2017 Temkin Experience Ratings


Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1PublixSupermarkets84%6
2H-E-BSupermarkets83%5
2Chick-fil-AFast Food83%7
4HardeesFast Food82%6
4Chipotle Mexican GrillFast Food82%5
4HannafordSupermarkets82%4
4RegionsBanks82%10
8QVCRetailers81%7
8Food LionSupermarkets81%3
8Trader Joe'sSupermarkets81%3
8BJ's Wholesale ClubRetailers81%7
8Ace HardwareRetailers81%7
8SubwayFast Food81%4
14Winn-DixieSupermarkets80%2
14Save-a-LotSupermarkets80%2
14KFCFast Food80%4
14WegmansSupermarkets80%2
14KrogerSupermarkets80%2
14Sam's ClubRetailers80%6
14AmazonFreshSupermarkets80%2
14Arby'sFast Food80%3
22True ValueRetailers79%5
22O'Reilly Auto PartsRetailers79%5
22CitizensBanks79%7
22Dairy QueenFast Food79%2
22StarbucksFast Food79%2
22Baskin RobbinsFast Food79%2
28Whole FoodsSupermarkets78%0
28Dollar TreeRetailers78%4
28Amazon.comRetailers78%4
28USAABanks78%6
28A credit unionBanks78%6
28Hy-VeeSupermarkets78%0
28DiscoverCredit Cards78%8
28Dunkin' DonutsFast Food78%1
28Georgia PowerUtilities78%10
28Papa John'sFast Food78%1
38AldiSupermarkets77%-1
38Panera BreadFast Food77%1
38Barnes & NobleRetailers77%3
38IHOPFast Food77%1
38Little Caesar'sFast Food77%1
38LexusAuto Dealers77%9
38Giant EagleSupermarkets77%-1
38UPSParcel Delivery77%3
38Courtyard By MarriottHotels & Rooms77%6
47Michael'sRetailers76%2
47Lowe'sRetailers76%2
47RadissonHotels & Rooms76%6
47PrudentialInsurance76%8
47ShopRiteSupermarkets76%-2
47USAAInsurance76%8
47RossRetailers76%2
47Advance Auto PartsRetailers76%2
47MarriottHotels & Rooms76%6
47AutoZoneRetailers76%2
47AlbertsonsSupermarkets76%-2
47Home DepotRetailers76%2
47Fairfield InnHotels & Rooms76%5
60Sonic Drive-InFast Food75%-1
60PetSmartRetailers75%1
60WyndhamHotels & Rooms75%5
60Navy Federal Credit UnionBanks75%3
60Popeye's Louisiana KitchenFast Food75%-1
60Alabama Power CompanyUtilities75%7
60TXU EnergyUtilities75%7
60WestinHotels & Rooms75%5
60VonsSupermarkets75%-3
60Holiday Inn ExpressHotels & Rooms75%5
60Advantage Rent-A-CarRental Cars & Transport75%10
60Bed Bath & BeyondRetailers75%1
60WalgreensRetailers75%1
60Stop & ShopSupermarkets75%-4
74Wendy'sFast Food74%-2
74Piggly WigglySupermarkets74%-4
74NetflixStreaming Media74%4
74Macy'sRetailers74%0
74Family DollarRetailers74%0
74AmazonComputers & Tablets74%9
74Charles SchwabInvestments74%7
74SunTrust BankBanks74%2
74Panda ExpressFast Food74%-3
74EtsyRetailers74%0
74KiaAuto Dealers74%5
74HiltonHotels & Rooms74%4
74SpotifyStreaming Media74%3
74Dollar GeneralRetailers74%0
74GameStopRetailers74%0
74Burger KingFast Food74%-3
90Wawa Food MarketsSupermarkets73%-5
90Pizza HutFast Food73%-3
90ToyotaAuto Dealers73%5
90StaplesRetailers73%0
90PandoraStreaming Media73%3
90Apple Retail StoreRetailers73%-1
90ChevroletAuto Dealers73%5
90CostcoRetailers73%-1
90USAACredit Cards73%3
90PNCBanks73%1
90Dominion Virginia PowerUtilities73%5
90American ExpressCredit Cards73%3
90Southwest AirlinesAirlines73%7
90Amazon Prime Instant VideoStreaming Media73%2
90Kohl'sRetailers73%-1
90Fidelity InvestmentsInvestments73%6
90NordstromRetailers73%-1
907-ElevenRetailers73%-1
90MarshallsRetailers73%-1
90Rite AidRetailers73%-1
90State FarmInsurance73%4
111FedExParcel Delivery72%-1
111VolkswagenAuto Dealers72%4
111Jack in the BoxFast Food72%-4
111La Quinta InnHotels & Rooms72%2
111Domino'sFast Food72%-4
111T.J. MaxxRetailers72%-2
111SiemensTV & Appliances72%5
111SafewaySupermarkets72%-6
111Florida Power & LightUtilities72%4
111HyattHotels & Rooms72%2
111Hampton InnHotels & Rooms72%2
111TargetRetailers72%-2
111BarclaycardCredit Cards72%2
111U.S. Postal ServiceParcel Delivery72%-1
111Amazon Prime MusicStreaming Media72%2
111Old NavyRetailers72%-2
111ChaseBanks72%0
111Ameriprise FinancialInvestments72%5
111Mercedes-BenzAuto Dealers72%3
111eBayRetailers72%-2
111CVSRetailers72%-2
111ACE Rent A CarRental Cars & Transport72%7
111HuluStreaming Media72%1
111VanguardInvestments72%5
111Best WesternHotels & Rooms72%1
111TD BankBanks72%0
137U.S. BankCredit Cards71%2
137Holiday InnHotels & Rooms71%1
137Fox Rent A CarRental Cars & Transport71%6
137Southern California Gas CompanyUtilities71%3
137VizioTV & Appliances71%4
137Southern California EdisonUtilities71%3
137NissanAuto Dealers71%3
137McDonaldsFast Food71%-5
137MetLifeInsurance71%2
137JeepAuto Dealers71%2
137Taco BellFast Food71%-6
137Dick's Sporting GoodsRetailers71%-3
137GEICOInsurance71%2
137U.S. BankBanks71%-1
137Wal-MartRetailers71%-3
137Toys 'R' UsRetailers71%-3
137US CellularWireless71%5
154Edward JonesInvestments70%3
154SonySoftware Firms70%5
154AirTran AirwaysAirlines70%5
154SheratonHotels & Rooms70%0
154Duke Energy ProgressUtilities70%2
154Columbia Natural GasUtilities70%2
154ChaseCredit Cards70%0
154SoundCloudStreaming Media70%0
154iTunesStreaming Media70%0
154National Car RentalRental Cars & Transport70%5
154Best BuyRetailers70%-4
154HomeAwayHotels & Rooms70%0
154JCPenneyRetailers70%-4
154SamsungTV & Appliances70%2
154AppleSoftware Firms70%4
154Quality InnHotels & Rooms70%-1
170PPL Electric UtilitiesUtilities69%2
170PanasonicTV & Appliances69%2
170Virgin AmericaAirlines69%4
170Office DepotRetailers69%-5
170SubaruAuto Dealers69%1
170SonyTV & Appliances69%2
170Capital OneBanks69%-3
170Super 8Hotels & Rooms69%-1
170Rent-a-WreckRental Cars & Transport69%4
170OfficeMaxRetailers69%-5
170ProgressiveInsurance69%0
170JetBlue AirlinesAirlines69%3
170FordAuto Dealers69%0
170HSBCCredit Cards69%-1
170The HartfordInsurance69%0
170Morgan Stanley Smith BarneyInvestments69%2
170Wells FargoBanks69%-3
170GooglePlayStreaming Media69%-2
170GETV & Appliances69%1
189ShowtimeStreaming Media68%-2
189CenterPoint EnergyUtilities68%0
189TravelersInsurance68%0
189Residence InnHotels & Rooms68%-2
189WhirlpoolTV & Appliances68%1
189Enterprise Rent-A-CarRental Cars & Transport68%3
189UberRental Cars & Transport68%3
189Ameren Missouri CompanyUtilities68%0
189GoogleSoftware Firms68%3
189Apple MusicStreaming Media68%-2
189AppleComputers & Tablets68%2
189Alaska AirlinesAirlines68%2
189TD AmeritradeInvestments68%1
189HaierTV & Appliances68%0
189Atmos Energy ServicesUtilities68%0
189CitigroupCredit Cards68%-2
189CadillacAuto Dealers68%-1
206HondaAuto Dealers67%-1
206New York LifeInsurance67%-1
206Fifth ThirdBanks67%-5
206SearsRetailers67%-7
206StarzStreaming Media67%-3
206SiriusXMStreaming Media67%-3
20621st CenturyInsurance67%-1
206BuickAuto Dealers67%-2
206Barnes & NobleComputers & Tablets67%1
206TracFoneWireless67%1
206ActivisionSoftware Firms67%2
206Bank of AmericaCredit Cards67%-3
206Kaiser PermanenteHealth Plans67%10
206Verizon WirelessWireless67%1
206BoschTV & Appliances67%-1
206DTE Energy Electric CompanyUtilities67%-1
206CitibankBanks67%-5
206Comfort InnHotels & Rooms67%-4
224GapRetailers66%-7
224AT&TWireless66%1
224Commonwealth EdisonUtilities66%-2
224FujitsuTV & Appliances66%-1
224KmartRetailers66%-8
224American FamilyInsurance66%-2
224Crowne PlazaHotels & Rooms66%-4
224MicrosoftSoftware Firms66%1
224NationwideInsurance66%-3
224AllstateInsurance66%-3
224ToshibaTV & Appliances66%-2
224United AirlinesAirlines66%0
224SharpTV & Appliances66%-2
224Bank of AmericaBanks66%-6
224Alamo Rent A CarRental Cars & Transport66%1
224PSE&GUtilities66%-2
224Capital OneCredit Cards66%-4
224AudiAuto Dealers66%-3
224DHLParcel Delivery66%-8
224T-MobileWireless66%0
224ElectroluxTV & Appliances66%-2
224LGTV & Appliances66%-2
224HyundaiAuto Dealers66%-3
247ScottradeInvestments65%-2
247HBOStreaming Media65%-5
247DellComputers & Tablets65%0
247US AirwaysAirlines65%-1
247Hewlett-PackardComputers & Tablets65%-1
247Ameren Illinois CompanyUtilities65%-3
247HumanaHealth Plans65%8
247iHeartRadioStreaming Media65%-6
247Cricket WirelessWireless65%-1
256Foot LockerRetailers64%-10
256Wells FargoCredit Cards64%-6
256ESPNStreaming Media64%-6
256RadioShackRetailers64%-10
256Merrill LynchInvestments64%-3
256AAAInsurance64%-4
256Wells Fargo AdvisorsInvestments64%-3
256BMWAuto Dealers64%-5
256SonyComputers & Tablets64%-2
265Virgin MobileWireless63%-2
265Capital One 360Investments63%-4
265TriCareHealth Plans63%6
265AcerComputers & Tablets63%-2
265HitachiTV & Appliances63%-4
265ChryslerAuto Dealers63%-5
265A credit unionInvestments63%-4
265SymantecSoftware Firms63%-2
265CompaqComputers & Tablets63%-3
265PhilipsTV & Appliances63%-5
265McAfeeSoftware Firms63%-3
276AOLTV/Internet Service62%8
276Liberty MutualInsurance62%-6
276American AirlinesAirlines62%-3
276IntuitSoftware Firms62%-3
276LenovoComputers & Tablets62%-4
276BCBS of MichiganHealth Plans62%5
276E*TRADEInvestments62%-5
276Delta AirlinesAirlines62%-4
276GMCAuto Dealers62%-7
276DodgeAuto Dealers62%-7
276Appalachian Power CompanyUtilities62%-6
276MetroPCSWireless62%-4
276GatewayComputers & Tablets62%-4
289United HealthcareHealth Plans61%4
289ThriftyRental Cars & Transport61%-4
289AsusComputers & Tablets61%-4
289Consolidated Edison Company of New YorkUtilities61%-7
289MazdaAuto Dealers61%-8
289CIGNAHealth Plans61%4
289LyftRental Cars & Transport61%-4
289FarmersInsurance61%-8
289HertzRental Cars & Transport61%-5
298DollarRental Cars & Transport60%-5
298AdobeSoftware Firms60%-5
298Charter CommunicationsTV/Internet Service60%6
298Pacific Gas and Electric CompanyUtilities60%-8
298SprintWireless60%-5
298Bright House NetworksTV/Internet Service60%6
298CarMaxAuto Dealers60%-9
298MedicareHealth Plans60%3
306DirecTVTV/Internet Service59%4
307MitsubishiTV & Appliances58%-9
307BCBS plan not listedHealth Plans58%1
307ToshibaComputers & Tablets58%-8
307BudgetRental Cars & Transport58%-7
307Dish NetworkTV/Internet Service58%4
307Consumers Energy CompanyUtilities58%-10
307LendingClubInvestments58%-10
314Motel 6Hotels & Rooms57%-13
314VerizonTV/Internet Service57%2
316AirbnbHotels & Rooms56%-14
316AT&TTV/Internet Service56%2
318CablevisionTV/Internet Service55%1
318BlackboardSoftware Firms55%-10
320Days InnHotels & Rooms54%-16
320AvisRental Cars & Transport54%-11
322BCBS of FloridaHealth Plans53%-4
322AetnaHealth Plans53%-4
322AnthemHealth Plans53%-4
325Cox CommunicationsTV/Internet Service51%-3
326Spirit AirlinesAirlines50%-16
327Time Warner CableTV/Internet Service48%-6
327MedicaidHealth Plans48%-9
329ComcastTV/Internet Service47%-7
329Blue Shield of CaliforniaHealth Plans47%-10
331Health NetHealth Plans42%-15

Calculating the Temkin Experience Ratings

The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale. For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages. For more information, see the Temkin Experience Ratings Overview.