2011 Temkin Web Experience Ratings


Rating Company Industry Temkin Web Experience Ratings (TWR) Company TWR vs Industry TWR
1 Amazon.com Retailer 79% 22
2 Regions Bank 73% 15
3 USAA Insurance Carrier 69% 24
4 Discover Credit Card Issuer 68% 12
4 USAA Bank 68% 10
6 Vanguard Investment Firm 66% 11
7 Southwest Airlines Airline 65% 13
7 eBay Retailer 65% 8
9 A credit union Bank 64% 6
10 Fidelity Investments Investment Firm 62% 7
10 Kohl's Retailer 62% 5
10 TD Bank Bank 62% 4
13 JetBlue Airlines Airline 61% 9
13 ING Direct Bank 61% 3
15 Chase Credit Card Issuer 60% 5
15 ING Direct Investment Firm 60% 4
17 Wells Fargo Credit Card Issuer 59% 4
17 Charles Schwab Investment Firm 59% 3
19 Courtyard by Marriott Hotel Chain 58% 7
19 Continental Airlines Airline 58% 7
19 Chase Bank 58% 0
19 SunTrust Bank Bank 58% 0
19 Wells Fargo/ Wachovia Bank Bank 58% 0
24 American Express Credit Card Issuer 57% 2
24 Bank of America Bank 57% -1
24 PNC Bank 57% -1
24 US Bancorp Bank 57% -1
28 Hampton Inn Hotel Chain 56% 6
28 TD Ameritrade Investment Firm 56% 0
28 JCPenney Retailer 56% -1
28 Costco Retailer 56% -1
28 Capital One Bank 56% -2
33 Marriott Hotel Chain 55% 5
33 Rite Aid Retailer 55% -2
33 Barnes & Noble Retailer 55% -2
33 Walgreens Retailer 55% -2
37 Apple Computer Maker 54% 7
37 Hyatt Hotel Chain 54% 4
37 Macy's Retailer 54% -3
40 Comfort Inn Hotel Chain 53% 3
40 Capital One Credit Card Issuer 53% -3
40 A credit union Investment Firm 53% -3
40 Target Retailer 53% -4
40 Staples Retailer 53% -4
40 Wal-Mart Retailer 53% -4
46 GEICO Insurance Carrier 52% 7
46 Fifth Third Bank 52% -6
48 Kaiser Permanente Health Plan 51% 16
48 Best Buy Retailer 51% -6
48 Toys 'R' Us Retailer 51% -6
48 Sam's Club Retailer 51% -6
48 Old Navy Retailer 51% -6
48 Citibank Bank 51% -6
54 TracFone Wireless Carrier 50% 5
54 MetLife Insurance Carrier 50% 5
54 Holiday Inn Express Hotel Chain 50% 0
54 Best Western Hotel Chain 50% 0
54 Hilton Hotel Chain 50% 0
54 Lowe's Retailer 50% -7
60 Sprint Wireless Carrier 49% 4
60 Sony Computer Maker 49% 3
60 E*TRADE Investment Firm 49% -7
63 Dell Computer Maker 48% 1
63 Citizens Bank 48% -10
65 Progressive Insurance Carrier 47% 2
65 Holiday Inn Hotel Chain 47% -4
65 Bank of America Credit Card Issuer 47% -8
65 Borders Retailer 47% -10
65 HSBC Bank 47% -11
70 Liberty Mutual Insurance Carrier 46% 1
70 Merrill Lynch Investment Firm 46% -10
70 Sears Retailer 46% -11
70 Office Depot Retailer 46% -11
74 AT&T Wireless Carrier 45% 0
74 T-Mobile Wireless Carrier 45% 0
74 Hewlett-Packard Computer Maker 45% -1
74 United Airlines Airline 45% -7
74 HSBC Credit Card Issuer 45% -10
74 Citigroup Credit Card Issuer 45% -10
74 CVS Retailer 45% -12
81 Medicare Health Plan 44% 9
81 Gateway Computer Maker 44% -3
81 Compaq Computer Maker 44% -3
81 Wells Fargo Advisors Investment Firm 44% -12
85 DirecTV TV Service Provider 43% 10
85 Acer Computer Maker 43% -3
85 Kmart Retailer 43% -13
88 Verizon Wireless Wireless Carrier 42% -3
88 State Farm Insurance Carrier 42% -3
88 eMachines Computer Maker 42% -5
88 American Airlines Airline 42% -9
92 Dish Network/Echostar TV Service Provider 41% 8
92 Verizon Internet Service Provider 41% 6
92 Delta/Northwest Airlines Airline 41% -11
92 Home Depot Retailer 41% -11
96 AT&T TV Service Provider 40% 7
96 Medicaid Health Plan 40% 5
96 Nationwide Insurance Carrier 40% -5
96 AAA Insurance Carrier 40% -5
96 Allstate Insurance Carrier 40% -6
101 Cox Internet Service Provider 39% 4
101 21st Century Insurance Carrier 39% -7
103 AT&T Internet Service Provider 38% 3
103 Road Runner Internet Service Provider 38% 3
103 Toshiba Computer Maker 38% -9
106 United Healthcare Health Plan 35% 0
107 Cox Communication TV Service Provider 34% 2
108 Cablevision Internet Service Provider 33% -2
108 Aetna Health Plan 33% -2
108 Blue Shield of California Health Plan 33% -2
108 Farmers' Insurance Carrier 33% -13
112 AOL Internet Service Provider 32% -2
113 Time Warner Cable TV Service Provider 29% -3
113 Anthem (BCBS) Health Plan 29% -6
115 Comcast Internet Service Provider 27% -8
116 Charter Communications Internet Service Provider 25% -10
117 CIGNA Health Plan 23% -12
118 Comcast TV Service Provider 22% -11
119 Charter Communications TV Service Provider 9% -23

Calculating the Temkin Web Experience Ratings

The Temkin Web Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers how satisfied they are with their recent online experiences on a 7-pooint scale from (1) very dissatisfied to (7) very satisfied likely.  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 satisfaction” rating for each of the three elements. For more information, see the Temkin Web Experience Ratings Overview.

Options For Purchasing Datasets

You can purchase and download the data in excel worksheets. These prices are for a single user license which do not allow for the redistribution of any part of the dataset. Contact us if you have other needs for the data. For more details on the data products, download the Temkin Web Experience Ratings Overview.

Complete Dataset ($995)

     

  • Includes company-specific data on the Temkin Web Experience Ratings for all 119 companies across 12 industries included in the published report plus more than 20 other firms with sample sizes below the minimum 100 respondent threshold.

    •  

  • Also includes comparison of all three components with industry averages.

    •  

  • Also contains consumer responses for all 12 industries (not company-specific) broken down in the following segments:
    Age range
    Gender
    Ethnicity
    Education Level
    Annual Income Ranges
    Purchase

    •  

Industry Segments ($195/industry)