2012 Temkin Web Experience Ratings


Rating Company Industry Temkin Web Experience Ratings (TWR) Company TWR vs Industry TWR
1Amazon.comRetail76%+17.5
2Credit unionsBank69%+10
3USAABank68%+8.8
3PNCBank68%+8.6
5Southwest AirlinesAirline67%+12.1
6eBayRetail66%+7.4
6Sam's ClubRetail66%+7.3
6USAAInsurance66%+11.9
9ShopRiteGrocery65%+12.9
9JCPenneyRetail65%+6
9ING DirectBank65%+5.4
12MarriottHotel chain64%+9.9
12Charles SchwabInvestments64%+5.1
12DiscoverCredit cards64%+8.9
12VanguardInvestments64%+4.8
16ING DirectInvestments63%+4.3
16Barnes & NobleRetail63%+4.4
16H.E.B.Grocery63%+10.6
19Fidelity InvestmentsInvestments62%+3.5
19PublixGrocery62%+10.4
19American ExpressCredit cards62%+7.1
19TD AmeritradeInvestments62%+3
19StarbucksFast Food62%+10.9
24AppleComputer maker61%+9.7
24E*TRADEInvestments61%+2.4
24Wells Fargo/ Wachovia BankBank61%+1.6
24Kaiser PermanenteHealth plan61%+21.4
24U.S. BankCredit cards61%+5.8
24ChaseBank61%+1.4
30ProgressiveInsurance60%+5.5
31HiltonHotel chain59%+5.1
31AllstateInsurance59%+4.6
33ChaseCredit cards58%+3.5
33HSBCBank58%-1
33GEICOInsurance58%+4.1
33Domino'sFast Food58%+7.3
33Credit unionsInvestments58%-1
33JetBlue AirlinesAirline58%+2.8
33Pizza HutFast Food58%+7
33U.S. BancorpBank58%-1.7
41Continental AirlinesAirline57%+2
41Best WesternHotel chain57%+2.7
41SamsungAppliances57%+5.6
41BudgetCar rental57%+4.3
41Wal-MartRetail57%-2
41FedExParcel delivery57%+4.3
47AldiGrocery56%+4.1
47LGAppliances56%+4.6
47TargetRetail56%-2.8
47Comfort InnHotel chain56%+1.8
47Macy'sRetail56%-3
52HertzCar rental55%+2.8
52Lowe'sRetail55%-3.6
52Capital OneBank55%-4.2
52CVSRetail55%-3.8
52Chick-fil-AFast Food55%+3.8
57ToshibaAppliances54%+2.8
57Burger KingFast Food54%+3.4
57ToshibaComputer maker54%+2.2
57American AirlinesAirline54%-1.3
61UPSParcel delivery53%+1.2
61State FarmInsurance53%-0.6
61Hampton InnHotel chain53%-0.9
61FordAuto dealer53%+1.9
61Capital OneCredit cards53%-2.4
61NationwideInsurance53%-1.4
67Holiday Inn ExpressHotel chain52%-1.9
67CostcoRetail52%-6.4
67Best BuyRetail52%-6.4
67Home DepotRetail52%-6.4
67SprintWireless52%+5.6
67WalgreensRetail52%-6.6
67Wells FargoCredit cards52%-2.9
67Hewlett-PackardComputer maker52%+0.1
75Save-a-LotGrocery51%-0.4
75HondaAuto dealer51%+0.8
75United AirlinesAirline51%-3.8
75SubwayFast Food51%+0.5
75Giant EagleGrocery51%-0.8
75HSBCCredit cards51%-4
75KrogerGrocery51%-1
75SearsRetail51%-7.9
75AcerComputer maker51%-1.2
84Jack in the BoxFast Food50%-0.2
84Bright HouseTV service50%+8.8
84AOLInternet service50%+9.4
84Holiday InnHotel chain50%-4.6
84Winn-DixieGrocery50%-2.3
84Arby'sFast Food50%-1.1
84Merrill LynchInvestments50%-9.3
91Wells Fargo AdvisorsInvestments49%-9.5
91Dunkin' DonutsFast Food49%-1.3
91U.S. Postal ServiceParcel delivery49%-2.9
91SonyComputer maker49%-2.5
91CitibankBank49%-10.2
91Bank of AmericaBank49%-10.2
91EnterpriseCar rental49%-3.5
91KFCFast Food49%-1.8
91AT&TWireless49%+2.3
91DellComputer maker49%-2.9
91WhirlpoolAppliances49%-2.7
91Whole FoodsGrocery49%-3.3
91Taco BellFast Food49%-2.1
91Wendy'sFast Food49%-2.1
105ChevroletAuto dealer48%-2.2
105AlbertsonsGrocery48%-3.7
105GEAppliances48%-3.5
105Old NavyRetail48%-11.2
109Stop & ShopGrocery47%-4.6
109Verizon WirelessWireless47%+0.8
109Optimum (iO)/CablevisionTV service47%+6.1
109Liberty MutualInsurance47%-6.8
109CitigroupCredit cards47%-7.9
109SafewayGrocery47%-5.1
109eMachinesComputer maker47%-5.1
109Dish Network/EchoStarTV service47%+5.5
117Bank of AmericaCredit cards46%-8.8
117ToyotaAuto dealer46%-4.8
117AetnaHealth plan46%+6.3
117Food LionGrocery46%-6.4
121FarmersInsurance45%-8.6
121Delta/Northwest AirlinesAirline45%-10.1
121Rite AidRetail45%-13.9
121CompaqComputer maker45%-7.1
121DirecTVTV service45%+3.4
121NissanAuto dealer45%-6.1
127AAAInsurance44%-9.6
127Virgin MobileWireless44%-2.2
127United HealthcareHealth plan44%+4.7
127Kohl'sRetail44%-14.7
127KmartRetail44%-14.7
127CablevisionInternet service44%+3.2
133GatewayComputer maker43%-8.6
133McDonaldsFast Food43%-7.6
135Little Caesar'sFast Food42%-8.2
135ComcastInternet service42%+1.8
135AT&TInternet service42%+1.6
135TriCareHealth plan42%+2.2
139U.S. AirwaysAirline41%-13.9
139VerizonInternet service41%+0.7
139ComcastTV service41%-0.3
139VerizonTV service41%-0.5
143AT&TTV service40%-0.8
143MSN (Microsoft Network)Internet service40%0
143T-MobileWireless40%-6.2
143Cox CommunicationsInternet service40%-0.2
143MedicaidHealth plan40%+0.3
148Cox CommunicationsTV service39%-1.7
149TracFoneWireless36%-10.5
149Blue Shield of CaliforniaHealth plan36%-3.6
149MedicareHealth plan36%-3.9
152Road RunnerInternet service35%-5.2
153Anthem (BCBS)Health plan34%-5.4
153Time Warner CableTV service34%-7.1
155CIGNAHealth plan32%-7.3
156Charter CommunicationsInternet service30%-10
156QwestInternet service30%-10.7
158HumanaHealth plan29%-10.4
159Charter CommunicationsTV service26%-14.9

Calculating the Temkin Web Experience Ratings

The Temkin Web Experience Ratings are based on consumer feedback of companies with whom they’ve recently interacted. We asked consumers to rate how satisfied they are with with recent online experiences on a 7-point scale, from (1) Very dissatisfied to (7) Very satisfied. 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. For more information, see the Temkin Web Experience Ratings Overview.