2012 Temkin Customer Service Ratings

Rating	Company	Industry	Temkin Customer Service Ratings (TCSR)	Company TCSR vs Industry TCSR
1	Publix	Grocery	71%	+8.5
1	Hy-Vee	Grocery	71%	+8.4
1	Credit unions	Bank	71%	+20.4
4	Chick-fil-A	Fast Food	70%	+14.3
5	H.E.B.	Grocery	69%	+6.8
5	Sam's Club	Retail	69%	+11.1
7	Winn-Dixie	Grocery	67%	+4.6
8	ShopRite	Grocery	66%	+3.8
8	Aldi	Grocery	66%	+3.6
8	Starbucks	Fast Food	66%	+10.7
8	Giant Eagle	Grocery	66%	+3.4
8	JCPenney	Retail	66%	+7.5
13	Hampton Inn	Hotel chain	64%	+10.3
13	Subway	Fast Food	64%	+8.9
13	Amazon.com	Retail	64%	+6.0
13	USAA	Bank	64%	+13.7
13	Whole Foods	Grocery	64%	+1.4
13	Kroger	Grocery	64%	+1.3
13	PNC	Bank	64%	+13.3
20	Dunkin' Donuts	Fast Food	63%	+8.1
20	USAA	Insurance	63%	+8.3
20	Lowe's	Retail	63%	+4.5
20	Target	Retail	63%	+4.5
20	Macy's	Retail	63%	+4.5
25	Home Depot	Retail	62%	+4.3
25	State Farm	Insurance	62%	+7.3
25	Vanguard	Investments	62%	+5.8
25	Costco	Retail	62%	+3.8
25	Fidelity Investments	Investments	62%	+5.6
30	Walgreens	Retail	61%	+3.0
30	Toshiba	Appliances	61%	+7.5
32	Credit unions	Investments	60%	+4.0
32	Apple	Computer maker	60%	+10.2
32	Save-a-Lot	Grocery	60%	-2.9
32	Pizza Hut	Fast Food	60%	+4.3
36	FedEx	Parcel delivery	59%	+4.6
36	Southwest Airlines	Airline	59%	+12.9
36	LG	Appliances	59%	+5.2
39	Staples	Retail	58%	+0.3
39	Stop & Shop	Grocery	58%	-4.2
39	American Express	Credit cards	58%	+14.7
39	Marriott	Hotel chain	58%	+3.9
39	Holiday Inn Express	Hotel chain	58%	+3.8
39	Chevrolet	Auto dealer	58%	+5.8
45	Sonic Drive-In	Fast Food	57%	+2.2
45	Food Lion	Grocery	57%	-5.1
45	Charles Schwab	Investments	57%	+1.1
45	Best Buy	Retail	57%	-0.8
45	Kohl's	Retail	57%	-0.8
45	Albertsons	Grocery	57%	-5.7
45	Honda	Auto dealer	57%	+4.7
45	Safeway	Grocery	57%	-5.9
45	Comfort Inn	Hotel chain	57%	+2.5
45	ING Direct	Investments	57%	+0.4
45	CVS	Retail	57%	-1.5
56	TD Ameritrade	Investments	56%	0.0
56	Kaiser Permanente	Health plan	56%	+17.0
56	Progressive	Insurance	56%	+1.2
56	Sony	Computer maker	56%	+6.3
56	Whirlpool	Appliances	56%	+2.4
61	Arby's	Fast Food	55%	-0.1
61	Hilton	Hotel chain	55%	+1.0
61	Little Caesar's	Fast Food	55%	-0.2
61	Samsung	Appliances	55%	+1.3
61	American Family	Insurance	55%	-0.2
61	Edward Jones	Investments	55%	-1.7
67	Rite Aid	Retail	54%	-3.6
67	eBay	Retail	54%	-3.6
67	UPS	Parcel delivery	54%	-0.3
67	JetBlue Airlines	Airline	54%	+8.1
67	Domino's	Fast Food	54%	-0.9
67	Holiday Inn	Hotel chain	54%	+0.1
67	AAA	Insurance	54%	-0.7
67	Citizens	Bank	54%	+3.5
67	KFC	Fast Food	54%	-1.6
76	Allstate	Insurance	53%	-1.5
76	Kmart	Retail	53%	-4.8
76	Hertz	Car rental	53%	+4.8
76	Burger King	Fast Food	53%	-2.2
76	GEICO	Insurance	53%	-2.1
76	U.S. Postal Service	Parcel delivery	53%	-2.0
76	Wal-Mart	Retail	53%	-5.4
76	Toshiba	Computer maker	53%	+2.9
84	Jack in the Box	Fast Food	52%	-2.8
84	Dairy Queen	Fast Food	52%	-3.2
84	Wendy's	Fast Food	52%	-3.2
84	Toyota	Auto dealer	52%	-0.1
84	Farmers	Insurance	52%	-2.9
84	Barnes & Noble	Retail	52%	-6.1
84	Hewlett-Packard	Computer maker	52%	+2.2
84	Best Western	Hotel chain	52%	-2.4
92	Nationwide	Insurance	51%	-3.4
92	Bright House	TV service	51%	+16.4
92	SunTrust Bank	Bank	51%	+1.0
92	Piggly Wiggly	Grocery	51%	-11.3
96	Budget	Car rental	50%	+1.9
96	Sears	Retail	50%	-7.7
96	TriCare	Health plan	50%	+10.8
96	eMachines	Computer maker	50%	+0.3
96	Ford	Auto dealer	50%	-2.2
96	Wells Fargo/ Wachovia Bank	Bank	50%	-0.7
96	Merrill Lynch	Investments	50%	-6.6
96	Chase	Bank	50%	-0.8
96	Compaq	Computer maker	50%	-0.2
96	*ETRADE**	Investments	50%	-6.7
106	Old Navy	Retail	49%	-8.9
106	Taco Bell	Fast Food	49%	-6.2
106	GE	Appliances	49%	-4.5
106	Acer	Computer maker	49%	-1.0
110	McDonalds	Fast Food	48%	-7.0
110	Discover	Credit cards	48%	+4.4
110	Wells Fargo	Credit cards	48%	+4.3
110	Chase	Credit cards	48%	+4.3
110	Gateway	Computer maker	48%	-2.0
115	Wells Fargo Advisors	Investments	46%	-9.8
115	21st Century	Insurance	46%	-8.6
115	Sprint	Wireless	46%	+5.0
115	MetLife	Insurance	46%	-9.1
119	HSBC	Bank	45%	-5.1
119	MSN (Microsoft Network)	Internet service	45%	+10.3
119	Capital One	Bank	45%	-5.2
119	Enterprise	Car rental	45%	-3.4
119	American Airlines	Airline	45%	-1.5
119	AOL	Internet service	45%	+9.8
125	Days Inn	Hotel chain	44%	-9.8
126	U.S. Cellular	Wireless	43%	+2.2
126	Cablevision	Internet service	43%	+8.3
126	Liberty Mutual	Insurance	43%	-11.7
126	U.S. Bancorp	Bank	43%	-7.3
126	AT&T;	Wireless	43%	+1.8
126	Medicare	Health plan	43%	+3.4
126	TracFone	Wireless	43%	+1.5
133	Aetna	Health plan	42%	+3.2
133	Dodge	Auto dealer	42%	-9.8
133	Dish Network/EchoStar	TV service	42%	+6.9
133	Cox Communications	TV service	42%	+6.6
137	AT&T;	TV service	41%	+6.3
137	Dell	Computer maker	41%	-9.0
137	Super 8	Hotel chain	41%	-13.5
140	DirecTV	TV service	40%	+5.4
140	U.S. Bank	Credit cards	40%	-3.5
140	Nissan	Auto dealer	40%	-12.3
140	Delta/Northwest Airlines	Airline	40%	-6.7
140	Verizon Wireless	Wireless	40%	-1.5
145	Blue Shield of California	Health plan	39%	-0.1
145	Bank of America	Credit cards	39%	-4.6
147	United Healthcare	Health plan	38%	-0.9
147	Virgin Mobile	Wireless	38%	-3.4
147	Capital One	Credit cards	38%	-6.0
150	Verizon	Internet service	37%	+2.3
150	United Airlines	Airline	37%	-9.1
150	AT&T;	Internet service	37%	+1.9
150	Medicaid	Health plan	37%	-2.6
154	T-Mobile	Wireless	36%	-5.2
154	Continental Airlines	Airline	36%	-10.7
156	Humana	Health plan	35%	-4.2
156	Verizon	TV service	35%	0.0
158	Optimum (iO)/Cablevision	TV service	34%	-0.5
158	Anthem (BCBS)	Health plan	34%	-5.0
158	U.S. Airways	Airline	34%	-12.4
158	Cox Communications	Internet service	34%	-1.2
158	Hyundai	Auto dealer	34%	-18.4
158	HSBC	Credit cards	34%	-10.0
158	Comcast	Internet service	34%	-1.4
165	Bank of America	Bank	33%	-17.0
165	CIGNA	Health plan	33%	-6.4
165	Road Runner	Internet service	33%	-2.3
168	Qwest	Internet service	32%	-3.3
169	Citigroup	Credit cards	30%	-13.1
169	Citibank	Bank	30%	-20.4
169	Comcast	TV service	30%	-5.2
172	Time Warner Cable	TV service	28%	-6.6
173	Charter Communications	Internet service	20%	-15.4
174	Charter Communications	TV service	10%	-24.7

See the 2011 Ratings

Calculating the Temkin Customer Service Ratings

The Temkin Customer Service Ratings are based on feedback gathered from consumers regarding companies they've recently interacted with. We asked consumers to rate how satisfied they are with with recent customer service 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 Customer Service Ratings Overview.

Purchase Data

For only $295, you can download an Excel workbook with the underlying data from the 2012 Temkin Customer Service Ratings in addition to seeing the changes in ratings from 2011.

The dataset includes details for the 174 companies in the 2012 ratings plus data on additional firms that did not meet the minimum requirement of 100 respondents. In addition, it provides average industry ratings across six age groups of consumers.

For more information, see the Temkin Customer Service Ratings Overview.