2013 Temkin Experience Ratings 2013

Rank	Company	Industry	Temkin Experience Rating (TER)	Company TER vs Industry TER
1	Publix	Grocery chain	84%	5.6
2	Trader Joe's	Grocery chain	83%	4.6
3	Aldi	Grocery chain	82%	4.0
3	Chick-fil-A	Fast food chain	82%	6.0
5	Sam's Club	Retailer	81%	7.0
5	Amazon.com	Retailer	81%	7.3
7	Save-a-Lot	Grocery chain	80%	1.5
7	H.E.B.	Grocery chain	80%	1.8
7	Little Caesar's	Fast food chain	80%	3.3
7	Sonic Drive-In	Fast food chain	80%	3.4
7	Dunkin' Donuts	Fast food chain	80%	3.9
7	Ace Hardware	Retailer	80%	5.8
13	ShopRite	Grocery chain	79%	0.6
13	Hy-Vee	Grocery chain	79%	1.0
13	Arby's	Fast food chain	79%	2.5
13	Subway	Fast food chain	79%	3.0
13	Costco	Retailer	79%	5.4
13	Nordstrom	Retailer	79%	5.6
13	A credit union	Bank	79%	10.5
20	Kroger	Grocery chain	78%	-0.8
20	Starbucks	Fast food chain	78%	1.2
20	Jack in the Box	Fast food chain	78%	1.7
20	Dairy Queen	Fast food chain	78%	1.9
20	BJ's Wholesale Club	Retailer	78%	4.2
20	PetSmart	Retailer	78%	4.2
20	Dollar Tree	Retailer	78%	4.3
20	Walgreens	Retailer	78%	4.3
20	USAA	Bank	78%	9.4
29	Winn-Dixie	Grocery chain	77%	-1.8
29	Safeway	Grocery chain	77%	-1.1
29	Albertsons	Grocery chain	77%	-1.0
29	Giant Eagle	Grocery chain	77%	-1.0
29	AutoZone	Retailer	77%	3.0
29	Home Depot	Retailer	77%	3.5
29	USAA	Insurance carrier	77%	12.4
36	Whole Foods	Grocery chain	76%	-2.6
36	Domino's	Fast food chain	76%	-0.6
36	Pizza Hut	Fast food chain	76%	0.1
36	Office Depot	Retailer	76%	1.9
36	Family Dollar	Retailer	76%	2.1
36	Target	Retailer	76%	2.2
36	QVC	Retailer	76%	2.2
36	Staples	Retailer	76%	2.6
36	Bed Bath & Beyond	Retailer	76%	2.7
45	Food Lion	Grocery chain	75%	-3.9
45	Piggly Wiggly	Grocery chain	75%	-3.5
45	Burger King	Fast food chain	75%	-1.2
45	Quiznos	Fast food chain	75%	-0.9
45	Dollar General	Retailer	75%	1.1
45	Rite Aid	Retailer	75%	1.4
45	FedEx	Parcel delivery service	75%	1.4
45	Marriott	Hotel chain	75%	9.1
53	Wendy's	Fast food chain	74%	-2.0
53	Hardees	Fast food chain	74%	-1.9
53	CVS	Retailer	74%	0.0
53	Sears	Retailer	74%	0.2
53	Old Navy	Retailer	74%	0.3
53	Barnes & Noble	Retailer	74%	0.4
53	UPS	Parcel delivery service	74%	0.4
53	O'Reilly Auto Parts	Retailer	74%	0.5
53	ING Direct	Bank	74%	5.4
53	TD Bank	Bank	74%	5.6
53	Charles Schwab	Investment firm	74%	8.9
64	Stop & Shop	Grocery chain	73%	-5.1
64	U.S. Postal Service	Parcel delivery service	73%	-1.1
64	Kohl's	Retailer	73%	-0.8
64	True Value	Retailer	73%	-0.8
64	Toys 'R' Us	Retailer	73%	-0.7
64	OfficeMax	Retailer	73%	-0.6
64	SunTrust Bank	Bank	73%	4.2
64	State Farm	Insurance carrier	73%	8.0
72	Taco Bell	Fast food chain	72%	-4.3
72	Advance Auto Parts	Retailer	72%	-1.5
72	Kmart	Retailer	72%	-1.5
72	Macy's	Retailer	72%	-1.5
72	Lowe's	Retailer	72%	-1.4
72	La Quinta	Hotel chain	72%	7.1
78	McDonalds	Fast food chain	71%	-4.8
78	eBay	Retailer	71%	-3.1
78	7-Eleven	Retailer	71%	-2.4
78	GameStop	Retailer	71%	-2.3
78	PNC	Bank	71%	2.3
78	Courtyard By Marriott	Hotel chain	71%	5.2
78	Holiday Inn Express	Hotel chain	71%	5.6
78	Fidelity Investments	Investment firm	71%	6.6
78	Toyota	Auto dealer	71%	6.6
78	Advantage	Rental car agency	71%	9.9
78	TriCare	Health plan	71%	15.9
89	Marshalls	Retailer	70%	-3.9
89	U.S. Bancorp	Bank	70%	1.3
89	Fifth Third	Bank	70%	1.3
89	Hilton	Hotel chain	70%	4.6
89	Hampton Inn	Hotel chain	70%	4.7
89	American Express	Credit card issuer	70%	6.2
89	USAA	Credit card issuer	70%	6.7
96	Regions	Bank	69%	0.7
96	Ameriprise Financial	Investment firm	69%	3.9
96	Best Western	Hotel chain	69%	3.9
96	TD Ameritrade	Investment firm	69%	3.9
100	Wal-Mart	Retailer	68%	-5.8
100	JCPenney	Retailer	68%	-5.2
100	Vanguard	Investment firm	68%	2.9
100	Nationwide	Insurance carrier	68%	2.9
100	Discover	Credit card issuer	68%	4.9
100	Southwest Airlines	Airline	68%	8.0
100	Alaska Airlines	Airline	68%	8.6
107	KFC	Fast food chain	67%	-8.8
107	T.J. Maxx	Retailer	67%	-7.1
107	Best Buy	Retailer	67%	-7.1
107	Gap	Retailer	67%	-7.0
107	Ross	Retailer	67%	-7.0
107	Hyatt	Hotel chain	67%	1.8
107	Edward Jones	Investment firm	67%	2.3
107	Google	Software firm	67%	4.6
115	Citibank	Bank	66%	-2.9
115	Chase	Bank	66%	-2.2
115	GEICO	Insurance carrier	66%	0.7
115	Honda	Auto dealer	66%	1.4
115	U.S. Bank	Credit card issuer	66%	2.0
115	Ford	Auto dealer	66%	2.1
115	Apple (for software)	Software firm	66%	3.3
115	TracFone	Wireless carrier	66%	5.8
123	Citizens	Bank	65%	-3.9
123	Wells Fargo	Bank	65%	-3.3
123	Allstate	Insurance carrier	65%	0.0
123	Chevrolet	Auto dealer	65%	0.7
123	Chase	Credit card issuer	65%	1.3
123	Microsoft	Software firm	65%	2.5
123	Enterprise	Rental car agency	65%	4.0
123	AirTran Airways	Airline	65%	5.2
123	Electrolux	Appliance maker	65%	6.1
123	AOL	Internet service provider	65%	9.7
123	Kaiser Permanente	Health plan	65%	10.3
134	Progressive	Insurance carrier	64%	-1.4
134	Comfort Inn	Hotel chain	64%	-1.2
134	A credit union	Investment firm	64%	-0.6
134	Hyundai	Auto dealer	64%	0.1
134	Symantec	Software firm	64%	2.1
134	Apple	Computer maker	64%	4.2
134	JetBlue Airlines	Airline	64%	4.3
134	Samsung	Appliance maker	64%	4.8
142	Bank of America	Bank	63%	-5.4
142	MetLife	Insurance carrier	63%	-2.1
142	Merrill Lynch	Investment firm	63%	-2.1
142	Scottrade	Investment firm	63%	-1.5
142	Wells Fargo	Credit card issuer	63%	-0.9
142	Avis	Rental car agency	63%	2.8
142	Hertz	Rental car agency	63%	2.8
142	Delta/Northwest Airlines	Airline	63%	3.2
150	Apple Store	Retailer	62%	-11.2
150	Capital One	Bank	62%	-7.0
150	AAA	Insurance carrier	62%	-3.1
150	Farmers	Insurance carrier	62%	-2.9
150	The Hartford	Insurance carrier	62%	-2.7
150	Travelers	Insurance carrier	62%	-2.5
150	Bank of America	Credit card issuer	62%	-1.6
150	Activision	Software firm	62%	-0.3
150	Verizon Wireless	Wireless carrier	62%	2.1
150	Hewlett-Packard	Computer maker	62%	2.4
160	Holiday Inn	Hotel chain	61%	-4.7
160	Citigroup	Credit card issuer	61%	-2.2
160	Blackboard	Software firm	61%	-1.7
160	Intuit	Software firm	61%	-1.5
160	Virgin Mobile	Wireless carrier	61%	1.2
160	GE	Appliance maker	61%	1.5
166	Fairfield Inn	Hotel chain	60%	-5.8
166	Quality Inn	Hotel chain	60%	-5.2
166	ING Direct	Investment firm	60%	-4.6
166	Chrysler	Auto dealer	60%	-4.3
166	BMW	Auto dealer	60%	-3.9
166	Dodge	Auto dealer	60%	-3.7
166	Sony	Software firm	60%	-2.5
166	Adobe	Software firm	60%	-2.0
166	Dell	Computer maker	60%	-0.2
166	Acer	Computer maker	60%	0.2
166	MetroPCS	Wireless carrier	60%	0.3
166	US Cellular	Wireless carrier	60%	0.5
166	Whirlpool	Appliance maker	60%	1.2
166	Cablevision	Internet service provider	60%	4.7
166	Dish Network/EchoStar	TV service provider	60%	6.3
166	Bright House Networks	TV service provider	60%	6.4
182	Wells Fargo Advisors	Investment firm	59%	-5.4
182	Nissan	Auto dealer	59%	-4.7
182	Capital One	Credit card issuer	59%	-4.6
182	Toshiba	Computer maker	59%	-1.3
182	Gateway	Computer maker	59%	-1.0
182	AT&T;	Wireless carrier	59%	-0.9
182	Compaq	Computer maker	59%	-0.7
182	Coventry Health Care	Health plan	59%	4.0
182	Optimum (iO)/Cablevision	TV service provider	59%	5.5
191	RadioShack	Retailer	58%	-15.9
191	*ETRADE**	Investment firm	58%	-6.9
191	American Family	Insurance carrier	58%	-6.8
191	Kia	Auto dealer	58%	-6.1
191	Sprint	Wireless carrier	58%	-2.2
191	Bosch	Appliance maker	58%	-0.6
191	Road Runner	Internet service provider	58%	2.7
191	Medicare	Health plan	58%	2.7
191	DirecTV	TV service provider	58%	3.7
200	HSBC	Bank	57%	-11.6
200	Crowne Plaza	Hotel chain	57%	-8.5
200	Continental Airlines	Airline	57%	-2.3
203	Liberty Mutual	Insurance carrier	56%	-8.7
203	eMachines	Computer maker	56%	-4.4
203	T-Mobile	Wireless carrier	56%	-3.9
203	AT&T;	Internet service provider	56%	0.7
203	Anthem (BCBS)	Health plan	56%	1.5
208	United Airlines	Airline	55%	-4.7
208	Toshiba	Appliance maker	55%	-4.3
208	LG	Appliance maker	55%	-4.1
208	Cox Communications	Internet service provider	55%	-0.2
208	Verizon	Internet service provider	55%	0.0
213	Morgan Stanley Smith Barney	Investment firm	54%	-11.2
213	HSBC	Credit card issuer	54%	-9.8
213	McAfee	Software firm	54%	-8.6
213	Lenovo	Computer maker	54%	-5.6
213	Sony	Computer maker	54%	-5.6
213	American Airlines	Airline	54%	-5.5
213	MSN	Internet service provider	54%	-1.8
213	United Healthcare	Health plan	54%	-0.7
213	Aetna	Health plan	54%	-0.6
222	Motel 6	Hotel chain	53%	-12.4
222	Qwest	Internet service provider	53%	-2.7
222	CIGNA	Health plan	53%	-1.7
222	Comcast	TV service provider	53%	-1.0
222	Verizon	TV service provider	53%	-0.7
227	Budget	Rental car agency	52%	-9.0
227	Alamo	Rental car agency	52%	-8.2
227	Dollar	Rental car agency	52%	-8.2
227	EarthLink	Internet service provider	52%	-3.6
227	Comcast	Internet service provider	52%	-3.1
232	Health Net	Health plan	51%	-4.1
232	Blue Shield of California	Health plan	51%	-4.0
232	Charter Communications	Internet service provider	51%	-4.0
232	CareFirst (BCBS)	Health plan	51%	-3.4
232	Humana	Health plan	51%	-3.3
232	AT&T;	TV service provider	51%	-2.8
232	Cox Communications	TV service provider	51%	-2.4
239	Medicaid	Health plan	50%	-5.2
239	Highmark (BCBS)	Health plan	50%	-4.9
239	Charter Communications	TV service provider	50%	-3.5
242	21st Century	Insurance carrier	49%	-15.7
242	Empire (BCBS)	Health plan	49%	-6.0
244	Days Inn	Hotel chain	48%	-17.1
244	Time Warner Cable	TV service provider	48%	-6.3
246	US Airways	Airline	45%	-15.2

See the 2012 Ratings

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, Functional, Accessible, and Emotional, 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.

Purchase Data

For only $395, you can download an Excel workbook with the underlying data from the 2013 Temkin Experience Ratings in addition to the overall ratings from 2012.

The dataset includes details for all three component scores for the 246 companies in the 2013 ratings. In addition, it provides average industry ratings across six age groups of consumers.

For more information, see the Temkin Experience Ratings Overview.