2014 Temkin Experience Ratings 2014

Rank	Company	Industry	Temkin Experience Rating (TER)	Company TER vs Industry TER
1	H.E.B.	Grocery Chains	88%	9
2	Trader Joe's	Grocery Chains	84%	5
3	Publix	Grocery Chains	83%	4
3	Chick-fil-A	Fast Foods	83%	5
5	Aldi	Grocery Chains	82%	2
5	Food Lion	Grocery Chains	82%	3
5	Sonic Drive-In	Fast Foods	82%	4
8	Kroger	Grocery Chains	81%	2
8	Piggly Wiggly	Grocery Chains	81%	2
8	Dairy Queen	Fast Foods	81%	3
8	Starbucks	Fast Foods	81%	3
8	Sam's Club	Retailers	81%	8
8	Regions	Banks	81%	10
8	A credit union	Banks	81%	10
15	Albertsons	Grocery Chains	80%	1
15	Subway	Fast Foods	80%	1
15	Little Caesar's	Fast Foods	80%	2
15	Burger King	Fast Foods	80%	2
15	Amazon.com	Retailers	80%	8
15	TD Bank	Banks	80%	9
15	USAA	Banks	80%	9
22	Pizza Hut	Fast Foods	79%	0
22	Wendy's	Fast Foods	79%	0
22	Domino's	Fast Foods	79%	1
22	BJ's Wholesale Club	Retailers	79%	6
22	Ace Hardware	Retailers	79%	6
22	PetSmart	Retailers	79%	6
22	Costco	Retailers	79%	7
29	Save-a-Lot	Grocery Chains	78%	-1
29	Dollar Tree	Retailers	78%	5
29	Lowe's	Retailers	78%	5
29	USAA	Insurance Carriers	78%	10
33	ShopRite	Grocery Chains	77%	-3
33	Hy-Vee	Grocery Chains	77%	-2
33	Taco Bell	Fast Foods	77%	-2
33	Arby's	Fast Foods	77%	-1
33	Home Depot	Retailers	77%	4
33	Barnes & Noble	Retailers	77%	4
33	USAA	Credit Cards	77%	9
40	Stop & Shop	Grocery Chains	76%	-3
40	Winn-Dixie	Grocery Chains	76%	-3
40	Dunkin' Donuts	Fast Foods	76%	-3
40	Jack in the Box	Fast Foods	76%	-2
40	KFC	Fast Foods	76%	-2
40	Hardees	Fast Foods	76%	-2
40	AutoZone	Retailers	76%	3
40	Walgreens	Retailers	76%	3
40	True Value	Retailers	76%	4
49	Whole Foods	Grocery Chains	75%	-5
49	McDonalds	Fast Foods	75%	-4
49	Quiznos	Fast Foods	75%	-3
49	UPS	Parcel Delivery	75%	2
49	Advance Auto Parts	Retailers	75%	2
49	QVC	Retailers	75%	2
49	Rite Aid	Retailers	75%	3
49	Family Dollar	Retailers	75%	3
49	Fidelity Investments	Investments	75%	7
49	Charles Schwab	Investments	75%	7
59	Safeway	Grocery Chains	74%	-5
59	FedEx	Parcel Delivery	74%	1
59	O'Reilly Auto Parts	Retailers	74%	1
59	Bed Bath & Beyond	Retailers	74%	2
59	Nordstrom	Retailers	74%	2
59	SunTrust Bank	Banks	74%	3
59	ING Direct	Banks	74%	3
59	State Farm	Insurance Carriers	74%	7
59	Lexus	Auto Dealers	74%	8
59	Toyota	Auto Dealers	74%	8
59	Buick	Auto Dealers	74%	8
70	Giant Eagle	Grocery Chains	73%	-6
70	Baskin Robbins	Fast Foods	73%	-5
70	Best Buy	Retailers	73%	1
70	T.J. Maxx	Retailers	73%	1
70	U.S. Bank	Banks	73%	2
70	TD Ameritrade	Investments	73%	5
70	Subaru	Auto Dealers	73%	7
77	US Postal Service	Parcel Delivery	72%	-1
77	OfficeMax	Retailers	72%	-1
77	Target	Retailers	72%	-1
77	Old Navy	Retailers	72%	-1
77	JCPenney	Retailers	72%	0
77	Vanguard	Investments	72%	4
83	Orange Julius	Fast Foods	71%	-7
83	7-Eleven	Retailers	71%	-2
83	Ross	Retailers	71%	-2
83	Marshalls	Retailers	71%	-2
83	Office Depot	Retailers	71%	-2
83	Staples	Retailers	71%	-1
83	Wells Fargo	Banks	71%	-1
83	PNC	Banks	71%	0
83	Chase	Banks	71%	0
83	Edward Jones	Investments	71%	3
83	American Express	Credit Cards	71%	3
83	Discover	Credit Cards	71%	3
83	Southwest Airlines	Airlines	71%	10
96	eBay	Retailers	70%	-3
96	Dollar General	Retailers	70%	-3
96	CVS	Retailers	70%	-3
96	Kohl's	Retailers	70%	-3
96	GEICO	Insurance Carriers	70%	3
96	Hyundai	Auto Dealers	70%	4
102	Wal-Mart	Retailers	69%	-4
102	Capital One	Credit Cards	69%	1
102	A credit union	Investments	69%	1
102	Allstate	Insurance Carriers	69%	1
102	The Hartford	Insurance Carriers	69%	1
102	Symantec	Software	69%	6
102	Best Western	Hotels	69%	9
109	Toys 'R' Us	Retailers	68%	-5
109	Macy's	Retailers	68%	-5
109	U.S. Bank	Credit Cards	68%	0
109	Wells Fargo	Credit Cards	68%	0
109	Chase	Credit Cards	68%	0
109	Barclaycard	Credit Cards	68%	1
109	Ameriprise Financial	Investments	68%	1
109	Ford	Auto Dealers	68%	2
109	Apple	Software	68%	5
109	Kaiser Permanente	Health Plans	68%	11
119	Apple Store	Retailers	67%	-5
119	Kmart	Retailers	67%	-5
119	Sears	Retailers	67%	-5
119	Citizens	Banks	67%	-4
119	AAA	Insurance Carriers	67%	-1
119	Mercedes-Benz	Auto Dealers	67%	1
119	Honda	Auto Dealers	67%	1
119	Chevrolet	Auto Dealers	67%	1
119	TracFone	Wireless Carriers	67%	5
119	Apple	Computers	67%	5
119	Whirlpool	Major Appliances	67%	6
119	La Quinta Inn	Hotels	67%	7
131	GameStop	Retailers	66%	-7
131	Capital One	Banks	66%	-5
131	Citigroup	Credit Cards	66%	-2
131	Progressive	Insurance Carriers	66%	-2
131	*ETRADE**	Investments	66%	-2
136	A&P;	Grocery Chains	65%	-14
136	Morgan Stanley Smith Barney	Investments	65%	-3
136	Travelers	Insurance Carriers	65%	-3
136	BMW	Auto Dealers	65%	-2
136	Google	Software	65%	2
136	Alaska Airlines	Airlines	65%	4
136	Sheraton	Hotels	65%	6
136	AOL	Internet Service	65%	9
144	Gap	Retailers	64%	-8
144	Citibank	Banks	64%	-7
144	Bank of America	Credit Cards	64%	-3
144	Audi	Auto Dealers	64%	-3
144	Cadillac	Auto Dealers	64%	-2
144	Microsoft	Software	64%	1
144	AT&T;	Wireless Carriers	64%	1
144	Virgin Mobile	Wireless Carriers	64%	1
144	T-Mobile	Wireless Carriers	64%	2
144	Hewlett-Packard	Computers	64%	2
144	Marriott	Hotels	64%	4
144	Courtyard By Marriott	Hotels	64%	4
144	Holiday Inn Express	Hotels	64%	4
144	Advantage	Rental Cars	64%	5
144	Enterprise	Rental Cars	64%	5
144	EarthLink	Internet Service	64%	9
160	Bank of America	Banks	63%	-8
160	Nationwide	Insurance Carriers	63%	-5
160	MetLife	Insurance Carriers	63%	-5
160	ING Direct	Investments	63%	-5
160	Liberty Mutual	Insurance Carriers	63%	-4
160	Nissan	Auto Dealers	63%	-4
160	Intuit	Software	63%	0
160	Sony	Software	63%	0
160	Verizon Wireless	Wireless Carriers	63%	0
160	Delta/Northwest Airlines	Airlines	63%	2
160	Electrolux	Major Appliances	63%	2
160	Hampton Inn	Hotels	63%	3
160	Humana	Health Plans	63%	7
160	Bright House Networks	TV Service	63%	8
174	Foot Locker	Retailers	62%	-11
174	Mazda	Auto Dealers	62%	-4
174	American Airlines	Airlines	62%	1
174	LG	Major Appliances	62%	1
174	Hilton	Hotels	62%	2
174	Comfort Inn	Hotels	62%	2
174	TriCare	Health Plans	62%	6
174	Cox Communications	Internet Service	62%	6
174	Medicare	Health Plans	62%	6
174	DirecTV	TV Service	62%	8
184	Merrill Lynch	Investments	61%	-7
184	Farmers	Insurance Carriers	61%	-7
184	Jeep	Auto Dealers	61%	-6
184	GM	Auto Dealers	61%	-5
184	Volkswagen	Auto Dealers	61%	-5
184	Lenovo	Computers	61%	-1
184	United Airlines	Airlines	61%	-1
184	Acer	Computers	61%	0
184	Toshiba	Computers	61%	0
184	Samsung	Major Appliances	61%	1
184	Fairfield Inn	Hotels	61%	1
184	Budget	Rental Cars	61%	2
196	RadioShack	Retailers	60%	-13
196	Fifth Third	Banks	60%	-11
196	McAfee	Software	60%	-2
196	JetBlue Airlines	Airlines	60%	-1
196	GE	Major Appliances	60%	-1
196	Holiday Inn	Hotels	60%	0
196	Alamo	Rental Cars	60%	1
196	Dish Network	TV Service	60%	6
204	eMachines	Computers	59%	-3
204	Dell	Computers	59%	-2
204	Gateway	Computers	59%	-2
204	United Healthcare	Health Plans	59%	3
208	Scottrade	Investments	58%	-10
208	Wells Fargo Advisors	Investments	58%	-10
208	MetroPCS	Wireless Carriers	58%	-4
208	Toshiba	Major Appliances	58%	-3
208	Bosch	Major Appliances	58%	-3
208	Hyatt	Hotels	58%	-2
208	National	Rental Cars	58%	-2
208	Blue Shield of CA	Health Plans	58%	2
208	Cablevision	Internet Service	58%	3
208	Cox Communication	TV Service	58%	4
218	Kia	Auto Dealers	57%	-9
218	Activision	Software	57%	-6
218	Adobe	Software	57%	-6
218	Sprint	Wireless Carriers	57%	-5
218	Avis	Rental Cars	57%	-3
218	Aetna	Health Plans	57%	1
218	AT&T;	Internet Service	57%	1
218	Verizon	Internet Service	57%	2
226	HSBC	Banks	56%	-15
226	American Family	Insurance Carriers	56%	-11
226	AirTran Airways	Airlines	56%	-5
226	Fujitsu	Major Appliances	56%	-4
226	Hertz	Rental Cars	56%	-3
226	Optimum (iO)/Cablevision	TV Service	56%	2
232	21st Century	Insurance Carriers	55%	-12
232	Dodge	Auto Dealers	55%	-12
232	Compaq	Computers	55%	-7
232	Sony	Computers	55%	-7
232	Haier	Major Appliances	55%	-6
232	Health Net	Health Plans	55%	-2
232	MSN	Internet Service	55%	-1
232	Charter Communications	Internet Service	55%	-1
232	Time Warner	Internet Service	55%	0
241	Blackboard	Software	54%	-9
241	Westin	Hotels	54%	-6
241	Dollar	Rental Cars	54%	-5
241	CIGNA	Health Plans	54%	-3
241	Verizon	TV Service	54%	-1
246	DHL	Parcel Delivery	53%	-20
246	Residence Inn	Hotels	53%	-7
246	Anthem (BCBS)	Health Plans	53%	-4
246	Qwest	Internet Service	53%	-3
246	AT&T;	TV Service	53%	-1
251	US Airways	Airlines	52%	-9
251	Hitachi	Major Appliances	52%	-9
251	Time Warner Cable	TV Service	52%	-2
254	HSBC	Credit Cards	51%	-17
254	Days Inn	Hotels	51%	-9
256	Chrysler	Auto Dealers	50%	-17
256	Crowne Plaza	Hotels	50%	-11
258	CareFirst (BCBS)	Health Plans	48%	-8
258	Charter Communications	TV Service	48%	-6
260	Motel 6	Hotels	47%	-13
260	Super 8	Hotels	47%	-13
260	Comcast	Internet Service	47%	-9
260	Comcast	TV Service	47%	-8
264	US Cellular	Wireless Carriers	46%	-17
265	Medicaid	Health Plans	45%	-11
266	Highmark (BCBS)	Health Plans	44%	-12
267	Empire (BCBS)	Health Plans	42%	-14
268	Coventry Health Care	Health Plans	41%	-16

See the 2013 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 2014 Temkin Experience Ratings.

The dataset includes details for all three component scores for the 268 companies in the 2014 ratings. In addition, it provides average industry ratings across six age groups of consumers.

For more information, see the Temkin Experience Ratings Overview.