2015 Temkin Experience Ratings 2015

Rank	Company	Industry	Temkin Experience Rating (TER)	Company TER vs Industry TER
1	Publix	Supermarket Chain	85%	6
2	Aldi	Supermarket Chain	84%	5
2	H.E.B.	Supermarket Chain	84%	5
4	Chick-fil-A	Fast Food	82%	6
4	Amazon.com	Retailer	82%	7
4	PetSmart	Retailer	82%	7
4	Trader Joe's	Supermarket Chain	82%	4
8	A credit union	Bank	81%	10
8	USAA	Bank	81%	11
8	Papa John's	Fast Food	81%	5
8	Walgreens	Retailer	81%	6
8	Hannaford's	Supermarket Chain	81%	2
13	USAA	Credit Cards	80%	12
13	Dairy Queen	Fast Food	80%	4
13	Panera Bread	Fast Food	80%	3
13	Sonic Drive-In	Fast Food	80%	3
13	Subway	Fast Food	80%	3
13	Hy-Vee	Supermarket Chain	80%	1
19	Bed Bath & Beyond	Retailer	79%	5
19	Costco	Retailer	79%	4
19	Lowe's	Retailer	79%	5
22	Regions	Bank	78%	7
22	Dunkin' Donuts	Fast Food	78%	2
22	Pizza Hut	Fast Food	78%	2
22	Popeye's Louisiana Kitchen	Fast Food	78%	2
22	Taco Bell	Fast Food	78%	1
22	Advance Auto Parts	Retailer	78%	4
22	O'Reilly Auto Parts	Retailer	78%	4
22	Food Lion	Supermarket Chain	78%	-1
22	Kroger	Supermarket Chain	78%	-1
22	ShopRite	Supermarket Chain	78%	-1
22	Whole Foods	Supermarket Chain	78%	-1
33	Chipotle Mexican Grill	Fast Food	77%	0
33	Starbucks	Fast Food	77%	1
33	Wendy's	Fast Food	77%	0
33	BJ's Wholesale Club	Retailer	77%	3
33	Dollar Tree	Retailer	77%	2
33	Home Depot	Retailer	77%	3
33	Rite Aid	Retailer	77%	2
33	Albertsons	Supermarket Chain	77%	-1
41	Amazon	Computers and Tablets	76%	13
41	Arby's	Fast Food	76%	0
41	Ace Hardware	Retailer	76%	2
41	AutoZone	Retailer	76%	1
41	Barnes & Noble	Retailer	76%	1
41	CVS	Retailer	76%	2
41	Dollar General	Retailer	76%	1
41	Sam's Club	Retailer	76%	2
41	Giant Eagle	Supermarket Chain	76%	-3
41	Stop & Shop	Supermarket Chain	76%	-3
41	Wegmans	Supermarket Chain	76%	-3
52	JetBlue Airlines	Airline	75%	12
52	Little Caesar's	Fast Food	75%	-1
52	Marriott	Hotel	75%	9
52	USAA	Insurance Carrier	75%	10
52	JCPenney	Retailer	75%	0
52	QVC	Retailer	75%	1
52	Staples	Retailer	75%	1
52	Safeway	Supermarket Chain	75%	-4
60	Domino's	Fast Food	74%	-2
60	KFC	Fast Food	74%	-3
60	Panda Express	Fast Food	74%	-3
60	Courtyard By Marriott	Hotel	74%	7
60	Sheraton	Hotel	74%	8
60	UPS	Parcel Delivery	74%	1
60	eBay	Retailer	74%	0
60	Family Dollar	Retailer	74%	-1
60	Kohl's	Retailer	74%	-1
60	Nordstrom	Retailer	74%	0
60	Office Depot	Retailer	74%	-1
60	OfficeMax	Retailer	74%	-1
60	Target	Retailer	74%	-1
60	Victoria Secret	Retailer	74%	-1
60	Georgia Power	Utility	74%	12
60	Southern California Gas Company	Utility	74%	12
76	Lexus	Auto Dealer	73%	10
76	Chase	Bank	73%	2
76	Citizens	Bank	73%	2
76	PNC	Bank	73%	2
76	SunTrust Bank	Bank	73%	3
76	American Express	Credit Cards	73%	6
76	Discover	Credit Cards	73%	6
76	Burger King	Fast Food	73%	-3
76	Hampton Inn	Hotel	73%	7
76	FedEx	Parcel Delivery	73%	0
76	U.S. Postal Service	Parcel Delivery	73%	0
76	Marshalls	Retailer	73%	-1
76	T.J. Maxx	Retailer	73%	-1
89	Southwest Airlines	Airline	72%	9
89	Capital One 360	Bank	72%	1
89	TD Bank	Bank	72%	1
89	U.S. Bank	Bank	72%	1
89	Hardees	Fast Food	72%	-4
89	McDonalds	Fast Food	72%	-5
89	Hilton	Hotel	72%	6
89	Hyatt	Hotel	72%	6
89	Fidelity Investments	Investment Firm	72%	8
89	Macy's	Retailer	72%	-2
89	Old Navy	Retailer	72%	-2
100	Toyota	Auto Dealer	71%	7
100	State Farm	Insurance Carrier	71%	5
100	7-Eleven	Retailer	71%	-3
100	Apple Retail Store	Retailer	71%	-3
100	Toys 'R' Us	Retailer	71%	-3
105	GEICO	Insurance Carrier	70%	4
105	Ross	Retailer	70%	-5
105	True Value	Retailer	70%	-4
105	Wal-Mart	Retailer	70%	-5
109	Alaska Airlines	Airline	69%	7
109	Delta Airlines	Airline	69%	7
109	Honda	Auto Dealer	69%	5
109	Barclaycard	Credit Cards	69%	1
109	Holiday Inn Express	Hotel	69%	2
109	Residence Inn	Hotel	69%	3
109	Charles Schwab	Investment Firm	69%	5
109	Alamo	Rental Cars	69%	9
109	Foot Locker	Retailer	69%	-5
109	Kmart	Retailer	69%	-6
119	Apple	Computers and Tablets	68%	6
119	Chase	Credit Cards	68%	1
119	La Quinta Inn	Hotel	68%	2
119	Progressive	Insurance Carrier	68%	2
119	The Hartford	Insurance Carrier	68%	2
119	Vanguard	Investment Firm	68%	4
119	Best Buy	Retailer	68%	-7
119	GameStop	Retailer	68%	-6
119	Florida Power & Light	Utility	68%	6
128	Bank of America	Bank	67%	-4
128	Capital One	Bank	67%	-4
128	Jack in the Box	Fast Food	67%	-9
128	TriCare	Health Plan	67%	13
128	Westin	Hotel	67%	1
128	Enterprise	Rental Cars	67%	7
128	Southern California Edison	Utility	67%	5
128	Virgin Mobile	Wireless Carrier	67%	6
136	Nissan	Auto Dealer	66%	2
136	Fifth Third	Bank	66%	-5
136	Wells Fargo	Bank	66%	-4
136	Capital One	Credit Cards	66%	-1
136	Citigroup	Credit Cards	66%	-1
136	U.S. Bank	Credit Cards	66%	-1
136	Kaiser Permanente	Health Plan	66%	11
136	Embassy Suites	Hotel	66%	0
136	Holiday Inn	Hotel	66%	0
136	Allstate	Insurance Carrier	66%	1
136	Scottrade	Investment Firm	66%	2
136	Gap	Retailer	66%	-8
136	Apple	Software Firm	66%	6
136	Google	Software Firm	66%	5
136	Bi-Lo	Supermarket Chain	66%	-12
151	Samsung	Major Appliances	65%	5
151	BMW	Auto Dealer	65%	2
151	Chevrolet	Auto Dealer	65%	1
151	Comfort Inn	Hotel	65%	-2
151	Ameriprise Financial	Investment Firm	65%	1
151	National	Rental Cars	65%	5
151	T-Mobile	Wireless Carrier	65%	4
158	Electrolux	Major Appliances	64%	3
158	Whirlpool	Major Appliances	64%	4
158	Ford	Auto Dealer	64%	1
158	Hewlett-Packard	Computers and Tablets	64%	1
158	Best Western	Hotel	64%	-3
158	Fairfield Inn	Hotel	64%	-2
158	A credit union	Investment Firm	64%	0
158	Sears	Retailer	64%	-10
158	Intuit	Software Firm	64%	3
158	Dominion Virginia Power	Utility	64%	2
168	Virgin America	Airline	63%	0
168	Kenmore	Major Appliances	63%	3
168	Dodge	Auto Dealer	63%	-1
168	Mazda	Auto Dealer	63%	-1
168	Mercedes-Benz	Auto Dealer	63%	-1
168	Bank of America	Credit Cards	63%	-4
168	Humana	Health Plan	63%	8
168	Doubletree	Hotel	63%	-3
168	Quality Inn	Hotel	63%	-4
168	AAA	Insurance Carrier	63%	-2
168	Edward Jones	Investment Firm	63%	-1
168	Merrill Lynch	Investment Firm	63%	-1
168	DHL	Parcel Delivery	63%	-10
168	RadioShack	Retailer	63%	-12
168	Symantec	Software Firm	63%	3
168	Commonwealth Edison	Utility	63%	1
168	DTE Energy Electric Company	Utility	63%	1
168	PSE&G;	Utility	63%	1
168	TracFone	Wireless Carrier	63%	2
187	LG	Major Appliances	62%	2
187	Buick	Auto Dealer	62%	-2
187	Hyundai	Auto Dealer	62%	-2
187	Citibank	Bank	62%	-9
187	Nationwide	Insurance Carrier	62%	-3
187	Travelers	Insurance Carrier	62%	-4
187	Morgan Stanley Smith Barney	Investment Firm	62%	-2
187	Wells Fargo Advisors	Investment Firm	62%	-2
187	ACE Rent A Car	Rental Cars	62%	2
187	Hertz	Rental Cars	62%	2
187	US Cellular	Wireless Carrier	62%	0
187	Verizon Wireless	Wireless Carrier	62%	1
199	Cadillac	Auto Dealer	61%	-2
199	Volkswagen	Auto Dealer	61%	-2
199	BB&T;	Bank	61%	-10
199	Wells Fargo	Credit Cards	61%	-6
199	American Family	Insurance Carrier	61%	-5
199	Liberty Mutual	Insurance Carrier	61%	-4
199	Sony	Software Firm	61%	1
199	Cablevision Optimum	TV Service	61%	9
207	Kia	Auto Dealer	60%	-3
207	Barnes & Noble	Computers and Tablets	60%	-3
207	Sony	Computers and Tablets	60%	-3
207	Toshiba	Computers and Tablets	60%	-3
207	Super 8	Hotel	60%	-6
207	Optimum	Internet Service	60%	9
207	DirecTV	TV Service	60%	8
207	Duke Energy Progress	Utility	60%	-2
207	Pacific Gas and Electric Company	Utility	60%	-2
207	AT&T;	Wireless Carrier	60%	-1
207	MetroPCS	Wireless Carrier	60%	-1
218	Haier	Major Appliances	59%	-2
218	GM	Auto Dealer	59%	-4
218	Medicare	Health Plan	59%	4
218	United Healthcare	Health Plan	59%	4
218	Farmers	Insurance Carrier	59%	-7
218	AOL	Internet Service	59%	8
218	TD Ameritrade	Investment Firm	59%	-4
218	Microsoft	Software Firm	59%	-1
226	PNC	Credit Cards	58%	-10
226	MetLife	Insurance Carrier	58%	-8
226	Avis	Rental Cars	58%	-2
226	McAfee	Software Firm	58%	-2
230	American Airlines	Airline	57%	-6
230	Bosch	Major Appliances	57%	-3
230	Subaru	Auto Dealer	57%	-6
230	Acer	Computers and Tablets	57%	-5
230	Dell	Computers and Tablets	57%	-6
230	Crowne Plaza	Hotel	57%	-10
230	Days Inn	Hotel	57%	-9
230	Verizon	Internet Service	57%	6
230	*ETRADE**	Investment Firm	57%	-7
230	Budget	Rental Cars	57%	-3
230	Activision	Software Firm	57%	-3
230	Verizon	TV Service	57%	5
242	United Airlines	Airline	56%	-7
242	Jeep	Auto Dealer	56%	-8
242	Cablevision	Internet Service	56%	5
245	US Airways	Airline	55%	-7
245	Asus	Computers and Tablets	55%	-8
245	Lenovo	Computers and Tablets	55%	-8
245	Cox Communications	Internet Service	55%	4
245	Capital One 360	Investment Firm	55%	-9
245	Advantage Rent-A-Car	Rental Cars	55%	-5
245	Bright House Networks	TV Service	55%	3
245	Sprint	Wireless Carrier	55%	-6
253	Chrysler	Auto Dealer	54%	-10
253	HSBC	Credit Cards	54%	-13
253	AT&T;	Internet Service	54%	3
253	Charter Communications	Internet Service	54%	2
253	Adobe	Software Firm	54%	-6
253	AT&T;	TV Service	54%	2
253	Dish Network	TV Service	54%	2
253	Consumers Energy Company	Utility	54%	-8
261	Audi	Auto Dealer	53%	-11
261	BCBS plan not listed	Health Plan	53%	-1
261	Motel 6	Hotel	53%	-13
264	AirTran Airways	Airline	52%	-10
264	Toshiba	Major Appliances	52%	-9
264	Aetna	Health Plan	52%	-2
264	Anthem	Health Plan	52%	-2
264	BCBS of Michigan	Health Plan	52%	-3
264	Amica	Insurance Carrier	52%	-13
270	Medicaid	Health Plan	51%	-3
270	21st Century	Insurance Carrier	51%	-14
270	CenturyLink	Internet Service	51%	-1
270	Cox Communications	TV Service	51%	-1
274	CIGNA	Health Plan	50%	-4
274	Frontier	Internet Service	50%	-1
274	Thrifty	Rental Cars	50%	-11
277	Ramada Inn	Hotel	49%	-17
278	Blue Shield of California	Health Plan	48%	-6
278	Charter Communications	TV Service	48%	-4
278	Time Warner Cable	TV Service	48%	-4
281	Spirit Airlines	Airline	47%	-16
281	Hitachi	Major Appliances	47%	-13
281	BCBS of Florida	Health Plan	47%	-8
281	Time Warner	Internet Service	47%	-5
281	Dollar	Rental Cars	47%	-13
281	Blackboard	Software Firm	47%	-13
281	Consolidated Edison Company of New York	Utility	47%	-15
288	Health Net	Health Plan	46%	-8
289	Fujitsu	Major Appliances	45%	-15
289	Comcast	Internet Service	45%	-6
291	Comcast	TV Service	43%	-9
292	Fox Rent A Car	Rental Cars	42%	-18
293	Coventry Health Care	Health Plan	39%	-16

See the 2014 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, Success, Effort, and Emotion, 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 2015 Temkin Experience Ratings.

The dataset includes details for all three component scores for the 293 companies in the 2015 ratings. In addition, it provides average industry ratings across six age groups of consumers.

For more information, see the Temkin Experience Ratings Overview.