2016 Temkin Forgiveness Ratings 2016

Rank	Company	Industry	Temkin Forgiveness Ratings (TFR)	Company TFR vs Industry TFR
1	USAA	Banks	57%	26
2	Publix	Supermarkets	55%	13
3	USAA	Credit Cards	51%	24
4	Amazon (Kindle)	Computers & Tablets	50%	16
4	Amazon.com	Retailers	50%	12
4	Food Lion	Supermarkets	50%	8
4	H-E-B	Supermarkets	50%	7
8	Mercedes-Benz	Auto Dealers	49%	16
8	Wawa Food Markets	Supermarkets	49%	7
10	Kroger	Supermarkets	48%	5
11	Morgan Stanley Smith Barney	Investment Firms	47%	15
11	Lexus	Auto Dealers	47%	14
11	Electrolux	Major Appliances	47%	14
11	Holiday Inn Express	Hotels	47%	14
11	Costco	Retailers	47%	10
16	Alabama Power Company	Utilities	46%	16
16	USAA	Insurance Carriers	46%	16
16	Chick-fil-A	Fast Food	46%	14
16	QVC	Retailers	46%	9
16	Aldi	Supermarkets	46%	4
16	Wegmans	Supermarkets	46%	3
22	A credit union	Banks	45%	14
22	ShopRite	Supermarkets	45%	3
22	Giant Eagle	Supermarkets	45%	3
25	Buick	Auto Dealers	44%	11
25	RadioShack	Retailers	44%	7
25	T.J. Maxx	Retailers	44%	7
25	Hy-Vee	Supermarkets	44%	1
29	ACE Rent A Car	Rental Cars	43%	12
29	Hitachi	Major Appliances	43%	10
29	Ace Hardware	Retailers	43%	6
29	Dollar Tree	Retailers	43%	6
29	Trader Joe’s	Supermarkets	43%	0
34	Edward Jones	Investment Firms	42%	10
34	Advantage Rent-A-Car	Rental Cars	42%	10
34	Apple	Computers & Tablets	42%	8
34	Nordstrom	Retailers	42%	5
34	True Value	Retailers	42%	5
34	Walgreens	Retailers	42%	5
34	7-Eleven	Retailers	42%	5
41	National Car Rental	Rental Cars	41%	10
41	Audi	Auto Dealers	41%	8
41	Residence Inn	Hotels	41%	7
41	Foot Locker	Retailers	41%	4
41	JCPenney	Retailers	41%	3
41	Winn-Dixie	Supermarkets	41%	-1
47	Holiday Inn	Hotels	40%	7
47	Google	Software Firms	40%	6
47	Save-a-Lot	Supermarkets	40%	-2
50	US Airways	Airlines	39%	10
50	Fox Rent A Car	Rental Cars	39%	8
50	Regions	Banks	39%	7
50	Ameriprise Financial	Investment Firms	39%	7
50	Hardees	Fast Food	39%	7
50	Barnes & Noble (Nook)	Computers & Tablets	39%	6
50	Courtyard By Marriott	Hotels	39%	5
50	Apple (for software)	Software Firms	39%	5
50	Comfort Inn	Hotels	39%	5
50	Hyatt	Hotels	39%	5
50	Dollar General	Retailers	39%	2
50	PetSmart	Retailers	39%	2
50	Sam's Club	Retailers	39%	2
50	Hannaford	Supermarkets	39%	-4
64	Nationwide	Insurance Carriers	38%	8
64	Baskin Robbins	Fast Food	38%	6
64	Bosch	Major Appliances	38%	6
64	Intuit	Software Firms	38%	5
64	Best Western	Hotels	38%	5
64	Hilton	Hotels	38%	4
64	Sony	Software Firms	38%	4
64	Fairfield Inn	Hotels	38%	4
64	U.S. Postal Service	Parcel Delivery	38%	3
64	BJ’s Wholesale Club	Retailers	38%	1
74	CenterPoint Energy	Utilities	37%	8
74	21st Century	Insurance Carriers	37%	7
74	IHOP	Fast Food	37%	5
74	Dunkin’ Donuts	Fast Food	37%	5
74	Chevrolet	Auto Dealers	37%	4
74	Blackboard	Software Firms	37%	3
74	Lowe's	Retailers	37%	0
74	Michael’s	Retailers	37%	0
74	Old Navy	Retailers	37%	0
74	Albertsons	Supermarkets	37%	-5
84	Dominion Virginia Power	Utilities	36%	6
84	TD Bank	Banks	36%	5
84	Pizza Hut	Fast Food	36%	3
84	Ford	Auto Dealers	36%	3
84	Toyota	Auto Dealers	36%	3
84	Sony	Computers & Tablets	36%	2
84	eBay	Retailers	36%	-1
84	Family Dollar	Retailers	36%	-1
84	Ross	Retailers	36%	-1
93	Alaska Airlines	Airlines	35%	6
93	TXU Energy	Utilities	35%	6
93	Southern California Gas Company	Utilities	35%	5
93	Florida Power & Light	Utilities	35%	5
93	Georgia Power	Utilities	35%	5
93	Capital One 360	Investment Firms	35%	3
93	Subway	Fast Food	35%	3
93	Dairy Queen	Fast Food	35%	3
93	Domino’s	Fast Food	35%	3
93	Microsoft	Software Firms	35%	1
93	UPS	Parcel Delivery	35%	0
93	Target	Retailers	35%	-2
93	Barnes & Noble	Retailers	35%	-2
106	JetBlue Airlines	Airlines	34%	5
106	Citizens	Banks	34%	3
106	Sonic Drive-In	Fast Food	34%	2
106	Samsung	Major Appliances	34%	2
106	BMW	Auto Dealers	34%	1
106	Wyndham	Hotels	34%	0
106	Hampton Inn	Hotels	34%	0
106	Marriott	Hotels	34%	0
106	Radisson	Hotels	34%	0
106	Westin	Hotels	34%	0
106	Sheraton	Hotels	34%	0
106	Macy's	Retailers	34%	-3
106	Best Buy	Retailers	34%	-3
106	Safeway	Supermarkets	34%	-8
106	Piggly Wiggly	Supermarkets	34%	-9
121	TriCare	Health Plans	33%	12
121	Southwest Airlines	Airlines	33%	4
121	Virgin America	Airlines	33%	4
121	Columbia Natural Gas	Utilities	33%	3
121	A credit union	Investment Firms	33%	2
121	PNC	Banks	33%	2
121	LG	Major Appliances	33%	1
121	Cadillac	Auto Dealers	33%	0
121	Honda	Auto Dealers	33%	0
121	Office Depot	Retailers	33%	-4
121	Bed Bath & Beyond	Retailers	33%	-4
121	OfficeMax	Retailers	33%	-4
121	Apple Retail Store	Retailers	33%	-4
121	Staples	Retailers	33%	-4
121	O'Reilly Auto Parts	Retailers	33%	-5
121	Vons	Supermarkets	33%	-9
137	U.S. Bank	Credit Cards	32%	4
137	DTE Energy Electric Company	Utilities	32%	2
137	AAA	Insurance Carriers	32%	2
137	Allstate	Insurance Carriers	32%	2
137	Arby’s	Fast Food	32%	-1
137	Activision	Software Firms	32%	-2
137	FedEx	Parcel Delivery	32%	-3
137	AutoZone	Retailers	32%	-5
137	Rite Aid	Retailers	32%	-5
137	Marshalls	Retailers	32%	-5
137	Kmart	Retailers	32%	-5
137	Whole Foods	Supermarkets	32%	-11
149	Consolidated Edison Company of New York	Utilities	31%	1
149	New York Life	Insurance Carriers	31%	1
149	Capital One 360	Banks	31%	0
149	Dollar	Rental Cars	31%	0
149	Charles Schwab	Investment Firms	31%	-1
149	Merrill Lynch	Investment Firms	31%	-1
149	Avis	Rental Cars	31%	-1
149	Whirlpool	Major Appliances	31%	-1
149	Kia	Auto Dealers	31%	-2
149	eMachines	Computers & Tablets	31%	-3
149	DHL	Parcel Delivery	31%	-4
149	Home Depot	Retailers	31%	-6
149	Gap	Retailers	31%	-6
162	Medicare	Health Plans	30%	10
162	Kaiser Permanente	Health Plans	30%	9
162	Discover	Credit Cards	30%	3
162	Capital One	Credit Cards	30%	3
162	Wells Fargo	Credit Cards	30%	2
162	Ameren Illinois Company	Utilities	30%	0
162	State Farm	Insurance Carriers	30%	0
162	Alamo Rent A Car	Rental Cars	30%	-1
162	SunTrust Bank	Banks	30%	-1
162	Enterprise Rent-A-Car	Rental Cars	30%	-2
162	Jack in the Box	Fast Food	30%	-2
162	Hewlett-Packard	Computers & Tablets	30%	-3
162	Subaru	Auto Dealers	30%	-3
162	Wal-Mart	Retailers	30%	-7
162	Sears	Retailers	30%	-7
162	CVS	Retailers	30%	-7
162	Toys 'R' Us	Retailers	30%	-8
179	PSE&G;	Utilities	29%	-1
179	Progressive	Insurance Carriers	29%	-1
179	GEICO	Insurance Carriers	29%	-1
179	Capital One	Banks	29%	-2
179	Fifth Third	Banks	29%	-2
179	Chase	Banks	29%	-2
179	Fidelity Investments	Investment Firms	29%	-2
179	Vanguard	Investment Firms	29%	-3
179	Starbucks	Fast Food	29%	-3
179	Dodge	Auto Dealers	29%	-4
179	Haier	Major Appliances	29%	-4
179	Symantec	Software Firms	29%	-4
179	Advance Auto Parts	Retailers	29%	-8
179	Kohl's	Retailers	29%	-8
193	MetroPCS	Wireless Carriers	28%	5
193	American Express	Credit Cards	28%	1
193	Wells Fargo	Banks	28%	-3
193	Little Caesar’s	Fast Food	28%	-4
193	TD Ameritrade	Investment Firms	28%	-4
193	McDonalds	Fast Food	28%	-4
193	Fujitsu	Major Appliances	28%	-4
193	Taco Bell	Fast Food	28%	-5
193	Nissan	Auto Dealers	28%	-5
193	Hyundai	Auto Dealers	28%	-5
193	Lenovo	Computers & Tablets	28%	-5
193	La Quinta Inn	Hotels	28%	-6
193	Toshiba	Computers & Tablets	28%	-6
193	Days Inn	Hotels	28%	-6
193	GameStop	Retailers	28%	-9
208	TracFone	Wireless Carriers	27%	4
208	Chase	Credit Cards	27%	-1
208	Farmers	Insurance Carriers	27%	-4
208	Dell	Computers & Tablets	27%	-7
208	Adobe	Software Firms	27%	-7
208	Stop & Shop	Supermarkets	27%	-15
214	Virgin Mobile	Wireless Carriers	26%	3
214	Delta Airlines	Airlines	26%	-3
214	Southern California Edison	Utilities	26%	-4
214	Wells Fargo Advisors	Investment Firms	26%	-5
214	*ETRADE**	Investment Firms	26%	-6
214	U.S. Bank	Banks	26%	-6
214	Wendy’s	Fast Food	26%	-6
214	GE	Major Appliances	26%	-6
214	Toshiba	Major Appliances	26%	-7
214	Acer	Computers & Tablets	26%	-7
214	Volkswagen	Auto Dealers	26%	-7
225	Liberty Mutual	Insurance Carriers	25%	-5
225	Thrifty	Rental Cars	25%	-6
227	Aetna	Health Plans	24%	3
227	Hertz	Rental Cars	24%	-7
227	Bank of America	Banks	24%	-7
227	KFC	Fast Food	24%	-9
231	AT&T;	Internet Service	23%	9
231	Medicaid	Health Plans	23%	3
231	Bank of America	Credit Cards	23%	-4
231	Barclaycard	Credit Cards	23%	-4
231	United Airlines	Airlines	23%	-6
231	MetLife	Insurance Carriers	23%	-7
231	Budget	Rental Cars	23%	-8
231	Crowne Plaza	Hotels	23%	-11
239	DirecTV	TV Service	22%	10
239	CareFirst (BCBS)	Health Plans	22%	1
239	T-Mobile	Wireless Carriers	22%	-1
239	Verizon Wireless	Wireless Carriers	22%	-1
239	AT&T;	Wireless Carriers	22%	-1
239	HSBC	Credit Cards	22%	-5
239	Duke Energy Progress	Utilities	22%	-8
239	American Airlines	Airlines	22%	-8
239	American Family	Insurance Carriers	22%	-8
239	Jeep	Auto Dealers	22%	-11
239	Chrysler	Auto Dealers	22%	-12
239	Compaq	Computers & Tablets	22%	-12
239	Gateway	Computers & Tablets	22%	-12
252	Dish Network	TV Service	21%	8
252	AOL	Internet Service	21%	8
252	Blue Shield of California	Health Plans	21%	1
252	Empire (BCBS)	Health Plans	21%	0
252	Sprint	Wireless Carriers	21%	-2
252	Scottrade	Investment Firms	21%	-11
252	Burger King	Fast Food	21%	-12
259	Verizon	Internet Service	20%	7
259	CIGNA	Health Plans	20%	0
259	Commonwealth Edison	Utilities	20%	-10
259	GM	Auto Dealers	20%	-13
263	Cablevision Optimum	TV Service	19%	6
263	Humana	Health Plans	19%	-1
263	Spirit Airlines	Airlines	19%	-10
263	Pacific Gas and Electric Company	Utilities	19%	-11
267	Verizon	TV Service	18%	6
267	Highmark (BCBS)	Health Plans	18%	-2
267	The Hartford	Insurance Carriers	18%	-12
267	Travelers	Insurance Carriers	18%	-13
267	McAfee	Software Firms	18%	-15
272	United Healthcare	Health Plans	17%	-3
272	Coventry Health Care	Health Plans	17%	-4
272	Consumers Energy Company	Utilities	17%	-12
272	Mazda	Auto Dealers	17%	-16
272	Super 8	Hotels	17%	-17
272	Quality Inn	Hotels	17%	-17
278	Cablevision	Internet Service	16%	2
279	AT&T;	TV Service	15%	3
279	Bright House Networks	TV Service	15%	3
281	BCBS plan not listed	Health Plans	14%	-7
281	Citigroup	Credit Cards	14%	-14
283	Cox Communications	Internet Service	13%	-1
283	Citibank	Banks	13%	-18
285	Cox Communications	TV Service	12%	0
285	Anthem (BCBS)	Health Plans	12%	-8
287	Time Warner Cable	TV Service	9%	-3
287	Time Warner Cable	Internet Service	9%	-4
289	Health Net	Health Plans	8%	-13
290	Charter Communications	Internet Service	6%	-8
291	Motel 6	Hotels	5%	-28
292	Charter Communications	TV Service	4%	-8
293	Comcast	Internet Service	2%	-11
294	Comcast	TV Service	-1%	-14

See the 2015 Ratings

Calculating the Temkin Forgiveness Ratings

The Temkin Forgiveness Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how likely they would be to forgive the companies if those firms made a mistake. For more information, see the Temkin Forgiveness Ratings Overview.

Purchase Data

For only $295, you can download an Excel workbook with the underlying data from the 2016 Temkin Forgiveness Ratings in addition to the overall ratings from 2015.

The dataset includes details for all three component scores for the 294 companies in the 2016 ratings. In addition, it provides average industry ratings across six age groups of consumers.

For more information, see the Temkin Forgiveness Ratings Overview.