2015 Temkin Customer Service Ratings

Rating	Company	Industry	Temkin Customer Service Ratings (TCSR)	Company TCSR vs Industry TCSR
1	USAA	Bank	79%	19
2	Chick-fil-A	Fast food	75%	16
3	A credit union	Bank	74%	15
3	Aldi	Supermarket	74%	9
3	Trader Joe's	Supermarket	74%	9
6	USAA	Insurance	73%	16
6	Publix	Supermarket	73%	8
8	USAA	Credit cards	72%	17
9	Panera Bread	Fast food	71%	13
9	H-E-B	Supermarket	71%	6
11	Amazon.com	Retailer	70%	9
12	Bed Bath & Beyond	Retailer	69%	8
13	Lexus	Auto dealer	68%	15
13	eBay	Retailer	68%	7
13	Costco	Retailer	68%	7
13	JCPenney	Retailer	68%	7
13	Home Depot	Retailer	68%	7
18	Regions	Bank	67%	8
18	SunTrust Bank	Bank	67%	7
18	Lowe's	Retailer	67%	7
18	O'Reilly Auto Parts	Retailer	67%	7
18	Whole Foods	Supermarket	67%	2
23	JetBlue Airlines	Airline	66%	17
23	Marriott	Hotel	66%	13
23	Amazon	Computers	66%	12
23	Fidelity Investments	Investments	66%	10
23	Sam's Club	Retailer	66%	6
23	QVC	Retailer	66%	6
23	PetSmart	Retailer	66%	6
23	AutoZone	Retailer	66%	5
23	Kroger	Supermarket	66%	1
23	Food Lion	Supermarket	66%	1
33	Rite Aid	Retailer	65%	5
33	Barnes & Noble	Retailer	65%	5
35	Residence Inn	Hotel	64%	10
35	Capital One 360	Bank	64%	4
35	Walgreens	Retailer	64%	4
35	Marshalls	Retailer	64%	3
35	Wegmans	Supermarket	64%	-1
40	Apple	Computers	63%	9
40	Dunkin' Donuts	Fast food	63%	5
40	Dairy Queen	Fast food	63%	5
40	Sonic Drive-In	Fast food	63%	4
40	Chase	Bank	63%	3
45	Southwest Airlines	Airline	62%	12
45	Hilton	Hotel	62%	8
45	American Express	Credit cards	62%	7
45	State Farm	Insurance	62%	6
45	Papa John's	Fast food	62%	4
45	TD Bank	Bank	62%	2
45	PNC	Bank	62%	2
45	Ace Hardware	Retailer	62%	2
45	Advance Auto Parts	Retailer	62%	1
45	Apple Retail Store	Retailer	62%	1
45	Hy-Vee	Supermarket	62%	-3
45	Giant Eagle	Supermarket	62%	-3
45	ShopRite	Supermarket	62%	-3
58	Georgia Power	Utility	61%	17
58	Courtyard By Marriott	Hotel	61%	8
58	Starbucks	Fast food	61%	3
58	Panda Express	Fast food	61%	3
58	Family Dollar	Retailer	61%	1
58	Victoria Secret	Retailer	61%	0
64	Southern California Gas Company	Utility	60%	16
64	Sheraton	Hotel	60%	7
64	A credit union	Investments	60%	5
64	AAA	Insurance	60%	3
64	GEICO	Insurance	60%	3
64	Popeye's Louisiana Kitchen	Fast food	60%	1
64	T.J. Maxx	Retailer	60%	-1
64	Dollar General	Retailer	60%	-1
72	Toyota	Auto dealer	59%	6
72	Holiday Inn	Hotel	59%	6
72	Discover	Credit cards	59%	4
72	Charles Schwab	Investments	59%	3
72	Hardees	Fast food	59%	0
72	U.S. Bank	Bank	59%	-1
72	Albertsons	Supermarket	59%	-6
72	Stop & Shop	Supermarket	59%	-6
80	TriCare	Health plan	58%	18
80	National	Car rentals	58%	9
80	Hyatt	Hotel	58%	4
80	Capital One	Credit cards	58%	3
80	Ameriprise Financial	Investments	58%	2
80	The Hartford	Insurance	58%	2
80	Taco Bell	Fast food	58%	0
80	Chipotle Mexican Grill	Fast food	58%	0
80	Arby's	Fast food	58%	-1
80	Pizza Hut	Fast food	58%	-1
80	Domino's	Fast food	58%	-1
80	Ross	Retailer	58%	-2
80	Macy's	Retailer	58%	-2
80	GameStop	Retailer	58%	-2
80	CVS	Retailer	58%	-2
80	Staples	Retailer	58%	-3
80	Toys 'R' Us	Retailer	58%	-3
97	Sony	Software	57%	10
97	Apple	Software	57%	9
97	Enterprise	Car rentals	57%	8
97	Mazda	Auto dealer	57%	5
97	Holiday Inn Express	Hotel	57%	4
97	Doubletree	Hotel	57%	3
97	U.S. Bank	Credit cards	57%	2
97	Morgan Stanley Smith Barney	Investments	57%	1
97	Kohl's	Retailer	57%	-3
97	Dollar Tree	Retailer	57%	-3
97	Target	Retailer	57%	-3
97	BJ's Wholesale Club	Retailer	57%	-4
97	OfficeMax	Retailer	57%	-4
110	ACE Rent A Car	Car rentals	56%	7
110	Delta Airlines	Airline	56%	6
110	Nissan	Auto dealer	56%	4
110	Honda	Auto dealer	56%	3
110	Hampton Inn	Hotel	56%	2
110	UPS	Parcel delivery	56%	1
110	Vanguard	Investments	56%	1
110	Progressive	Insurance	56%	0
110	Wendy's	Fast food	56%	-3
110	Bank of America	Bank	56%	-3
110	Capital One	Bank	56%	-4
110	7-Eleven	Retailer	56%	-4
122	BMW	Auto dealer	55%	2
122	U.S. Postal Service	Parcel delivery	55%	1
122	Hewlett-Packard	Computers	55%	1
122	Scottrade	Investments	55%	-1
122	Merrill Lynch	Investments	55%	-1
122	Allstate	Insurance	55%	-1
122	American Family	Insurance	55%	-2
122	KFC	Fast food	55%	-3
122	Best Buy	Retailer	55%	-5
122	Office Depot	Retailer	55%	-5
122	Kmart	Retailer	55%	-6
122	Safeway	Supermarket	55%	-10
134	Alaska Airlines	Airline	54%	4
134	Kenmore	Appliances	54%	4
134	Virgin America	Airline	54%	4
134	Dodge	Auto dealer	54%	1
134	Mercedes-Benz	Auto dealer	54%	1
134	Toshiba	Computers	54%	0
134	Little Caesar's	Fast food	54%	-4
134	Subway	Fast food	54%	-5
134	Citizens	Bank	54%	-6
143	Samsung	Appliances	53%	4
143	Cadillac	Auto dealer	53%	0
143	Volkswagen	Auto dealer	53%	0
143	Citigroup	Credit cards	53%	-1
143	FedEx	Parcel delivery	53%	-1
143	Travelers	Insurance	53%	-4
143	McDonalds	Fast food	53%	-6
150	Humana	Health plan	52%	12
150	Subaru	Auto dealer	52%	0
150	Buick	Auto dealer	52%	-1
150	Ford	Auto dealer	52%	-1
150	Kia	Auto dealer	52%	-1
150	Sony	Computers	52%	-1
150	Barnes & Noble	Computers	52%	-2
150	Fairfield Inn	Hotel	52%	-2
150	Bank of America	Credit cards	52%	-3
150	Capital One 360	Investments	52%	-3
150	True Value	Retailer	52%	-8
150	Wal-Mart	Retailer	52%	-9
150	Bi-Lo	Supermarket	52%	-13
163	Kaiser Permanente	Health plan	51%	11
163	Alamo	Car rentals	51%	2
163	Advantage Rent-A-Car	Car rentals	51%	2
163	Embassy Suites	Hotel	51%	-3
163	Chase	Credit cards	51%	-3
163	Edward Jones	Investments	51%	-4
163	Wells Fargo Advisors	Investments	51%	-5
163	Wells Fargo	Bank	51%	-8
163	Gap	Retailer	51%	-10
172	Virgin Mobile	Wireless	50%	8
172	MetroPCS	Wireless	50%	7
172	Activision	Software	50%	3
172	Google	Software	50%	2
172	Bosch	Appliances	50%	0
172	Whirlpool	Appliances	50%	0
172	GM	Auto dealer	50%	-3
172	Best Western	Hotel	50%	-3
172	Westin	Hotel	50%	-4
172	Quality Inn	Hotel	50%	-4
172	Barclaycard	Credit cards	50%	-5
172	*ETRADE**	Investments	50%	-6
172	Nationwide	Insurance	50%	-7
185	T-Mobile	Wireless	49%	7
185	Symantec	Software	49%	2
185	LG	Appliances	49%	-1
185	Wells Fargo	Credit cards	49%	-6
185	MetLife	Insurance	49%	-8
185	Burger King	Fast food	49%	-10
185	Old Navy	Retailer	49%	-12
192	Florida Power & Light	Utility	48%	4
192	Southern California Edison	Utility	48%	4
192	Electrolux	Appliances	48%	-1
192	Toshiba	Appliances	48%	-1
192	Chevrolet	Auto dealer	48%	-4
192	Hyundai	Auto dealer	48%	-5
192	Audi	Auto dealer	48%	-5
192	Super 8	Hotel	48%	-6
200	Lenovo	Computers	47%	-6
200	Comfort Inn	Hotel	47%	-7
200	Farmers	Insurance	47%	-9
200	Liberty Mutual	Insurance	47%	-10
200	Jack in the Box	Fast food	47%	-12
200	Citibank	Bank	47%	-13
206	Pacific Gas and Electric Company	Utility	46%	2
206	McAfee	Software	46%	-1
206	Budget	Car rentals	46%	-2
206	Chrysler	Auto dealer	46%	-6
206	Ramada Inn	Hotel	46%	-8
206	Acer	Computers	46%	-8
212	DirecTV	TV service	45%	14
212	United Healthcare	Health plan	45%	4
212	AirTran Airways	Airline	45%	-4
212	La Quinta Inn	Hotel	45%	-8
212	DHL	Parcel delivery	45%	-10
212	TD Ameritrade	Investments	45%	-10
212	21st Century	Insurance	45%	-11
212	Sears	Retailer	45%	-16
220	Microsoft	Software	44%	-3
220	Fujitsu	Appliances	44%	-5
220	Asus	Computers	44%	-10
220	PNC	Credit cards	44%	-10
220	RadioShack	Retailer	44%	-17
225	Medicaid	Health plan	43%	3
225	Medicare	Health plan	43%	3
225	PSE&G;	Utility	43%	-1
225	Intuit	Software	43%	-5
225	Avis	Car rentals	43%	-6
225	Days Inn	Hotel	43%	-10
225	Crowne Plaza	Hotel	43%	-10
225	Dell	Computers	43%	-11
225	BB&T;	Bank	43%	-17
234	BCBS of Michigan	Health plan	42%	2
234	TracFone	Wireless	42%	0
234	Hertz	Car rentals	42%	-7
234	US Airways	Airline	42%	-7
234	American Airlines	Airline	42%	-8
239	AT&T;	Wireless	41%	-1
239	Adobe	Software	41%	-7
239	Fox Rent A Car	Car rentals	41%	-8
239	Hitachi	Appliances	41%	-8
243	Verizon Wireless	Wireless	40%	-2
243	Haier	Appliances	40%	-9
243	Motel 6	Hotel	40%	-14
246	AOL	Internet service	39%	9
246	Cablevision Optimum	TV service	39%	8
246	Verizon	TV service	39%	7
246	Dollar	Car rentals	39%	-10
246	HSBC	Credit cards	39%	-16
251	Charter Communications	Internet service	38%	8
251	Dish Network	TV service	38%	6
251	AT&T;	TV service	38%	6
251	Duke Energy Progress	Utility	38%	-6
251	Jeep	Auto dealer	38%	-14
256	Blue Shield of California	Health plan	37%	-3
256	Blue Cross Blue Shield plan not listed above	Health plan	37%	-3
256	Spirit Airlines	Airline	37%	-13
259	Verizon	Internet service	36%	6
259	AT&T;	Internet service	36%	5
261	Aetna	Health plan	35%	-5
262	Bright House Networks	TV service	34%	2
262	Anthem	Health plan	34%	-6
262	Sprint	Wireless	34%	-8
262	Commonwealth Edison	Utility	34%	-10
262	United Airlines	Airline	34%	-16
267	CIGNA	Health plan	33%	-7
268	CenturyLink	Internet service	32%	2
269	Cox Communications	Internet service	30%	0
270	Frontier	Internet service	29%	-1
270	Time Warner Cable	Internet service	29%	-2
272	Time Warner Cable	TV service	27%	-5
272	Blackboard	Software	27%	-20
274	Charter Communications	TV service	25%	-6
275	Cox Communications	TV service	24%	-8
276	Consolidated Edison Company of New York	Utility	22%	-22
277	Comcast	Internet service	17%	-14
277	Comcast	TV service	17%	-14

See the 2014 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 2015 Temkin Customer Service Ratings in addition to the changes from 2014.

The dataset also includes average industry ratings across six age groups of consumers.

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