2016 Temkin Customer Service Ratings

Rating	Company	Industry	Temkin Customer Service Ratings (TCSR)	Company TCSR vs Industry TCSR
1	USAA	Banks	74%	16
2	Publix	Supermarkets	73%	10
3	True Value	Retailers	72%	13
4	USAA	Insurance Carriers	71%	16
5	A credit union	Banks	70%	12
5	Wawa Food Markets	Supermarkets	70%	7
5	H-E-B	Supermarkets	70%	7
5	QVC	Retailers	70%	12
9	Save-a-Lot	Supermarkets	69%	6
10	USAA	Credit Cards	68%	13
11	Kroger	Supermarkets	67%	4
11	Edward Jones	Investment Firms	67%	11
11	Holiday Inn Express	Hotels	67%	13
14	Amazon.com	Retailers	66%	8
14	Hy-Vee	Supermarkets	66%	3
14	Amazon (Kindle)	Computers & Tablets	66%	13
14	Wegmans	Supermarkets	66%	3
14	Dollar Tree	Retailers	66%	8
14	Ace Hardware	Retailers	66%	7
14	PetSmart	Retailers	66%	7
14	Hilton	Hotels	66%	12
22	Food Lion	Supermarkets	65%	2
22	Chick-fil-A	Fast Food	65%	8
22	Advance Auto Parts	Retailers	65%	6
22	ShopRite	Supermarkets	65%	1
22	Aldi	Supermarkets	65%	1
22	JCPenney	Retailers	65%	6
28	Sam's Club	Retailers	64%	6
28	Hardees	Fast Food	64%	7
28	Fidelity Investments	Investment Firms	64%	8
31	Giant Eagle	Supermarkets	63%	0
31	Whole Foods	Supermarkets	63%	0
31	Regions	Banks	63%	5
31	Trader Joe’s	Supermarkets	63%	0
31	Morgan Stanley Smith Barney	Investment Firms	63%	7
31	O'Reilly Auto Parts	Retailers	63%	4
37	Hannaford	Supermarkets	62%	-1
37	Lowe's	Retailers	62%	4
37	Nordstrom	Retailers	62%	4
37	Kohl's	Retailers	62%	4
37	State Farm	Insurance Carriers	62%	6
37	PNC	Banks	62%	3
43	Apple Retail Store	Retailers	61%	3
43	Ross	Retailers	61%	3
43	BJ’s Wholesale Club	Retailers	61%	3
43	New York Life	Insurance Carriers	61%	5
43	Subway	Fast Food	61%	4
43	Discover	Credit Cards	61%	6
43	Southwest Airlines	Airlines	61%	12
43	T.J. Maxx	Retailers	61%	2
43	Walgreens	Retailers	61%	2
52	Charles Schwab	Investment Firms	60%	5
52	Piggly Wiggly	Supermarkets	60%	-3
52	Winn-Dixie	Supermarkets	60%	-3
52	Marriott	Hotels	60%	6
52	SunTrust Bank	Banks	60%	2
52	Dollar General	Retailers	60%	2
52	Capital One 360	Banks	60%	2
52	Pizza Hut	Fast Food	60%	3
60	IHOP	Fast Food	59%	3
60	Little Caesar’s	Fast Food	59%	3
60	Alabama Power Company	Utilities	59%	15
60	Costco	Retailers	59%	1
60	Albertsons	Supermarkets	59%	-4
60	Chase	Credit Cards	59%	4
60	Marshalls	Retailers	59%	0
60	Capital One	Banks	59%	0
60	Domino’s	Fast Food	59%	2
69	Apple	Computers & Tablets	58%	5
69	TD Bank	Banks	58%	0
69	Sheraton	Hotels	58%	4
69	Dairy Queen	Fast Food	58%	1
69	Wells Fargo	Banks	58%	0
69	Vanguard	Investment Firms	58%	2
69	Georgia Power	Utilities	58%	14
69	Arby’s	Fast Food	58%	1
69	Mercedes-Benz	Auto Dealers	58%	8
69	Chase	Banks	58%	-1
69	Merrill Lynch	Investment Firms	58%	2
69	Progressive	Insurance Carriers	58%	2
69	Wendy’s	Fast Food	58%	1
82	Capital One	Credit Cards	57%	2
82	American Express	Credit Cards	57%	2
82	Michael’s	Retailers	57%	-1
82	Alaska Airlines	Airlines	57%	8
82	Target	Retailers	57%	-1
82	Barnes & Noble	Retailers	57%	-1
82	Foot Locker	Retailers	57%	-1
82	Florida Power & Light	Utilities	57%	13
82	Hampton Inn	Hotels	57%	3
91	Honda	Auto Dealers	56%	6
91	GEICO	Insurance Carriers	56%	0
91	Dunkin’ Donuts	Fast Food	56%	-1
91	Toyota	Auto Dealers	56%	6
91	Baskin Robbins	Fast Food	56%	-1
91	eBay	Retailers	56%	-2
91	Sonic Drive-In	Fast Food	56%	-1
91	Toys 'R' Us	Retailers	56%	-2
91	UPS	Parcel Delivery	56%	3
91	Starbucks	Fast Food	56%	-1
91	Best Western	Hotels	56%	2
91	U.S. Bank	Banks	56%	-3
91	Bed Bath & Beyond	Retailers	56%	-3
91	Virgin Mobile	Wireless Carriers	56%	12
91	Taco Bell	Fast Food	56%	-1
106	Ameriprise Financial	Investment Firms	55%	0
106	Westin	Hotels	55%	1
106	A credit union	Investment Firms	55%	0
106	Allstate	Insurance Carriers	55%	0
106	Comfort Inn	Hotels	55%	1
106	Hyatt	Hotels	55%	1
106	AutoZone	Retailers	55%	-3
106	CVS	Retailers	55%	-3
106	MetroPCS	Wireless Carriers	55%	11
106	Nationwide	Insurance Carriers	55%	-1
106	La Quinta Inn	Hotels	55%	1
106	Hewlett-Packard	Computers & Tablets	55%	2
106	Jack in the Box	Fast Food	55%	-2
106	Stop & Shop	Supermarkets	55%	-8
106	TXU Energy	Utilities	55%	11
106	Wells Fargo	Credit Cards	55%	0
106	7-Eleven	Retailers	55%	-4
106	Google	Software Firms	55%	6
124	Courtyard By Marriott	Hotels	54%	0
124	Family Dollar	Retailers	54%	-4
124	Safeway	Supermarkets	54%	-9
124	Gap	Retailers	54%	-4
124	Samsung	Major Appliances	54%	6
124	Fifth Third	Banks	54%	-4
124	Staples	Retailers	54%	-4
124	Symantec	Software Firms	54%	5
124	JetBlue Airlines	Airlines	54%	5
124	Sears	Retailers	54%	-5
124	Chevrolet	Auto Dealers	54%	4
124	Enterprise Rent-A-Car	Rental Cars	54%	6
124	The Hartford	Insurance Carriers	54%	-2
137	OfficeMax	Retailers	53%	-5
137	Home Depot	Retailers	53%	-5
137	Office Depot	Retailers	53%	-5
137	Rite Aid	Retailers	53%	-6
141	Best Buy	Retailers	52%	-6
141	Barclaycard	Credit Cards	52%	-3
141	Holiday Inn	Hotels	52%	-2
141	GameStop	Retailers	52%	-6
141	FedEx	Parcel Delivery	52%	-1
141	Old Navy	Retailers	52%	-6
141	Advantage Rent-A-Car	Rental Cars	52%	5
141	Liberty Mutual	Insurance Carriers	52%	-4
141	Barnes & Noble (Nook)	Computers & Tablets	52%	-1
141	Electrolux	Major Appliances	52%	3
141	Kaiser Permanente	Health Plans	52%	12
141	Bank of America	Banks	52%	-7
141	Hyundai	Auto Dealers	52%	2
141	U.S. Postal Service	Parcel Delivery	52%	-1
141	Farmers	Insurance Carriers	52%	-4
156	Burger King	Fast Food	51%	-5
156	MetLife	Insurance Carriers	51%	-4
156	Whirlpool	Major Appliances	51%	3
156	Ford	Auto Dealers	51%	1
156	Macy's	Retailers	51%	-7
156	RadioShack	Retailers	51%	-7
156	Kia	Auto Dealers	51%	1
156	Wyndham	Hotels	51%	-3
156	Acer	Computers & Tablets	51%	-2
156	Sony	Computers & Tablets	51%	-2
156	TriCare	Health Plans	51%	11
167	Virgin America	Airlines	50%	1
167	KFC	Fast Food	50%	-7
167	Fox Rent A Car	Rental Cars	50%	3
167	American Family	Insurance Carriers	50%	-5
167	ACE Rent A Car	Rental Cars	50%	3
167	Bosch	Major Appliances	50%	2
167	AAA	Insurance Carriers	50%	-6
167	Travelers	Insurance Carriers	50%	-6
167	Scottrade	Investment Firms	50%	-6
167	Sony	Software Firms	50%	2
167	Bank of America	Credit Cards	50%	-5
167	Apple	Software Firms	50%	1
167	Southern California Edison	Utilities	50%	5
167	Buick	Auto Dealers	50%	-1
181	Delta Airlines	Airlines	49%	1
181	Audi	Auto Dealers	49%	-1
181	T-Mobile	Wireless Carriers	49%	5
181	Dodge	Auto Dealers	49%	-1
181	LG	Major Appliances	49%	0
181	Cadillac	Auto Dealers	49%	-1
181	Vons	Supermarkets	49%	-15
181	Wal-Mart	Retailers	49%	-10
189	Hertz	Rental Cars	48%	1
189	Activision	Software Firms	48%	0
189	Fairfield Inn	Hotels	48%	-6
189	Lenovo	Computers & Tablets	48%	-5
189	TD Ameritrade	Investment Firms	48%	-8
189	Wells Fargo Advisors	Investment Firms	48%	-8
189	Microsoft	Software Firms	48%	-1
189	Kmart	Retailers	48%	-11
189	21st Century	Insurance Carriers	48%	-8
198	TracFone	Wireless Carriers	47%	4
198	U.S. Bank	Credit Cards	47%	-8
198	Gateway	Computers & Tablets	47%	-6
198	Citizens	Banks	47%	-11
198	McDonalds	Fast Food	47%	-10
198	*ETRADE**	Investment Firms	47%	-8
198	Alamo Rent A Car	Rental Cars	47%	0
198	National Car Rental	Rental Cars	47%	0
198	Citigroup	Credit Cards	47%	-8
198	Avis	Rental Cars	47%	-1
198	Southern California Gas Company	Utilities	47%	2
198	DHL	Parcel Delivery	47%	-6
210	Dell	Computers & Tablets	46%	-7
210	CenterPoint Energy	Utilities	46%	2
210	Capital One 360	Investment Firms	46%	-10
210	Toshiba	Computers & Tablets	46%	-7
210	Citibank	Banks	46%	-13
210	Toshiba	Major Appliances	46%	-3
210	Nissan	Auto Dealers	46%	-4
217	Medicare	Health Plans	45%	6
217	GE	Major Appliances	45%	-4
217	Intuit	Software Firms	45%	-4
217	Budget	Rental Cars	45%	-3
217	BMW	Auto Dealers	45%	-6
222	American Airlines	Airlines	44%	-5
222	Duke Energy Progress	Utilities	44%	0
222	McAfee	Software Firms	44%	-5
222	Verizon Wireless	Wireless Carriers	44%	0
226	Aetna	Health Plans	43%	4
226	Hitachi	Major Appliances	43%	-5
226	Jeep	Auto Dealers	43%	-7
226	Crowne Plaza	Hotels	43%	-11
226	Adobe	Software Firms	43%	-6
231	Dish Network	TV Service	42%	11
231	Cablevision	Internet Service	42%	11
231	Humana	Health Plans	42%	2
231	AT&T;	Wireless Carriers	42%	-2
231	US Airways	Airlines	42%	-7
231	DirecTV	TV Service	42%	11
231	Super 8	Hotels	42%	-12
238	United Airlines	Airlines	41%	-7
238	Blackboard	Software Firms	41%	-8
238	Pacific Gas and Electric Company	Utilities	41%	-3
241	United Healthcare	Health Plans	40%	1
241	Volkswagen	Auto Dealers	40%	-10
241	CareFirst	Health Plans	40%	0
241	Compaq	Computers & Tablets	40%	-13
245	Haier	Major Appliances	39%	-9
245	AT&T;	Internet Service	39%	7
245	PSE&G;	Utilities	39%	-6
248	Blue Shield of California	Health Plans	38%	-2
248	BCBS plan not listed	Health Plans	38%	-2
248	AOL	Internet Service	38%	6
251	Fujitsu	Major Appliances	37%	-11
251	CIGNA	Health Plans	37%	-2
253	Days Inn	Hotels	36%	-18
253	Verizon	Internet Service	36%	5
253	Chrysler	Auto Dealers	36%	-15
256	Cox Communications	TV Service	35%	5
256	HSBC	Credit Cards	35%	-20
256	Sprint	Wireless Carriers	35%	-9
259	Cox Communications	Internet Service	34%	3
259	Cablevision Optimum	TV Service	34%	3
259	Anthem	Health Plans	34%	-6
259	Medicaid	Health Plans	34%	-6
259	Bright House Networks	TV Service	34%	3
259	Verizon	TV Service	34%	3
265	Dollar	Rental Cars	32%	-15
265	Commonwealth Edison	Utilities	32%	-13
267	Spirit Airlines	Airlines	31%	-17
267	Motel 6	Hotels	31%	-23
267	Charter Communications	Internet Service	31%	-1
267	Time Warner Cable	TV Service	31%	0
271	AT&T;	TV Service	30%	0
272	Time Warner Cable	Internet Service	29%	-3
273	Health Net	Health Plans	27%	-12
273	Charter Communications	TV Service	27%	-4
275	GM	Auto Dealers	25%	-25
276	Comcast	Internet Service	20%	-12
277	Comcast	TV Service	15%	-15

See the 2015 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 2016 Temkin Customer Service Ratings in addition to the changes from 2015.

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

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