2013 Temkin Forgiveness Ratings

Rank	Company	Industry	Temkin Forgiveness Ratings (TFR)	Company TFR vs Industry TFR
1	Advantage	Rental car agency	61%	26.4
2	USAA	Bank	60%	35.9
3	USAA	Insurance carrier	58%	28.0
4	USAA	Credit card issuer	53%	30.9
5	H.E.B.	Grocery chain	51%	12.6
6	Blackboard	Software firm	50%	17.0
7	Aldi	Grocery chain	48%	9.8
7	Alaska Airlines	Airline	48%	17.8
9	A credit union	Bank	47%	23.6
9	Publix	Grocery chain	47%	8.4
11	Amazon.com	Retailer	46%	12.8
11	Ameriprise Financial	Investment firm	46%	14.3
11	Sam's Club	Retailer	46%	12.0
11	Trader Joe's	Grocery chain	46%	7.0
15	Scottrade	Investment firm	45%	13.3
15	QVC	Retailer	45%	11.2
15	Electrolux	Appliance maker	45%	11.3
18	Courtyard By Marriott	Hotel chain	44%	9.0
18	Chick-fil-A	Fast food chain	44%	12.9
18	TriCare	Health plan	44%	22.4
18	JetBlue Airlines	Airline	44%	13.6
18	BMW	Auto dealer	44%	8.4
23	AirTran Airways	Airline	43%	12.9
23	Hilton	Hotel chain	43%	7.2
25	Activision	Software firm	42%	8.5
26	Apple	Computer maker	41%	8.7
26	Nordstrom	Retailer	41%	7.8
26	Kroger	Grocery chain	41%	2.9
26	Toyota	Auto dealer	41%	6.2
26	Dairy Queen	Fast food chain	41%	9.7
26	Target	Retailer	41%	7.5
26	Fairfield Inn	Hotel chain	41%	5.7
26	Hy-Vee	Grocery chain	41%	2.0
34	Avis	Rental car agency	40%	5.5
34	Holiday Inn	Hotel chain	40%	4.9
34	Hyatt	Hotel chain	40%	4.8
34	Dodge	Auto dealer	40%	4.8
34	Charles Schwab	Investment firm	40%	7.7
39	Apple (for software)	Software firm	39%	5.8
39	Save-a-Lot	Grocery chain	39%	0.5
39	Marriott	Hotel chain	39%	3.5
39	Crowne Plaza	Hotel chain	39%	3.3
39	Little Caesar's	Fast food chain	39%	7.2
44	Costco	Retailer	38%	4.8
44	Dollar Tree	Retailer	38%	4.6
44	Whole Foods	Grocery chain	38%	-0.4
44	Starbucks	Fast food chain	38%	6.2
44	GameStop	Retailer	38%	3.9
44	Ace Hardware	Retailer	38%	3.8
44	Comfort Inn	Hotel chain	38%	2.1
51	Continental Airlines	Airline	37%	7.2
51	Google	Software firm	37%	4.2
51	Toys 'R' Us	Retailer	37%	3.7
51	Sony	Software firm	37%	3.9
51	Samsung	Appliance maker	37%	3.7
51	Dollar General	Retailer	37%	3.4
51	Quality Inn	Hotel chain	37%	1.5
51	Walgreens	Retailer	37%	3.3
51	Southwest Airlines	Airline	37%	6.7
51	ShopRite	Grocery chain	37%	-1.7
51	Sony	Computer maker	37%	3.8
51	La Quinta	Hotel chain	37%	1.1
63	AAA	Insurance carrier	36%	6.8
63	Winn-Dixie	Grocery chain	36%	-2.2
63	Dunkin' Donuts	Fast food chain	36%	4.8
63	Rite Aid	Retailer	36%	2.1
63	U.S. Postal Service	Parcel delivery service	36%	1.6
63	Alamo	Rental car agency	36%	0.6
63	Dollar	Rental car agency	36%	0.6
63	Piggly Wiggly	Grocery chain	36%	-3.0
71	State Farm	Insurance carrier	35%	5.9
71	Old Navy	Retailer	35%	1.7
71	Giant Eagle	Grocery chain	35%	-3.3
71	Bed Bath & Beyond	Retailer	35%	1.4
71	Honda	Auto dealer	35%	-0.2
71	Barnes & Noble	Retailer	35%	1.3
71	Ross	Retailer	35%	1.3
71	Microsoft	Software firm	35%	1.5
71	Bosch	Appliance maker	35%	1.4
71	Chevrolet	Auto dealer	35%	-0.5
71	Lowe's	Retailer	35%	0.9
71	A credit union	Investment firm	35%	2.5
71	O'Reilly Auto Parts	Retailer	35%	0.9
84	Acer	Computer maker	34%	1.6
84	Subway	Fast food chain	34%	2.7
84	Ford	Auto dealer	34%	-1.1
84	UPS	Parcel delivery service	34%	0.0
84	eBay	Retailer	34%	0.3
84	Staples	Retailer	34%	0.2
84	Enterprise	Rental car agency	34%	-1.2
84	Sonic Drive-In	Fast food chain	34%	2.3
84	Adobe	Software firm	34%	0.4
84	AutoZone	Retailer	34%	0.0
94	Kohl's	Retailer	33%	-0.3
94	True Value	Retailer	33%	-0.6
94	CVS	Retailer	33%	-0.6
94	FedEx	Parcel delivery service	33%	-1.1
94	Stop & Shop	Grocery chain	33%	-5.6
94	Family Dollar	Retailer	33%	-0.9
94	Coventry Health Care	Health plan	33%	10.8
94	Toshiba	Appliance maker	33%	-0.6
94	Marshalls	Retailer	33%	-1.0
94	Albertsons	Grocery chain	33%	-6.0
104	Gap	Retailer	32%	-1.3
104	Medicaid	Health plan	32%	10.4
104	Vanguard	Investment firm	32%	0.2
104	Holiday Inn Express	Hotel chain	32%	-3.2
104	American Express	Credit card issuer	32%	10.0
104	BJ's Wholesale Club	Retailer	32%	-1.7
104	Morgan Stanley Smith Barney	Investment firm	32%	-0.3
104	Wendy's	Fast food chain	32%	0.2
104	Hampton Inn	Hotel chain	32%	-3.9
113	Edward Jones	Investment firm	31%	-0.7
113	MetLife	Insurance carrier	31%	1.6
113	Wells Fargo Advisors	Investment firm	31%	-0.9
113	Quiznos	Fast food chain	31%	-0.3
113	eMachines	Computer maker	31%	-1.7
113	PetSmart	Retailer	31%	-2.8
113	Merrill Lynch	Investment firm	31%	-1.2
113	Whirlpool	Appliance maker	31%	-2.6
113	Gateway	Computer maker	31%	-2.1
122	Days Inn	Hotel chain	30%	-4.9
122	Hewlett-Packard	Computer maker	30%	-2.3
122	Chrysler	Auto dealer	30%	-4.8
122	JCPenney	Retailer	30%	-3.3
122	AOL	Internet service provider	30%	12.9
122	Safeway	Grocery chain	30%	-8.3
122	Hardees	Fast food chain	30%	-1.3
122	Intuit	Software firm	30%	-3.2
122	Compaq	Computer maker	30%	-3.0
122	MetroPCS	Wireless carrier	30%	10.4
122	LG	Appliance maker	30%	-3.6
122	EarthLink	Internet service provider	30%	12.2
122	Dell	Computer maker	30%	-3.1
135	Jack in the Box	Fast food chain	29%	-2.0
135	American Family	Insurance carrier	29%	-0.2
135	Toshiba	Computer maker	29%	-3.5
135	Pizza Hut	Fast food chain	29%	-2.5
135	Lenovo	Computer maker	29%	-3.8
135	Home Depot	Retailer	29%	-4.9
135	Burger King	Fast food chain	29%	-2.9
135	MSN	Internet service provider	29%	11.1
135	Office Depot	Retailer	29%	-5.1
144	TracFone	Wireless carrier	28%	9.1
144	T.J. Maxx	Retailer	28%	-5.4
144	Nationwide	Insurance carrier	28%	-1.5
144	Arby's	Fast food chain	28%	-3.8
144	*ETRADE**	Investment firm	28%	-4.5
144	The Hartford	Insurance carrier	28%	-2.1
144	Regions	Bank	28%	3.7
144	Best Western	Hotel chain	28%	-7.9
152	Wal-Mart	Retailer	27%	-6.2
152	Sears	Retailer	27%	-6.2
152	Empire (BCBS)	Health plan	27%	5.3
152	Advance Auto Parts	Retailer	27%	-6.5
152	7-Eleven	Retailer	27%	-6.5
152	Budget	Rental car agency	27%	-7.8
152	U.S. Bank	Bank	27%	3.2
152	Medicare	Health plan	27%	4.9
152	Food Lion	Grocery chain	27%	-11.8
152	Fidelity Investments	Investment firm	27%	-5.4
152	Kaiser Permanente	Health plan	27%	4.6
163	Macy's	Retailer	26%	-7.2
163	U.S. Bank	Credit card issuer	26%	4.4
163	Allstate	Insurance carrier	26%	-3.2
163	Taco Bell	Fast food chain	26%	-5.5
163	Farmers	Insurance carrier	26%	-3.6
163	GEICO	Insurance carrier	26%	-3.7
163	Delta/Northwest Airlines	Airline	26%	-4.4
163	Discover	Credit card issuer	26%	3.5
171	Blue Shield of California	Health plan	25%	3.3
171	Hyundai	Auto dealer	25%	-10.0
171	SunTrust Bank	Bank	25%	1.2
171	Nissan	Auto dealer	25%	-10.6
175	OfficeMax	Retailer	24%	-9.4
175	American Airlines	Airline	24%	-6.2
175	McDonalds	Fast food chain	24%	-7.5
175	ING Direct	Investment firm	24%	-8.3
175	GE	Appliance maker	24%	-9.7
175	Kmart	Retailer	24%	-10.1
181	Apple Store	Retailer	23%	-10.2
181	PNC	Bank	23%	-0.4
181	Domino's	Fast food chain	23%	-8.2
181	Symantec	Software firm	23%	-10.3
181	Wells Fargo	Credit card issuer	23%	0.8
181	CareFirst (BCBS)	Health plan	23%	0.7
181	Cablevision	Internet service provider	23%	5.1
188	Virgin Mobile	Wireless carrier	22%	3.2
188	TD Ameritrade	Investment firm	22%	-9.8
188	Highmark (BCBS)	Health plan	22%	-0.2
188	Progressive	Insurance carrier	22%	-7.9
188	KFC	Fast food chain	22%	-9.8
193	Citizens	Bank	21%	-2.8
193	Bank of America	Credit card issuer	21%	-1.1
193	Best Buy	Retailer	21%	-12.8
193	Chase	Bank	21%	-2.9
197	RadioShack	Retailer	20%	-13.2
197	Capital One	Credit card issuer	20%	-2.1
197	Chase	Credit card issuer	20%	-2.2
197	United Airlines	Airline	20%	-10.4
201	Health Net	Health plan	19%	-2.6
201	Road Runner	Internet service provider	19%	1.9
201	TD Bank	Bank	19%	-4.7
201	Verizon Wireless	Wireless carrier	19%	-0.6
201	US Cellular	Wireless carrier	19%	-0.7
201	Sprint	Wireless carrier	19%	-0.7
207	Fifth Third	Bank	18%	-5.3
207	AT&T;	Internet service provider	18%	0.9
207	Travelers	Insurance carrier	18%	-11.4
207	Hertz	Rental car agency	18%	-16.8
207	AT&T;	Wireless carrier	18%	-1.3
212	21st Century	Insurance carrier	17%	-12.2
212	Kia	Auto dealer	17%	-17.8
212	DirecTV	TV service provider	17%	5.1
212	Capital One	Bank	17%	-6.5
212	Dish Network/EchoStar	TV service provider	17%	5.0
212	Charter Communications	Internet service provider	17%	-0.5
212	AT&T;	TV service provider	17%	4.7
212	Wells Fargo	Bank	17%	-6.9
212	ING Direct	Bank	17%	-7.0
212	Motel 6	Hotel chain	17%	-18.7
222	Qwest	Internet service provider	16%	-1.3
222	Liberty Mutual	Insurance carrier	16%	-13.5
222	Verizon	Internet service provider	16%	-1.4
222	Humana	Health plan	16%	-6.3
226	McAfee	Software firm	15%	-18.1
226	Bright House Networks	TV service provider	15%	2.9
226	Citigroup	Credit card issuer	15%	-7.1
226	United Healthcare	Health plan	15%	-7.2
226	Bank of America	Bank	15%	-9.2
231	Aetna	Health plan	14%	-7.5
231	T-Mobile	Wireless carrier	14%	-5.1
231	Anthem (BCBS)	Health plan	14%	-8.4
234	CIGNA	Health plan	13%	-8.6
234	Optimum (iO)/Cablevision	TV service provider	13%	0.6
236	Citibank	Bank	12%	-12.0
237	Cox Communications	Internet service provider	11%	-6.0
237	Comcast	Internet service provider	11%	-6.3
237	Charter Communications	TV service provider	11%	-1.6
240	US Airways	Airline	10%	-19.8
240	Verizon	TV service provider	10%	-2.6
242	Comcast	TV service provider	9%	-3.1
243	Time Warner Cable	TV service provider	7%	-5.6
244	Cox Communications	TV service provider	6%	-6.7
245	HSBC	Bank	1%	-22.7
246	HSBC	Credit card issuer	-1%	-22.7

See the 2012 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 2013 Temkin Forgiveness Ratings in addition to the overall ratings from 2012.

The dataset includes details for all three component scores for the 246 companies in the 2013 ratings. In addition, it provides average industry ratings across six age groups of consumers.

For more information, see the Temkin Forgiveness Ratings Overview.