2013 Temkin Web Experience Ratings

Rating	Company	Industry	Temkin Web Experience Ratings (TWR)	Company TWR vs Industry TWR
1	Amazon.com	Retailer	77%	20.8
2	USAA	Bank	75%	13.1
3	USAA	Insurance carrier	73%	19.9
4	Regions	Bank	72%	9.2
5	Advantage	Rental car agency	70%	17.3
5	US Bank	Bank	70%	8.1
5	eBay	Retailer	70%	13.9
8	A credit union	Bank	69%	7.1
8	QVC	Retailer	69%	13.5
10	Charles Schwab	Investment firm	68%	9.8
10	Fidelity Investments	Investment firm	68%	9.7
10	ING Direct	Bank	68%	5.3
13	Ameriprise Financial	Investment firm	66%	8.0
14	USAA	Credit card issuer	64%	8.6
14	Vanguard	Investment firm	64%	5.2
16	Hilton	Hotel chain	63%	7.6
16	PNC	Bank	63%	0.5
16	Marriott	Hotel chain	63%	7.5
16	Courtyard By Marriott	Hotel chain	63%	7.3
16	Sonic Drive-In	Fast food chain	63%	12.4
16	GameStop	Retailer	63%	6.7
22	Wells Fargo	Bank	62%	-0.4
22	TD Ameritrade	Investment firm	62%	3.4
22	Kaiser Permanente	Health plan	62%	19.0
22	Barnes & Noble	Retailer	62%	5.8
26	Citibank	Bank	61%	-1.3
26	Holiday Inn Express	Hotel chain	61%	5.5
26	Old Navy	Retailer	61%	4.9
26	Macy's	Retailer	61%	4.8
30	OfficeMax	Retailer	60%	4.2
30	Hampton Inn	Hotel chain	60%	4.6
30	Lowe's	Retailer	60%	4.0
33	GEICO	Insurance carrier	59%	6.3
33	American Express	Credit card issuer	59%	3.8
33	Publix	Grocery chain	59%	7.1
33	TD Bank	Bank	59%	-3.2
33	Chase	Bank	59%	-3.4
33	Wells Fargo	Credit card issuer	59%	3.1
33	Sears	Retailer	59%	2.8
33	Apple	Computer maker	59%	8.1
41	Scottrade	Investment firm	58%	0.0
41	Bank of America	Bank	58%	-3.9
41	MetLife	Insurance carrier	58%	4.8
41	Starbucks	Fast food chain	58%	7.8
41	*ETRADE**	Investment firm	58%	-0.6
41	Advance Auto Parts	Retailer	58%	2.0
47	FedEx	Parcel delivery service	57%	4.4
47	Avis	Rental car agency	57%	4.3
47	Google	Software firm	57%	6.4
47	Kroger	Grocery chain	57%	4.9
47	Ford	Auto dealer	57%	3.6
47	Aldi	Grocery chain	57%	4.8
47	Nationwide	Insurance carrier	57%	3.5
54	Best Western	Hotel chain	56%	1.2
54	ING Direct	Investment firm	56%	-2.0
54	Trader Joe's	Grocery chain	56%	4.3
54	Safeway	Grocery chain	56%	4.3
54	Domino's	Fast food chain	56%	6.2
54	State Farm	Insurance carrier	56%	3.0
54	Dollar General	Retailer	56%	0.2
54	Capital One	Credit card issuer	56%	0.2
54	Progressive	Insurance carrier	56%	2.7
54	AutoZone	Retailer	56%	0.0
54	Chase	Credit card issuer	56%	0.1
54	Apple (for software)	Software firm	56%	4.9
54	Discover	Credit card issuer	56%	0.0
54	Capital One	Bank	56%	-6.7
54	Apple Store	Retailer	56%	-0.3
54	Pizza Hut	Fast food chain	56%	5.4
70	Hertz	Rental car agency	55%	2.4
70	Toyota	Auto dealer	55%	2.0
70	Bank of America	Credit card issuer	55%	-0.3
70	Honda	Auto dealer	55%	2.0
70	Office Depot	Retailer	55%	-0.6
70	Chick-fil-A	Fast food chain	55%	4.6
70	BMW	Auto dealer	55%	1.1
77	Enterprise	Rental car agency	53%	0.4
77	Sam's Club	Retailer	53%	-2.4
77	HSBC	Bank	53%	-9.0
77	Family Dollar	Retailer	53%	-2.8
77	Giant Eagle	Grocery chain	53%	0.9
77	Toys 'R' Us	Retailer	53%	-2.9
77	JCPenney	Retailer	53%	-2.9
77	UPS	Parcel delivery service	53%	-0.2
77	Target	Retailer	53%	-3.1
77	A credit union	Investment firm	53%	-5.8
77	Dunkin' Donuts	Fast food chain	53%	2.4
88	Fifth Third	Bank	52%	-9.9
88	Fujitsu	Appliance maker	52%	5.3
88	Citigroup	Credit card issuer	52%	-3.3
88	Microsoft	Software firm	52%	1.5
88	Dollar	Rental car agency	52%	-0.9
88	Allstate	Insurance carrier	52%	-1.0
88	Save-a-Lot	Grocery chain	52%	0.0
88	TriCare	Health plan	52%	9.2
88	Merrill Lynch	Investment firm	52%	-6.5
88	Dell	Computer maker	52%	1.6
88	Walgreens	Retailer	52%	-4.0
88	Liberty Mutual	Insurance carrier	52%	-1.4
88	Samsung	Appliance maker	52%	4.6
88	Blackboard	Software firm	52%	0.8
88	Activision	Software firm	52%	0.7
103	Hardees	Fast food chain	51%	1.3
103	Nissan	Auto dealer	51%	-2.0
103	Little Caesar's	Fast food chain	51%	1.2
103	Hewlett-Packard	Computer maker	51%	0.9
103	US Bank	Credit card issuer	51%	-4.5
103	Hyundai	Auto dealer	51%	-2.4
103	Arby's	Fast food chain	51%	0.8
103	Rite Aid	Retailer	51%	-5.0
103	Wells Fargo Advisors	Investment firm	51%	-7.7
103	Chevrolet	Auto dealer	51%	-2.7
113	Symantec	Software firm	50%	-0.4
113	Edward Jones	Investment firm	50%	-8.1
113	Whole Foods	Grocery chain	50%	-2.1
113	Compaq	Computer maker	50%	-0.6
113	Subway	Fast food chain	50%	-0.4
113	Kohl's	Retailer	50%	-6.2
119	Intuit	Software firm	49%	-1.4
119	Burger King	Fast food chain	49%	-0.8
119	Staples	Retailer	49%	-6.7
119	H.E.B.	Grocery chain	49%	-3.0
119	US Postal Service	Parcel delivery service	49%	-4.3
119	Adobe	Software firm	49%	-2.2
119	Sony	Computer maker	49%	-1.7
119	Jack in the Box	Fast food chain	49%	-1.4
127	Toshiba	Computer maker	48%	-1.9
127	HSBC	Credit card issuer	48%	-7.4
127	Farmers	Insurance carrier	48%	-5.1
130	Holiday Inn	Hotel chain	47%	-7.9
130	ShopRite	Grocery chain	47%	-4.7
130	GE	Appliance maker	47%	0.1
130	7-Eleven	Retailer	47%	-8.9
130	Morgan Stanley Smith Barney	Investment firm	47%	-11.6
130	Wal-Mart	Retailer	47%	-9.1
130	Home Depot	Retailer	47%	-9.2
130	Wendy's	Fast food chain	47%	-3.5
130	Crowne Plaza	Hotel chain	47%	-8.7
139	Delta/Northwest Airlines	Airline	46%	6.0
139	Winn-Dixie	Grocery chain	46%	-5.7
139	Aetna	Health plan	46%	3.5
139	Virgin Mobile	Wireless carrier	46%	2.3
139	PetSmart	Retailer	46%	-9.6
139	Best Buy	Retailer	46%	-9.9
139	Blue Shield of California	Health plan	46%	3.1
139	Travelers	Insurance carrier	46%	-7.3
139	Stop & Shop	Grocery chain	46%	-6.3
139	Food Lion	Grocery chain	46%	-6.4
139	Albertsons	Grocery chain	46%	-6.4
139	Verizon Wireless	Wireless carrier	46%	1.6
151	Sprint	Wireless carrier	45%	1.5
151	MetroPCS	Wireless carrier	45%	1.5
151	TracFone	Wireless carrier	45%	1.3
151	Acer	Computer maker	45%	-5.2
151	Budget	Rental car agency	45%	-8.0
151	CVS	Retailer	45%	-10.9
151	Comfort Inn	Hotel chain	45%	-10.5
158	Whirlpool	Appliance maker	44%	-2.7
158	eMachines	Computer maker	44%	-6.1
158	Toshiba	Appliance maker	44%	-2.8
158	Alamo	Rental car agency	44%	-9.0
158	Dish Network/EchoStar	TV service provider	44%	5.2
158	Sony	Software firm	44%	-6.8
158	DirecTV	TV service provider	44%	5.0
158	Gateway	Computer maker	44%	-6.6
166	LG	Appliance maker	43%	-4.1
166	AT&T;	Wireless carrier	43%	-1.1
168	Humana	Health plan	42%	-0.4
168	Dollar Tree	Retailer	42%	-13.7
168	American Airlines	Airline	42%	1.1
171	CIGNA	Health plan	41%	-1.4
171	US Airways	Airline	41%	0.6
171	McAfee	Software firm	41%	-9.9
171	United Healthcare	Health plan	41%	-1.9
171	Lenovo	Computer maker	41%	-9.7
171	Comcast	TV service provider	41%	1.8
171	Kmart	Retailer	41%	-15.3
171	T-Mobile	Wireless carrier	41%	-3.5
179	McDonalds	Fast food chain	40%	-9.7
179	Anthem (BCBS)	Health plan	40%	-2.4
179	Southwest Airlines	Airline	40%	-0.5
179	Verizon	TV service provider	40%	1.1
179	AAA	Insurance carrier	40%	-13.5
179	Days Inn	Hotel chain	40%	-15.6
179	KFC	Fast food chain	40%	-10.5
186	Medicaid	Health plan	39%	-3.9
187	Qwest	Internet service provider	38%	4.6
187	AOL	Internet service provider	38%	4.3
187	American Family	Insurance carrier	38%	-15.7
190	Cox Communications	TV service provider	37%	-1.4
190	Road Runner	Internet service provider	37%	3.5
192	RadioShack	Retailer	36%	-20.0
192	21st Century	Insurance carrier	36%	-17.3
194	CareFirst (BCBS)	Health plan	35%	-7.9
194	Charter Communications	TV service provider	35%	-4.2
194	AT&T;	TV service provider	35%	-4.2
194	Cox Communications	Internet service provider	35%	1.3
198	Taco Bell	Fast food chain	34%	-15.6
198	Verizon	Internet service provider	34%	1.0
198	Bright House Networks	TV service provider	34%	-4.6
198	Medicare	Health plan	34%	-8.8
198	AT&T;	Internet service provider	34%	0.5
203	Optimum (iO)/Cablevision	TV service provider	33%	-5.8
203	United Airlines	Airline	33%	-7.6
205	Comcast	Internet service provider	32%	-1.4
206	Time Warner Cable	TV service provider	31%	-7.9
206	Charter Communications	Internet service provider	31%	-2.7
208	Cablevision	Internet service provider	28%	-5.7
209	EarthLink	Internet service provider	27%	-6.4
210	Health Net	Health plan	22%	-20.8
211	MSN	Internet service provider	20%	-13.3

See the 2012 Ratings

Calculating the Temkin Web Experience Ratings

The Temkin Web Experience Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how much they trust those firms. For more information, see the Temkin Web Experience Ratings Overview.

Purchase Data

For only $295, you can download an Excel workbook with the underlying data from the 2013 Temkin Web Experience Ratings in addition to the changes from 2012.

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

For more information, see the Temkin Web Experience Ratings Overview.