2016 Temkin Web Experience Ratings

Rating	Company	Industry	Temkin Web Experience Ratings (TWR)	Company TWR vs Industry TWR
1	USAA	Banks	76%	11
2	Regions	Banks	75%	10
2	Amazon.com	Retailers	75%	19
4	USAA	Insurance Carriers	73%	18
4	Amazon (Kindle)	Computers & Tablets	73%	19
6	Capital One 360	Banks	72%	7
6	QVC	Retailers	72%	15
8	TD Bank	Banks	71%	6
9	A credit union	Banks	69%	4
9	USAA	Credit Cards	69%	8
11	Wells Fargo	Banks	68%	3
12	Chase	Banks	66%	1
12	PNC	Banks	66%	1
14	Holiday Inn Express	Hotels	65%	11
14	eBay	Retailers	65%	9
14	Discover	Credit Cards	65%	5
14	Capital One	Credit Cards	65%	5
14	Vanguard	Investment Firms	65%	8
14	Chase	Credit Cards	65%	4
14	Courtyard By Marriott	Hotels	65%	11
21	Capital One	Banks	64%	-1
21	SunTrust Bank	Banks	64%	-1
21	Bank of America	Banks	64%	-1
21	Sam's Club	Retailers	64%	8
25	Best Western	Hotels	63%	9
25	Nordstrom	Retailers	63%	7
25	GEICO	Insurance Carriers	63%	7
28	Fidelity Investments	Investment Firms	62%	5
28	Barclaycard	Credit Cards	62%	2
28	Hilton	Hotels	62%	8
31	Publix	Supermarkets	61%	7
31	Morgan Stanley Smith Barney	Investment Firms	61%	4
31	Wyndham	Hotels	61%	7
31	OfficeMax	Retailers	61%	4
35	Kroger	Supermarkets	60%	7
35	Save-a-Lot	Supermarkets	60%	7
35	Edward Jones	Investment Firms	60%	3
35	Allstate	Insurance Carriers	60%	5
35	Southwest Airlines	Airlines	60%	8
35	Macy's	Retailers	60%	4
35	H-E-B	Supermarkets	60%	6
35	Fifth Third	Banks	60%	-5
35	American Express	Credit Cards	60%	-1
35	Little Caesar’s	Fast Food	60%	8
35	Lowe's	Retailers	60%	4
46	Barnes & Noble (Nook)	Computers & Tablets	59%	6
46	Pizza Hut	Fast Food	59%	7
46	U.S. Bank	Banks	59%	-6
46	Merrill Lynch	Investment Firms	59%	2
46	JetBlue Airlines	Airlines	59%	6
46	Georgia Power	Utilities	59%	11
46	Hardees	Fast Food	59%	7
46	Advance Auto Parts	Retailers	59%	3
54	Marriott	Hotels	58%	4
54	Progressive	Insurance Carriers	58%	3
54	Aldi	Supermarkets	58%	4
54	ShopRite	Supermarkets	58%	4
54	AutoZone	Retailers	58%	2
54	Giant Eagle	Supermarkets	58%	4
54	Office Depot	Retailers	58%	2
54	Google	Software Firms	58%	7
54	Samsung	Major Appliances	58%	10
63	U.S. Bank	Credit Cards	57%	-3
63	Best Buy	Retailers	57%	1
63	Alaska Airlines	Airlines	57%	5
63	Domino’s	Fast Food	57%	6
63	Charles Schwab	Investment Firms	57%	0
63	Ford	Auto Dealers	57%	7
63	Kohl's	Retailers	57%	1
63	Southern California Gas Company	Utilities	57%	9
63	Intuit	Software Firms	57%	6
63	Bank of America	Credit Cards	57%	-4
73	Wells Fargo Advisors	Investment Firms	56%	-1
73	A credit union	Investment Firms	56%	-1
73	IHOP	Fast Food	56%	5
73	State Farm	Insurance Carriers	56%	1
73	O'Reilly Auto Parts	Retailers	56%	0
73	Dunkin’ Donuts	Fast Food	56%	4
73	TD Ameritrade	Investment Firms	56%	-1
73	National Car Rental	Rental Cars	56%	6
73	Winn-Dixie	Supermarkets	56%	2
73	Target	Retailers	56%	-1
73	Apple	Computers & Tablets	56%	2
84	Travelers	Insurance Carriers	55%	0
84	Advantage Rent-A-Car	Rental Cars	55%	6
84	Citizens	Banks	55%	-10
84	MetroPCS	Wireless Carriers	55%	6
84	Chick-fil-A	Fast Food	55%	4
84	Taco Bell	Fast Food	55%	4
84	Sears	Retailers	55%	-1
84	Virgin America	Airlines	55%	3
84	Ameriprise Financial	Investment Firms	55%	-2
84	Home Depot	Retailers	55%	-1
84	Barnes & Noble	Retailers	55%	-1
95	Scottrade	Investment Firms	54%	-3
95	PetSmart	Retailers	54%	-2
95	Wells Fargo	Credit Cards	54%	-6
95	Hampton Inn	Hotels	54%	0
95	Enterprise Rent-A-Car	Rental Cars	54%	5
95	Wegmans	Supermarkets	54%	1
95	Citibank	Banks	54%	-11
95	Nissan	Auto Dealers	54%	4
95	Citigroup	Credit Cards	54%	-6
95	Old Navy	Retailers	54%	-2
95	La Quinta Inn	Hotels	54%	0
95	Wendy’s	Fast Food	54%	2
95	Dollar Tree	Retailers	54%	-2
95	Costco	Retailers	54%	-2
95	Apple (for software)	Software Firms	54%	3
95	Kaiser Permanente	Health Plans	54%	14
95	Toys 'R' Us	Retailers	54%	-2
95	Comfort Inn	Hotels	54%	0
95	JCPenney	Retailers	54%	-3
114	ACE Rent A Car	Rental Cars	53%	4
114	Safeway	Supermarkets	53%	-1
114	UPS	Parcel Delivery	53%	2
114	MetLife	Insurance Carriers	53%	-2
114	Dollar General	Retailers	53%	-3
114	Whirlpool	Major Appliances	53%	5
114	Florida Power & Light	Utilities	53%	5
114	Food Lion	Supermarkets	53%	-1
114	Virgin Mobile	Wireless Carriers	53%	4
123	TracFone	Wireless Carriers	52%	4
123	CVS	Retailers	52%	-4
123	GameStop	Retailers	52%	-4
123	Chevrolet	Auto Dealers	52%	2
123	Budget	Rental Cars	52%	2
123	7-Eleven	Retailers	52%	-4
123	American Airlines	Airlines	52%	0
123	Hyatt	Hotels	52%	-2
123	Hyundai	Auto Dealers	52%	2
123	Southern California Edison	Utilities	52%	4
123	FedEx	Parcel Delivery	52%	1
123	Liberty Mutual	Insurance Carriers	52%	-4
123	DHL	Parcel Delivery	52%	1
136	Nationwide	Insurance Carriers	51%	-4
136	Toyota	Auto Dealers	51%	2
136	Activision	Software Firms	51%	0
136	Delta Airlines	Airlines	51%	-1
136	21st Century	Insurance Carriers	51%	-4
136	Hy-Vee	Supermarkets	51%	-3
136	Hewlett-Packard	Computers & Tablets	51%	-3
136	Audi	Auto Dealers	51%	1
136	Dell	Computers & Tablets	51%	-3
136	Staples	Retailers	51%	-5
136	AOL	Internet Service	51%	12
136	Kmart	Retailers	51%	-6
148	Sony	Software Firms	50%	0
148	Microsoft	Software Firms	50%	-1
148	Honda	Auto Dealers	50%	0
148	Verizon Wireless	Wireless Carriers	50%	1
148	Bed Bath & Beyond	Retailers	50%	-6
148	T.J. Maxx	Retailers	50%	-6
148	Crowne Plaza	Hotels	50%	-4
148	Foot Locker	Retailers	50%	-6
148	Alamo Rent A Car	Rental Cars	50%	0
148	Bosch	Major Appliances	50%	2
148	Fox Rent A Car	Rental Cars	50%	0
159	Arby’s	Fast Food	49%	-2
159	Walgreens	Retailers	49%	-7
159	Acer	Computers & Tablets	49%	-5
159	T-Mobile	Wireless Carriers	49%	0
159	Electrolux	Major Appliances	49%	1
159	KFC	Fast Food	49%	-3
159	Albertsons	Supermarkets	49%	-5
159	*ETRADE**	Investment Firms	49%	-8
159	Gap	Retailers	49%	-8
168	U.S. Postal Service	Parcel Delivery	48%	-2
168	Ross	Retailers	48%	-8
168	Farmers	Insurance Carriers	48%	-7
168	Sony	Computers & Tablets	48%	-5
168	Starbucks	Fast Food	48%	-3
168	Subway	Fast Food	48%	-3
168	Symantec	Software Firms	48%	-3
168	United Airlines	Airlines	48%	-4
168	Sonic Drive-In	Fast Food	48%	-3
168	AT&T;	Wireless Carriers	48%	-1
168	McAfee	Software Firms	48%	-3
168	Aetna	Health Plans	48%	8
168	BJ’s Wholesale Club	Retailers	48%	-8
168	Capital One 360	Investment Firms	48%	-9
168	Duke Energy Progress	Utilities	48%	0
183	BMW	Auto Dealers	47%	-2
183	Michael’s	Retailers	47%	-9
183	Holiday Inn	Hotels	47%	-7
183	Hertz	Rental Cars	47%	-3
183	CenterPoint Energy	Utilities	47%	-1
188	TriCare	Health Plans	46%	6
188	Bright House Networks	TV Service	46%	9
188	Dish Network	TV Service	46%	8
188	Avis	Rental Cars	46%	-3
188	Cablevision Optimum	TV Service	46%	8
188	LG	Major Appliances	46%	-2
188	Wal-Mart	Retailers	46%	-10
188	Whole Foods	Supermarkets	46%	-8
188	Hannaford	Supermarkets	46%	-8
188	Stop & Shop	Supermarkets	46%	-8
188	Blackboard	Software Firms	46%	-5
188	Cadillac	Auto Dealers	46%	-4
188	Jeep	Auto Dealers	46%	-4
201	Lenovo	Computers & Tablets	45%	-8
201	Jack in the Box	Fast Food	45%	-6
201	Gateway	Computers & Tablets	45%	-9
201	GE	Major Appliances	45%	-3
201	AT&T;	Internet Service	45%	6
201	Rite Aid	Retailers	45%	-11
201	Marshalls	Retailers	45%	-12
208	Toshiba	Computers & Tablets	44%	-9
208	DirecTV	TV Service	44%	6
208	Dodge	Auto Dealers	44%	-6
208	Vons	Supermarkets	44%	-10
208	AAA	Insurance Carriers	44%	-11
208	Sprint	Wireless Carriers	44%	-5
208	Cablevision	Internet Service	44%	5
215	Dollar	Rental Cars	43%	-6
215	Family Dollar	Retailers	43%	-13
215	CIGNA	Health Plans	43%	3
215	Verizon	Internet Service	43%	4
215	HSBC	Credit Cards	43%	-18
220	Burger King	Fast Food	42%	-9
220	Dairy Queen	Fast Food	42%	-9
220	Ace Hardware	Retailers	42%	-14
223	Trader Joe’s	Supermarkets	41%	-12
223	Humana	Health Plans	41%	1
223	Pacific Gas and Electric Company	Utilities	41%	-6
226	United Healthcare	Health Plans	40%	0
226	Commonwealth Edison	Utilities	40%	-7
226	Verizon	TV Service	40%	2
226	Adobe	Software Firms	40%	-11
226	Medicare	Health Plans	40%	0
226	American Family	Insurance Carriers	40%	-15
232	Blue Shield of California	Health Plans	39%	-1
232	McDonalds	Fast Food	39%	-12
234	PSE&G;	Utilities	38%	-9
234	Toshiba	Major Appliances	38%	-9
234	BCBS plan not listed	Health Plans	38%	-2
234	Haier	Major Appliances	38%	-10
234	Super 8	Hotels	38%	-16
234	Charter Communications	Internet Service	38%	-1
240	US Airways	Airlines	37%	-15
240	AT&T;	TV Service	37%	-1
240	Time Warner Cable	TV Service	37%	-1
240	Anthem (BCBS)	Health Plans	37%	-3
240	Hitachi	Major Appliances	37%	-11
245	Spirit Airlines	Airlines	36%	-16
245	Cox Communications	Internet Service	36%	-3
245	Time Warner Cable	Internet Service	36%	-3
248	Cox Communications	TV Service	35%	-2
248	Charter Communications	TV Service	35%	-3
250	Medicaid	Health Plans	34%	-6
250	Motel 6	Hotels	34%	-20
252	Compaq	Computers & Tablets	33%	-21
253	Fujitsu	Major Appliances	31%	-16
254	Days Inn	Hotels	30%	-24
254	Comcast	Internet Service	30%	-8
256	Comcast	TV Service	29%	-9
257	Health Net	Health Plans	25%	-15

See the 2015 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 satisfied they are with the online interactions with 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 2016 Temkin Web Experience 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 Web Experience Ratings Overview.