2012 Temkin Web Experience Ratings

Rating	Company	Industry	Temkin Web Experience Ratings (TWR)	Company TWR vs Industry TWR
1	Amazon.com	Retail	76%	+17.5
2	Credit unions	Bank	69%	+10
3	USAA	Bank	68%	+8.8
3	PNC	Bank	68%	+8.6
5	Southwest Airlines	Airline	67%	+12.1
6	eBay	Retail	66%	+7.4
6	Sam's Club	Retail	66%	+7.3
6	USAA	Insurance	66%	+11.9
9	ShopRite	Grocery	65%	+12.9
9	JCPenney	Retail	65%	+6
9	ING Direct	Bank	65%	+5.4
12	Marriott	Hotel chain	64%	+9.9
12	Charles Schwab	Investments	64%	+5.1
12	Discover	Credit cards	64%	+8.9
12	Vanguard	Investments	64%	+4.8
16	ING Direct	Investments	63%	+4.3
16	Barnes & Noble	Retail	63%	+4.4
16	H.E.B.	Grocery	63%	+10.6
19	Fidelity Investments	Investments	62%	+3.5
19	Publix	Grocery	62%	+10.4
19	American Express	Credit cards	62%	+7.1
19	TD Ameritrade	Investments	62%	+3
19	Starbucks	Fast Food	62%	+10.9
24	Apple	Computer maker	61%	+9.7
24	*ETRADE**	Investments	61%	+2.4
24	Wells Fargo/ Wachovia Bank	Bank	61%	+1.6
24	Kaiser Permanente	Health plan	61%	+21.4
24	U.S. Bank	Credit cards	61%	+5.8
24	Chase	Bank	61%	+1.4
30	Progressive	Insurance	60%	+5.5
31	Hilton	Hotel chain	59%	+5.1
31	Allstate	Insurance	59%	+4.6
33	Chase	Credit cards	58%	+3.5
33	HSBC	Bank	58%	-1
33	GEICO	Insurance	58%	+4.1
33	Domino's	Fast Food	58%	+7.3
33	Credit unions	Investments	58%	-1
33	JetBlue Airlines	Airline	58%	+2.8
33	Pizza Hut	Fast Food	58%	+7
33	U.S. Bancorp	Bank	58%	-1.7
41	Continental Airlines	Airline	57%	+2
41	Best Western	Hotel chain	57%	+2.7
41	Samsung	Appliances	57%	+5.6
41	Budget	Car rental	57%	+4.3
41	Wal-Mart	Retail	57%	-2
41	FedEx	Parcel delivery	57%	+4.3
47	Aldi	Grocery	56%	+4.1
47	LG	Appliances	56%	+4.6
47	Target	Retail	56%	-2.8
47	Comfort Inn	Hotel chain	56%	+1.8
47	Macy's	Retail	56%	-3
52	Hertz	Car rental	55%	+2.8
52	Lowe's	Retail	55%	-3.6
52	Capital One	Bank	55%	-4.2
52	CVS	Retail	55%	-3.8
52	Chick-fil-A	Fast Food	55%	+3.8
57	Toshiba	Appliances	54%	+2.8
57	Burger King	Fast Food	54%	+3.4
57	Toshiba	Computer maker	54%	+2.2
57	American Airlines	Airline	54%	-1.3
61	UPS	Parcel delivery	53%	+1.2
61	State Farm	Insurance	53%	-0.6
61	Hampton Inn	Hotel chain	53%	-0.9
61	Ford	Auto dealer	53%	+1.9
61	Capital One	Credit cards	53%	-2.4
61	Nationwide	Insurance	53%	-1.4
67	Holiday Inn Express	Hotel chain	52%	-1.9
67	Costco	Retail	52%	-6.4
67	Best Buy	Retail	52%	-6.4
67	Home Depot	Retail	52%	-6.4
67	Sprint	Wireless	52%	+5.6
67	Walgreens	Retail	52%	-6.6
67	Wells Fargo	Credit cards	52%	-2.9
67	Hewlett-Packard	Computer maker	52%	+0.1
75	Save-a-Lot	Grocery	51%	-0.4
75	Honda	Auto dealer	51%	+0.8
75	United Airlines	Airline	51%	-3.8
75	Subway	Fast Food	51%	+0.5
75	Giant Eagle	Grocery	51%	-0.8
75	HSBC	Credit cards	51%	-4
75	Kroger	Grocery	51%	-1
75	Sears	Retail	51%	-7.9
75	Acer	Computer maker	51%	-1.2
84	Jack in the Box	Fast Food	50%	-0.2
84	Bright House	TV service	50%	+8.8
84	AOL	Internet service	50%	+9.4
84	Holiday Inn	Hotel chain	50%	-4.6
84	Winn-Dixie	Grocery	50%	-2.3
84	Arby's	Fast Food	50%	-1.1
84	Merrill Lynch	Investments	50%	-9.3
91	Wells Fargo Advisors	Investments	49%	-9.5
91	Dunkin' Donuts	Fast Food	49%	-1.3
91	U.S. Postal Service	Parcel delivery	49%	-2.9
91	Sony	Computer maker	49%	-2.5
91	Citibank	Bank	49%	-10.2
91	Bank of America	Bank	49%	-10.2
91	Enterprise	Car rental	49%	-3.5
91	KFC	Fast Food	49%	-1.8
91	AT&T;	Wireless	49%	+2.3
91	Dell	Computer maker	49%	-2.9
91	Whirlpool	Appliances	49%	-2.7
91	Whole Foods	Grocery	49%	-3.3
91	Taco Bell	Fast Food	49%	-2.1
91	Wendy's	Fast Food	49%	-2.1
105	Chevrolet	Auto dealer	48%	-2.2
105	Albertsons	Grocery	48%	-3.7
105	GE	Appliances	48%	-3.5
105	Old Navy	Retail	48%	-11.2
109	Stop & Shop	Grocery	47%	-4.6
109	Verizon Wireless	Wireless	47%	+0.8
109	Optimum (iO)/Cablevision	TV service	47%	+6.1
109	Liberty Mutual	Insurance	47%	-6.8
109	Citigroup	Credit cards	47%	-7.9
109	Safeway	Grocery	47%	-5.1
109	eMachines	Computer maker	47%	-5.1
109	Dish Network/EchoStar	TV service	47%	+5.5
117	Bank of America	Credit cards	46%	-8.8
117	Toyota	Auto dealer	46%	-4.8
117	Aetna	Health plan	46%	+6.3
117	Food Lion	Grocery	46%	-6.4
121	Farmers	Insurance	45%	-8.6
121	Delta/Northwest Airlines	Airline	45%	-10.1
121	Rite Aid	Retail	45%	-13.9
121	Compaq	Computer maker	45%	-7.1
121	DirecTV	TV service	45%	+3.4
121	Nissan	Auto dealer	45%	-6.1
127	AAA	Insurance	44%	-9.6
127	Virgin Mobile	Wireless	44%	-2.2
127	United Healthcare	Health plan	44%	+4.7
127	Kohl's	Retail	44%	-14.7
127	Kmart	Retail	44%	-14.7
127	Cablevision	Internet service	44%	+3.2
133	Gateway	Computer maker	43%	-8.6
133	McDonalds	Fast Food	43%	-7.6
135	Little Caesar's	Fast Food	42%	-8.2
135	Comcast	Internet service	42%	+1.8
135	AT&T;	Internet service	42%	+1.6
135	TriCare	Health plan	42%	+2.2
139	U.S. Airways	Airline	41%	-13.9
139	Verizon	Internet service	41%	+0.7
139	Comcast	TV service	41%	-0.3
139	Verizon	TV service	41%	-0.5
143	AT&T;	TV service	40%	-0.8
143	MSN (Microsoft Network)	Internet service	40%	0
143	T-Mobile	Wireless	40%	-6.2
143	Cox Communications	Internet service	40%	-0.2
143	Medicaid	Health plan	40%	+0.3
148	Cox Communications	TV service	39%	-1.7
149	TracFone	Wireless	36%	-10.5
149	Blue Shield of California	Health plan	36%	-3.6
149	Medicare	Health plan	36%	-3.9
152	Road Runner	Internet service	35%	-5.2
153	Anthem (BCBS)	Health plan	34%	-5.4
153	Time Warner Cable	TV service	34%	-7.1
155	CIGNA	Health plan	32%	-7.3
156	Charter Communications	Internet service	30%	-10
156	Qwest	Internet service	30%	-10.7
158	Humana	Health plan	29%	-10.4
159	Charter Communications	TV service	26%	-14.9

See the 2011 Ratings

Calculating the Temkin Web Experience Ratings

The Temkin Web Experience Ratings are based on consumer feedback of companies with whom they’ve recently interacted. We asked consumers to rate how satisfied they are with with recent online 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 Web Experience Ratings Overview.

Purchase Data

For only $295, you can download an Excel workbook with the underlying data from the 2012 Temkin Web Experience Ratings in addition to seeing the changes in ratings from 2011.

The dataset includes details for all three component scores for the 159 companies in the 2012 ratings plus data on additional firms that did not meet the minimum requirement of 100 respondents. In addition, it provides average industry ratings across six age groups of consumers.

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