2013 Temkin Experience Ratings 2013


Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1PublixGrocery chain84%5.6
2Trader Joe'sGrocery chain83%4.6
3AldiGrocery chain82%4.0
3Chick-fil-AFast food chain82%6.0
5Sam's ClubRetailer81%7.0
5Amazon.comRetailer81%7.3
7Save-a-LotGrocery chain80%1.5
7H.E.B.Grocery chain80%1.8
7Little Caesar'sFast food chain80%3.3
7Sonic Drive-InFast food chain80%3.4
7Dunkin' DonutsFast food chain80%3.9
7Ace HardwareRetailer80%5.8
13ShopRiteGrocery chain79%0.6
13Hy-VeeGrocery chain79%1.0
13Arby'sFast food chain79%2.5
13SubwayFast food chain79%3.0
13CostcoRetailer79%5.4
13NordstromRetailer79%5.6
13A credit unionBank79%10.5
20KrogerGrocery chain78%-0.8
20StarbucksFast food chain78%1.2
20Jack in the BoxFast food chain78%1.7
20Dairy QueenFast food chain78%1.9
20BJ's Wholesale ClubRetailer78%4.2
20PetSmartRetailer78%4.2
20Dollar TreeRetailer78%4.3
20WalgreensRetailer78%4.3
20USAABank78%9.4
29Winn-DixieGrocery chain77%-1.8
29SafewayGrocery chain77%-1.1
29AlbertsonsGrocery chain77%-1.0
29Giant EagleGrocery chain77%-1.0
29AutoZoneRetailer77%3.0
29Home DepotRetailer77%3.5
29USAAInsurance carrier77%12.4
36Whole FoodsGrocery chain76%-2.6
36Domino'sFast food chain76%-0.6
36Pizza HutFast food chain76%0.1
36Office DepotRetailer76%1.9
36Family DollarRetailer76%2.1
36TargetRetailer76%2.2
36QVCRetailer76%2.2
36StaplesRetailer76%2.6
36Bed Bath & BeyondRetailer76%2.7
45Food LionGrocery chain75%-3.9
45Piggly WigglyGrocery chain75%-3.5
45Burger KingFast food chain75%-1.2
45QuiznosFast food chain75%-0.9
45Dollar GeneralRetailer75%1.1
45Rite AidRetailer75%1.4
45FedExParcel delivery service75%1.4
45MarriottHotel chain75%9.1
53Wendy'sFast food chain74%-2.0
53HardeesFast food chain74%-1.9
53CVSRetailer74%0.0
53SearsRetailer74%0.2
53Old NavyRetailer74%0.3
53Barnes & NobleRetailer74%0.4
53UPSParcel delivery service74%0.4
53O'Reilly Auto PartsRetailer74%0.5
53ING DirectBank74%5.4
53TD BankBank74%5.6
53Charles SchwabInvestment firm74%8.9
64Stop & ShopGrocery chain73%-5.1
64U.S. Postal ServiceParcel delivery service73%-1.1
64Kohl'sRetailer73%-0.8
64True ValueRetailer73%-0.8
64Toys 'R' UsRetailer73%-0.7
64OfficeMaxRetailer73%-0.6
64SunTrust BankBank73%4.2
64State FarmInsurance carrier73%8.0
72Taco BellFast food chain72%-4.3
72Advance Auto PartsRetailer72%-1.5
72KmartRetailer72%-1.5
72Macy'sRetailer72%-1.5
72Lowe'sRetailer72%-1.4
72La QuintaHotel chain72%7.1
78McDonaldsFast food chain71%-4.8
78eBayRetailer71%-3.1
787-ElevenRetailer71%-2.4
78GameStopRetailer71%-2.3
78PNCBank71%2.3
78Courtyard By MarriottHotel chain71%5.2
78Holiday Inn ExpressHotel chain71%5.6
78Fidelity InvestmentsInvestment firm71%6.6
78ToyotaAuto dealer71%6.6
78AdvantageRental car agency71%9.9
78TriCareHealth plan71%15.9
89MarshallsRetailer70%-3.9
89U.S. BancorpBank70%1.3
89Fifth ThirdBank70%1.3
89HiltonHotel chain70%4.6
89Hampton InnHotel chain70%4.7
89American ExpressCredit card issuer70%6.2
89USAACredit card issuer70%6.7
96RegionsBank69%0.7
96Ameriprise FinancialInvestment firm69%3.9
96Best WesternHotel chain69%3.9
96TD AmeritradeInvestment firm69%3.9
100Wal-MartRetailer68%-5.8
100JCPenneyRetailer68%-5.2
100VanguardInvestment firm68%2.9
100NationwideInsurance carrier68%2.9
100DiscoverCredit card issuer68%4.9
100Southwest AirlinesAirline68%8.0
100Alaska AirlinesAirline68%8.6
107KFCFast food chain67%-8.8
107T.J. MaxxRetailer67%-7.1
107Best BuyRetailer67%-7.1
107GapRetailer67%-7.0
107RossRetailer67%-7.0
107HyattHotel chain67%1.8
107Edward JonesInvestment firm67%2.3
107GoogleSoftware firm67%4.6
115CitibankBank66%-2.9
115ChaseBank66%-2.2
115GEICOInsurance carrier66%0.7
115HondaAuto dealer66%1.4
115U.S. BankCredit card issuer66%2.0
115FordAuto dealer66%2.1
115Apple (for software)Software firm66%3.3
115TracFoneWireless carrier66%5.8
123CitizensBank65%-3.9
123Wells FargoBank65%-3.3
123AllstateInsurance carrier65%0.0
123ChevroletAuto dealer65%0.7
123ChaseCredit card issuer65%1.3
123MicrosoftSoftware firm65%2.5
123EnterpriseRental car agency65%4.0
123AirTran AirwaysAirline65%5.2
123ElectroluxAppliance maker65%6.1
123AOLInternet service provider65%9.7
123Kaiser PermanenteHealth plan65%10.3
134ProgressiveInsurance carrier64%-1.4
134Comfort InnHotel chain64%-1.2
134A credit unionInvestment firm64%-0.6
134HyundaiAuto dealer64%0.1
134SymantecSoftware firm64%2.1
134AppleComputer maker64%4.2
134JetBlue AirlinesAirline64%4.3
134SamsungAppliance maker64%4.8
142Bank of AmericaBank63%-5.4
142MetLifeInsurance carrier63%-2.1
142Merrill LynchInvestment firm63%-2.1
142ScottradeInvestment firm63%-1.5
142Wells FargoCredit card issuer63%-0.9
142AvisRental car agency63%2.8
142HertzRental car agency63%2.8
142Delta/Northwest AirlinesAirline63%3.2
150Apple StoreRetailer62%-11.2
150Capital OneBank62%-7.0
150AAAInsurance carrier62%-3.1
150FarmersInsurance carrier62%-2.9
150The HartfordInsurance carrier62%-2.7
150TravelersInsurance carrier62%-2.5
150Bank of AmericaCredit card issuer62%-1.6
150ActivisionSoftware firm62%-0.3
150Verizon WirelessWireless carrier62%2.1
150Hewlett-PackardComputer maker62%2.4
160Holiday InnHotel chain61%-4.7
160CitigroupCredit card issuer61%-2.2
160BlackboardSoftware firm61%-1.7
160IntuitSoftware firm61%-1.5
160Virgin MobileWireless carrier61%1.2
160GEAppliance maker61%1.5
166Fairfield InnHotel chain60%-5.8
166Quality InnHotel chain60%-5.2
166ING DirectInvestment firm60%-4.6
166ChryslerAuto dealer60%-4.3
166BMWAuto dealer60%-3.9
166DodgeAuto dealer60%-3.7
166SonySoftware firm60%-2.5
166AdobeSoftware firm60%-2.0
166DellComputer maker60%-0.2
166AcerComputer maker60%0.2
166MetroPCSWireless carrier60%0.3
166US CellularWireless carrier60%0.5
166WhirlpoolAppliance maker60%1.2
166CablevisionInternet service provider60%4.7
166Dish Network/EchoStarTV service provider60%6.3
166Bright House NetworksTV service provider60%6.4
182Wells Fargo AdvisorsInvestment firm59%-5.4
182NissanAuto dealer59%-4.7
182Capital OneCredit card issuer59%-4.6
182ToshibaComputer maker59%-1.3
182GatewayComputer maker59%-1.0
182AT&TWireless carrier59%-0.9
182CompaqComputer maker59%-0.7
182Coventry Health CareHealth plan59%4.0
182Optimum (iO)/CablevisionTV service provider59%5.5
191RadioShackRetailer58%-15.9
191E*TRADEInvestment firm58%-6.9
191American FamilyInsurance carrier58%-6.8
191KiaAuto dealer58%-6.1
191SprintWireless carrier58%-2.2
191BoschAppliance maker58%-0.6
191Road RunnerInternet service provider58%2.7
191MedicareHealth plan58%2.7
191DirecTVTV service provider58%3.7
200HSBCBank57%-11.6
200Crowne PlazaHotel chain57%-8.5
200Continental AirlinesAirline57%-2.3
203Liberty MutualInsurance carrier56%-8.7
203eMachinesComputer maker56%-4.4
203T-MobileWireless carrier56%-3.9
203AT&TInternet service provider56%0.7
203Anthem (BCBS)Health plan56%1.5
208United AirlinesAirline55%-4.7
208ToshibaAppliance maker55%-4.3
208LGAppliance maker55%-4.1
208Cox CommunicationsInternet service provider55%-0.2
208VerizonInternet service provider55%0.0
213Morgan Stanley Smith BarneyInvestment firm54%-11.2
213HSBCCredit card issuer54%-9.8
213McAfeeSoftware firm54%-8.6
213LenovoComputer maker54%-5.6
213SonyComputer maker54%-5.6
213American AirlinesAirline54%-5.5
213MSNInternet service provider54%-1.8
213United HealthcareHealth plan54%-0.7
213AetnaHealth plan54%-0.6
222Motel 6Hotel chain53%-12.4
222QwestInternet service provider53%-2.7
222CIGNAHealth plan53%-1.7
222ComcastTV service provider53%-1.0
222VerizonTV service provider53%-0.7
227BudgetRental car agency52%-9.0
227AlamoRental car agency52%-8.2
227DollarRental car agency52%-8.2
227EarthLinkInternet service provider52%-3.6
227ComcastInternet service provider52%-3.1
232Health NetHealth plan51%-4.1
232Blue Shield of CaliforniaHealth plan51%-4.0
232Charter CommunicationsInternet service provider51%-4.0
232CareFirst (BCBS)Health plan51%-3.4
232HumanaHealth plan51%-3.3
232AT&TTV service provider51%-2.8
232Cox CommunicationsTV service provider51%-2.4
239MedicaidHealth plan50%-5.2
239Highmark (BCBS)Health plan50%-4.9
239Charter CommunicationsTV service provider50%-3.5
24221st CenturyInsurance carrier49%-15.7
242Empire (BCBS)Health plan49%-6.0
244Days InnHotel chain48%-17.1
244Time Warner CableTV service provider48%-6.3
246US AirwaysAirline45%-15.2

Calculating the Temkin Experience Ratings

The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Functional, Accessible, and Emotional, on a 7-point scale. For each component, 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. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages. For more information, see the Temkin Experience Ratings Overview.