2012 Temkin Forgiveness Ratings


Rank Company Industry Temkin Forgiveness Ratings (TFR) Company TFR vs Industry TFR
1 USAA Bank 54% 31
2 Hyatt Hotel chain 51% 21
3 USAA Insurance 49% 23
4 A credit union Bank 48% 26
4 H.E.B. Grocery 48% 10
4 Hy-Vee Grocery 48% 10
7 Dollar Car rental 47% 19
7 Chick-fil-A Fast Food 47% 16
7 Publix Grocery 47% 8
10 Costco Retail 45% 10
10 Amazon.com Retail 45% 9
12 USAA Credit cards 44% 31
12 Sam's Club Retail 44% 9
14 Apple Computer maker 43% 13
15 Bosch Appliances 42% 8
15 Starbucks Fast Food 42% 12
15 Sonic Drive-In Fast Food 42% 11
15 Aldi Grocery 42% 3
19 BMW Auto dealer 41% 12
20 Whole Foods Grocery 40% 2
20 ShopRite Grocery 40% 2
20 Kroger Grocery 40% 1
20 Staples Retail 40% 4
20 Walgreens Retail 40% 4
25 LG Appliances 39% 5
25 DHL Parcel delivery 39% 5
25 Old Navy Retail 39% 4
25 Target Retail 39% 3
29 Alamo Car rental 38% 9
29 Save-a-Lot Grocery 38% -1
29 eBay Retail 38% 3
29 US Cellular Wireless 38% 19
33 JetBlue Airlines Airline 37% 13
33 Toshiba Appliances 37% 3
33 SunTrust Bank Bank 37% 14
33 Winn-Dixie Grocery 37% -2
33 Lowe's Retail 37% 2
33 Home Depot Retail 37% 2
33 Kohl's Retail 37% 2
40 PNC Bank 36% 13
40 Dunkin' Donuts Fast Food 36% 6
40 Giant Eagle Grocery 36% -2
40 TriCare Health plan 36% 15
40 Hilton Hotel chain 36% 6
40 Barnes & Noble Retail 36% 1
40 JCPenney Retail 36% 1
47 Southwest Airlines Airline 35% 11
47 Samsung Appliances 35% 1
47 Lenovo Computer maker 35% 4
47 Pizza Hut Fast Food 35% 5
47 Little Caesar's Fast Food 35% 4
47 Hampton Inn Hotel chain 35% 4
47 A credit union Investments 35% 7
47 U.S. Postal Service Parcel delivery 35% 2
47 BJ's Wholesale Club Retail 35% 0
47 Macy's Retail 35% -1
47 CVS Retail 35% -1
58 Chevrolet Auto dealer 34% 6
58 Piggly Wiggly Grocery 34% -5
58 Courtyard By Marriott Hotel chain 34% 4
61 AirTran Airways Airline 33% 9
61 Budget Car rental 33% 5
61 Subway Fast Food 33% 2
61 Dairy Queen Fast Food 33% 2
61 Safeway Grocery 33% -5
61 Food Lion Grocery 33% -5
61 Stop & Shop Grocery 33% -6
61 Best Western Hotel chain 33% 3
61 TD Ameritrade Investments 33% 6
61 FedEx Parcel delivery 33% -1
61 Office Depot Retail 33% -2
72 Toshiba Computer maker 32% 2
72 Compaq Computer maker 32% 2
72 Taco Bell Fast Food 32% 1
72 Marriott Hotel chain 32% 2
72 Charles Schwab Investments 32% 4
72 UPS Parcel delivery 32% -2
78 Hertz Car rental 31% 2
78 Jack in the Box Fast Food 31% 0
78 Albertsons Grocery 31% -7
78 Medicaid Health plan 31% 10
78 Kaiser Permanente Health plan 31% 10
78 Comfort Inn Hotel chain 31% 1
78 Bright House Networks TV service 31% 15
85 Whirlpool Appliances 30% -4
85 Ford Auto dealer 30% 1
85 Sony Computer maker 30% -1
85 Nationwide Insurance 30% 4
85 State Farm Insurance 30% 4
85 Wal-Mart Retail 30% -6
91 Wendy's Fast Food 29% -1
91 Domino's Fast Food 29% -2
91 Medicare Health plan 29% 8
91 AAA Insurance 29% 3
91 E*TRADE Investments 29% 1
91 Wells Fargo Advisors Investments 29% 1
91 TracFone Wireless 29% 9
98 Alaska Airlines Airline 28% 4
98 Toyota Auto dealer 28% -1
98 Hewlett-Packard Computer maker 28% -2
98 Gateway Computer maker 28% -2
98 American Family Insurance 28% 2
98 Best Buy Retail 28% -7
104 AOL Internet service 27% 12
104 Edward Jones Investments 27% 0
104 ING Direct Investments 27% 0
107 GE Appliances 26% -8
107 Dell Computer maker 26% -4
107 McDonalds Fast Food 26% -5
107 Vanguard Investments 26% -2
107 Toys 'R' Us Retail 26% -9
112 Regions Bank 25% 2
112 eMachines Computer maker 25% -5
112 American Express Credit cards 25% 13
112 Arby's Fast Food 25% -6
112 21st Century Insurance 25% -1
112 Ameriprise Financial Investments 25% -3
112 Rite Aid Retail 25% -10
119 Dodge Auto dealer 24% -5
119 Fifth Third Bank 24% 1
119 Super 8 Hotel chain 24% -6
119 MetLife Insurance 24% -2
119 MSN Internet service 24% 9
119 Kmart Retail 24% -11
125 Nissan Auto dealer 23% -6
125 US Bancorp Bank 23% 1
125 Acer Computer maker 23% -7
125 KFC Fast Food 23% -7
125 Holiday Inn Hotel chain 23% -7
125 Holiday Inn Express Hotel chain 23% -7
125 GEICO Insurance 23% -3
125 Farmers Insurance 23% -3
133 ING Direct Bank 22% 0
133 Burger King Fast Food 22% -9
133 Hardees Fast Food 22% -9
133 Blue Shield of California Health plan 22% 1
133 Days Inn Hotel chain 22% -8
133 Liberty Mutual Insurance 22% -4
133 Progressive Insurance 22% -4
133 Sears Retail 22% -14
133 Dish Network/EchoStar TV service 22% 6
142 Delta Airlines Airline 21% -3
142 Honda Auto dealer 21% -7
142 U.S. Bank Credit cards 21% 9
142 Wells Fargo Credit cards 21% 8
142 Allstate Insurance 21% -5
142 Merrill Lynch Investments 21% -7
142 Virgin Mobile Wireless 21% 1
149 Kia Auto dealer 20% -9
149 Highmark (BCBS) Health plan 20% -1
149 Motel 6 Hotel chain 20% -11
149 AT&T Internet service 20% 4
149 RadioShack Retail 20% -15
149 DirecTV TV service 20% 5
149 AT&T TV service 20% 4
156 American Airlines Airline 19% -5
156 Wells Fargo/ Wachovia Bank Bank 19% -3
156 Enterprise Car rental 19% -9
156 Health Net Health plan 19% -2
156 Fidelity Investments Investments 19% -9
156 Cox Communications TV service 19% 3
156 AT&T Wireless 19% 0
163 Avis Car rental 18% -11
163 Morgan Stanley Smith Barney Investments 18% -10
163 Sprint Wireless 18% -1
166 Hyundai Auto dealer 17% -12
166 Discover Credit cards 17% 4
166 Aetna Health plan 17% -4
166 T-Mobile Wireless 17% -2
166 Verizon Wireless Wireless 17% -2
171 United Airlines Airline 16% -8
171 HSBC Bank 16% -6
171 Citizens Bank 16% -7
171 Empire (BCBS) Health plan 16% -5
171 The Hartford Insurance 16% -10
171 Cox Communications Internet service 16% 1
171 Verizon Internet service 16% 1
171 Road Runner Internet service 16% 1
179 TD Bank Bank 15% -7
179 Chase Credit cards 15% 2
179 Cablevision Internet service 15% 0
182 Capital One Bank 14% -9
182 Time Warner Cable TV service 14% -1
182 Verizon TV service 14% -2
185 Continental Airlines Airline 13% -11
185 Chase Bank 13% -10
185 United Healthcare Health plan 13% -8
185 Anthem (BCBS) Health plan 13% -9
189 Capital One Credit cards 12% -1
189 Humana Health plan 12% -9
189 Optimum (iO)/Cablevision TV service 12% -3
192 CIGNA Health plan 11% -10
192 Comcast Internet service 11% -5
194 Travelers Insurance 10% -16
195 US Airways Airline 9% -15
195 Qwest Internet service 9% -6
195 Comcast TV service 9% -6
198 Bank of America Bank 8% -15
198 Citibank Bank 8% -15
198 Bank of America Credit cards 8% -5
201 EarthLink Internet service 7% -8
202 Charter Communications Internet service 2% -13
203 Chrysler Auto dealer 1% -27
203 HSBC Credit cards 1% -12
205 Charter Communications TV service -1% -16
206 Citigroup Credit cards -8% -21

Calculating the Temkin Forgiveness Ratings

The Temkin Forgiveness Ratings are based on feedback from consumers who have recently interacted with companies in the ratings. We asked consumers to rate their likelihood to forgive companies if they deliver a bad experience on a 7-point scale, from (1) extremely unlikely to (7) extremely likely. 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 Forgiveness Ratings Overview.