2012 Temkin Loyalty Ratings


Rank Company Industry Temkin Loyalty Rating (TLR) Company TLR vs Industry TLR
1 Sam's Club Retailer 65% 12.1
2 Aldi Grocery chain 64% 9.4
3 USAA Bank 63% 26.9
4 Publix Grocery chain 62% 7.6
5 Amazon.com Retailer 61% 8.0
5 A credit union Bank 61% 25.0
7 H.E.B. Grocery chain 60% 5.3
8 Target Retailer 59% 5.8
8 Chick-fil-A Fast food chain 59% 8.8
8 Starbucks Fast food chain 59% 9.0
8 USAA Insurance carrier 59% 17.3
12 ShopRite Grocery chain 58% 3.3
12 Hy-Vee Grocery chain 58% 3.5
12 Lowe's Retailer 58% 5.1
12 Subway Fast food chain 58% 7.7
16 Winn-Dixie Grocery chain 57% 2.4
16 Kroger Grocery chain 57% 3.1
16 Home Depot Retailer 57% 4.2
16 Southwest Airlines Airline 57% 19.5
16 USAA Credit card issuer 57% 26.5
21 Walgreens Retailer 56% 3.5
22 Giant Eagle Grocery chain 55% 0.4
22 CVS Retailer 55% 1.6
22 Costco Retailer 55% 2.4
25 Whole Foods Grocery chain 54% -0.3
25 Staples Retailer 54% 1.1
25 BJ's Wholesale Club Retailer 54% 1.4
25 Dunkin' Donuts Fast food chain 54% 4.1
25 Apple Computer maker 54% 13.2
25 PNC Bank 54% 18.5
31 Food Lion Grocery chain 53% -1.7
31 Kohl's Retailer 53% 0.3
31 US Postal Service Parcel delivery provider 53% 1.9
31 Sonic Drive-In Fast food chain 53% 2.7
31 Wendy's Fast food chain 53% 3.1
31 Pizza Hut Fast food chain 53% 3.1
31 Charles Schwab Investment firm 53% 10.4
38 Stop & Shop Grocery chain 52% -1.9
38 JCPenney Retailer 52% -1.0
40 Toys 'R' Us Retailer 51% -2.2
40 Wal-Mart Retailer 51% -2.2
40 Old Navy Retailer 51% -2.1
40 Rite Aid Retailer 51% -1.6
40 UPS Parcel delivery provider 51% -0.4
40 Arby's Fast food chain 51% 0.4
40 Taco Bell Fast food chain 51% 1.3
40 State Farm Insurance carrier 51% 9.4
40 Hampton Inn Hotel chain 51% 10.4
49 eBay Retailer 50% -2.8
49 FedEx Parcel delivery provider 50% -1.9
49 Little Caesar's Fast food chain 50% -0.2
49 Marriott Hotel chain 50% 9.2
53 Safeway Grocery chain 49% -5.7
53 Save-a-Lot Grocery chain 49% -4.9
53 Macy's Retailer 49% -4.1
53 Barnes & Noble Retailer 49% -3.7
53 A credit union Investment firm 49% 6.7
58 Vanguard Investment firm 48% 5.7
58 Toyota Auto dealer 48% 7.3
58 TriCare Health plan 48% 14.4
61 Best Buy Retailer 47% -5.9
61 Domino's Fast food chain 47% -3.4
61 Fidelity Investments Investment firm 47% 4.3
61 Chevrolet Auto dealer 47% 6.3
65 Dairy Queen Fast food chain 46% -4.4
65 McDonalds Fast food chain 46% -4.4
65 Jack in the Box Fast food chain 46% -3.7
68 Piggly Wiggly Grocery chain 45% -9.7
68 Office Depot Retailer 45% -8.1
68 Nationwide Insurance carrier 45% 3.1
68 Courtyard By Marriott Hotel chain 45% 4.5
72 Albertsons Grocery chain 44% -10.6
72 Burger King Fast food chain 44% -6.3
72 Hardees Fast food chain 44% -6.1
72 ING Direct Investment firm 44% 1.7
72 AAA Insurance carrier 44% 2.5
72 Hewlett-Packard Computer maker 44% 3.1
72 Holiday Inn Express Hotel chain 44% 3.5
72 ING Direct Bank 44% 8.3
72 Medicare Health plan 44% 9.6
72 Kaiser Permanente Health plan 44% 9.6
82 KFC Fast food chain 43% -7.3
82 Honda Auto dealer 43% 2.0
82 Toshiba Computer maker 43% 2.1
82 American Express Credit card issuer 43% 12.7
86 Kmart Retailer 42% -10.6
86 Hilton Hotel chain 42% 1.3
86 Ford Auto dealer 42% 1.3
86 Comfort Inn Hotel chain 42% 1.7
86 Whirlpool Appliances 42% 4.6
86 GE Appliances 42% 4.9
92 Edward Jones Investment firm 41% -1.4
92 Hyatt Hotel chain 41% 0.5
92 JetBlue Airlines Airline 41% 3.2
92 SunTrust Bank Bank 41% 5.1
92 TracFone Wireless carrier 41% 5.8
97 Sears Retailer 40% -12.9
97 Morgan Stanley Smith Barney Investment firm 40% -2.7
97 The Hartford Insurance carrier 40% -1.9
97 Progressive Insurance carrier 40% -1.6
97 Holiday Inn Hotel chain 40% -0.2
97 Verizon Wireless Wireless carrier 40% 5.3
103 American Family Insurance carrier 39% -2.9
103 GEICO Insurance carrier 39% -2.4
103 Samsung Appliances 39% 1.7
103 Fifth Third Bank 39% 3.7
103 Discover Credit card issuer 39% 9.3
108 Ameriprise Financial Investment firm 38% -4.1
108 Lenovo Computer maker 38% -3.1
108 Best Western Hotel chain 38% -2.5
108 AirTran Airways Airline 38% 0.7
108 Sprint Wireless carrier 38% 2.6
108 Hertz Car rental agency 38% 5.2
108 Enterprise Car rental agency 38% 5.4
115 Merrill Lynch Investment firm 37% -5.3
115 Allstate Insurance carrier 37% -4.8
115 Sony Computer maker 37% -4.3
115 Dell Computer maker 37% -4.1
115 LG Appliances 37% -0.2
115 TD Bank Bank 37% 0.8
115 US Cellular Wireless carrier 37% 2.1
115 Bright House Networks TV service provider 37% 9.3
123 Chrysler Auto dealer 36% -5.6
123 Farmers Insurance carrier 36% -5.4
123 Dodge Auto dealer 36% -5.0
123 Gateway Computer maker 36% -5.0
123 Toshiba Appliances 36% -1.3
123 Chase Credit card issuer 36% 6.0
123 Dish Network TV service provider 36% 8.4
130 TD Ameritrade Investment firm 35% -6.9
130 Kia Auto dealer 35% -6.1
130 Acer Computer maker 35% -6.0
130 Alaska Airlines Airline 35% -2.8
130 United Airlines Airline 35% -2.8
130 Medicaid Health plan 35% 1.1
130 Alamo Car rental agency 35% 2.0
130 US Bank Credit card issuer 35% 4.9
138 BMW Auto dealer 34% -7.0
138 Nissan Auto dealer 34% -6.8
138 Regions Bank 34% -2.1
138 Budget Car rental agency 34% 0.9
138 AOL Internet service provider 34% 6.3
138 DirecTV TV service provider 34% 7.1
144 eMachines Computer maker 33% -7.8
144 Delta/Northwest Airlines Airline 33% -5.0
144 US Bancorp Bank 33% -3.0
144 Citizens Bank 33% -2.7
144 Chase Bank 33% -2.3
144 Virgin Mobile Wireless carrier 33% -1.7
144 United Healthcare Health plan 33% -1.2
144 Humana Health plan 33% -0.9
144 MSN (Microsoft Network) Internet service provider 33% 5.6
153 Compaq Computer maker 32% -9.3
153 Liberty Mutual Insurance carrier 32% -9.2
153 Bosch Appliances 32% -5.7
153 AT&T Wireless carrier 32% -3.0
157 RadioShack Retailer 31% -21.6
157 Wells Fargo Advisors Investment firm 31% -11.8
157 MetLife Insurance carrier 31% -10.7
157 Wells Fargo/ Wachovia Bank Bank 31% -5.2
157 Highmark (BCBS) Health plan 31% -2.5
157 Verizon Internet service provider 31% 3.0
163 Travelers Insurance carrier 30% -12.1
163 Super 8 Hotel chain 30% -10.3
163 Motel 6 Hotel chain 30% -10.0
163 Empire (BCBS) Health plan 30% -4.0
163 Wells Fargo Credit card issuer 30% -0.4
163 Road Runner Internet service provider 30% 2.8
163 Cox Communication TV service provider 30% 3.0
170 Hyundai Auto dealer 29% -12.2
170 Continental Airlines Airline 29% -8.9
170 Aetna Health plan 29% -5.5
170 Blue Shield of California (not Blue Cross) Health plan 29% -5.1
170 Anthem (BCBS) Health plan 29% -5.1
170 Cox Communication Internet service provider 29% 1.3
176 AT&T Internet service provider 28% -0.1
176 Cablevision Internet service provider 28% 0.5
178 E*TRADE Investment firm 27% -15.6
178 Capital One Bank 27% -8.8
178 Avis Car rental agency 27% -6.3
178 Verizon TV service provider 27% 0.2
182 US Airways Airline 26% -11.2
182 American Airlines Airline 26% -11.1
182 Qwest Internet service provider 26% -2.2
182 Comcast Internet service provider 26% -1.7
186 Capital One Credit card issuer 25% -4.7
187 T-Mobile Wireless carrier 24% -11.0
187 CIGNA Health plan 24% -10.4
187 AT&T TV service provider 24% -3.3
187 Optimum (iO)/Cablevision TV service provider 24% -2.8
191 DHL Parcel delivery provider 23% -28.4
191 21st Century Insurance carrier 23% -18.5
191 Days Inn Hotel chain 23% -17.0
191 Health Net Health plan 23% -10.9
191 Dollar Car rental agency 23% -10.3
191 Comcast TV service provider 23% -4.2
191 Time Warner Cable TV service provider 23% -3.9
198 Bank of America Credit card issuer 20% -10.6
198 HSBC Credit card issuer 20% -10.5
200 HSBC Bank 19% -16.4
200 EarthLink Internet service provider 19% -9.0
202 Bank of America Bank 18% -17.8
203 Charter Communications Internet service provider 18% -9.9
204 Citibank Bank 17% -19.3
204 Citigroup Credit card issuer 17% -13.5
206 Charter Communications TV service provider 12% -15.1

Calculating the Temkin Loyalty Ratings

The Temkin Loyalty Ratings are based on consumer feedback of companies with whom they’ve recently interacted. We asked consumers to rate three elements of their loyalty—willingness to buy more, reluctance to switch business away, and likelihood to recommend—on a 7-point scale. For each element, 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 loyalty” rating for each of the three elements. The overall Temkin Loyalty Rating is an average of the three “net loyalty” percentages. For more information, see the Temkin Loyalty Ratings Overview.