Rank,Company,Industry,Temkin Experience Rating (TER),Company TER vs Industry TER
1,Sam's Club,Retailer,85%,13.0
2,Publix,Grocery Chain,81%,4.9
3,A credit union,Bank,80%,14.5
3,Chick-fil-A,Fast Food Chain,80%,6.2
3,Subway,Fast Food Chain,80%,6.4
3,Starbucks,Fast Food Chain,80%,6.5
3,H.E.B.,Grocery Chain,80%,3.6
3,Winn-Dixie,Grocery Chain,80%,3.6
3,Aldi,Grocery Chain,80%,3.7
10,Sonic Drive-in,Fast Food Chain,78%,3.6
10,Kroger,Grocery Chain,78%,1.7
10,ShopRite,Grocery Chain,78%,1.9
10,Amazon.com,Retailer,78%,5.9
14,PNC,Bank,77%,11.6
14,Pizza Hut,Fast Food Chain,77%,2.5
14,Target,Retailer,77%,4.9
14,Walgreens,Retailer,77%,5.0
18,Arby's,Fast Food Chain,76%,1.5
18,Whole Foods,Grocery Chain,76%,-0.4
18,Hy-Vee,Grocery Chain,76%,-0.1
18,BJ's Wholesale Club,Retailer,76%,3.5
18,Lowe's,Retailer,76%,3.9
23,Dunkin Donuts,Fast Food Chain,75%,0.8
23,Taco Bell,Fast Food Chain,75%,0.8
23,Wendy's,Fast Food Chain,75%,1.2
23,Food Lion,Grocery Chain,75%,-1.7
27,Little Caesar's,Fast Food Chain,74%,-0.3
27,Giant Eagle,Grocery Chain,74%,-2.7
27,Safeway,Grocery Chain,74%,-2.1
27,Stop & Shop,Grocery Chain,72%,-2.0
27,FedEx,Parcel Delivery Service,74%,1.4
27,JCPenney,Retailer,74%,1.7
27,Home Depot,Retailer,74%,1.7
27,CVS,Retailer,74%,1.9
35,Southwest Airlines,Airline,73%,11.9
35,TD Bank,Bank,73%,7.8
35,USAA,Bank,73%,8.3
35,USAA,Credit Card Issuer,73%,12.7
35,Dairy Queen,Fast Food Chain,73%,-1.1
35,Albertsons,Grocery Chain,73%,-3.8
35,Save-a-lot,Grocery Chain,73%,-3.3
35,USAA,Insurance Carrier,73%,7.7
35,UPS,Parcel Delivery Service,73%,0.9
35,Rite Aid,Retailer,73%,0.8
45,ING Direct,Bank,72%,6.8
45,Alamo,Car Rental Agency,72%,11.4
45,Hampton Inn,Hotel Chain,72%,5.8
45,Marriott,Hotel Chain,72%,6.4
45,State Farm,Insurance Carrier,72%,6.4
45,Costco,Retailer,72%,-0.5
45,Staples,Retailer,72%,0.0
52,KFC,Fast Food Chain,71%,-3.2
52,McDonalds,Fast Food Chain,71%,-2.9
52,US Postal Service,Parcel Delivery Services,71%,-0.8
52,Toys 'R' Us,Retailer,71%,-1.2
52,Old Navy,Retailer,71%,-1.0
57,Chevrolet,Auto Dealer,70%,7.7
57,Burger King,Fast Food Chain,70%,-4.2
57,Charles Schwab,Investment Firm,70%,6.7
57,Wal-Mart,Retailer,70%,-2.3
57,Kohl's,Retailer,70%,-2.0
62,Jack in the Box,Fast Food Chain,69%,-5.1
62,Holiday Inn Express,Hotel Chain,69%,2.7
62,Courtyard by Marriott,Hotel Chain,69%,3.4
62,The Hartford,Insurance Carrier,69%,3.2
62,Macy's,Retailer,69%,-3.0
67,AirTran Airways,Airline,68%,7.3
67,Fifth Third,Bank,68%,3.1
67,American Express,Credit Card Issuer,68%,7.6
67,Domino's,Fast Food Chain,68%,-6.1
67,Piggly Wiggly,Grocery Chain,68%,-8.3
67,Kaiser Permanente,Health Plan,68%,15.5
67,Comfort Inn,Hotel Chain,68%,1.6
67,Fidelity Investments,Investment Firm,68%,4.8
75,Whirlpool,Appliance Maker,67%,4.1
75,Bosch,Appliance Maker,67%,4.9
75,BMW,Auto Dealer,67%,4.5
75,Toyota,Auto Dealer,67%,4.8
75,US Bank,Credit Card Issuer,67%,6.8
75,Best Western,Hotel Chain,67%,0.6
75,Progressive,Insurance Company,67%,1.4
75,Sears,Retailer,67%,-5.5
75,Best Buy,Retailer,67%,-5.4
75,Kmart,Retailer,67%,-5.0
85,SunTrust Bank,Bank,66%,1.1
85,Holiday Inn,Hotel Chain,66%,0.0
85,Barnes & Noble,Retailer,66%,-6.5
85,TracFone,Wireless Carrier,66%,12.1
89,JetBlue Airlines,Airline,65%,3.8
89,Chase,Bank,65%,-0.5
89,Apple,Computer Maker,65%,6.2
89,Chase,Credit Card Issuer,65%,4.6
89,Discover,Credit Card Issuer,65%,4.6
89,Hilton,Hotel Chain,65%,-0.6
89,Farmers,Insurance Carrier,65%,-0.6
89,Nationwide,Insurance Carrier,65%,-0.1
89,Ameriprise Financial,Investment Firm,65%,1.8
89,Edward Jones,Investment Firm,65%,2.1
89,Vanguard,Investment Firm,65%,2.4
89,A credit union,Investment Firm,65%,2.4
89,eBay,Retailer,65%,-7.2
102,Alaska Airlines,Airline,64%,2.8
102,LG,Appliance Maker,64%,1.0
102,GE,Appliance Maker,64%,1.1
102,Budget,Car Rental Agency,64%,3.3
102,Hardees,Fast Food Chain,64%,-9.9
102,Hyatt,Hotel Chain,64%,-1.8
102,GEICO,Insurance Carrier,64%,-2.0
102,Allstate,Insurance Carrier,64%,-1.8
102,Office Depot,Retailer,64%,-7.8
111,Samsung,Appliance Maker,63%,0.4
111,US Bancorp,Bank,63%,-2.5
111,Wells Fargo,Bank,63%,-2.5
111,Hertz,Car Rental Agency,63%,2.8
111,AAA,Insurance Carrier,63%,-2.2
111,Cablevision,Internet Service Provider,63%,8.4
117,Toshiba,Appliance Maker,62%,-1.0
117,Honda,Auto Dealer,62%,-1.1
117,Citizens,Bank,62%,-3.1
117,Enterprise,Car Rental Agency,62%,1.1
117,Toshiba,Computer Maker,62%,3.4
117,Lenovo,Computer Maker,62%,3.5
117,ING Direct,Investment Firm,62%,-1.4
124,Hewlett-Packard,Computer Maker,61%,1.9
124,Dish Network/EchoStar,TV Service Provider,61%,6.9
124,Bright House Networks,TV Service Provider,61%,7.2
124,Verizon Wireless,Wireless Carrier,61%,7.0
124,AT&T,Wireless Carrier,61%,7.2
129,Regions,Bank,60%,-5.4
129,Capital One,Bank,60%,-5.3
129,Super 8,Hotel Chain,60%,-6.2
129,Liberty Mutual,Insurance Carrier,60%,-5.8
129,Sprint,Wireless Carrier,60%,6.2
134,Ford,Auto Dealer,59%,-4.0
134,Sony,Computer Maker,59%,0.1
134,Wells Fargo,Credit Card Issuer,59%,-1.7
134,TriCare,Health Plan,59%,5.8
134,MetLife,Insurance Carrier,59%,-7.0
134,American Family,Insurance Carrier,59%,-6.3
134,AOL,Internet Service Provider,59%,4.2
134,Merrill Lynch,Investment Firm,59%,-4.0
134,E*TRADE,Investment Firm,59%,-3.9
134,Virgin Mobile,Wireless Carrier,59%,4.8
134,US Cellular,Wireless Carrier,59%,5.4
145,Delta/Northwest Airlines,Airline,58%,-2.7
145,HSBC,Bank,58%,-7.2
145,Acer,Computer Maker,58%,-0.8
145,Compaq,Computer Maker,58%,-0.5
145,Motel 6,Hotel Chain,58%,-8.3
145,DirecTV,TV Service Provider,58%,4.4
151,Continental Airlines,Airline,57%,-3.6
151,Avis,Car Rental Agency,57%,-3.2
151,eMachines,Computer Maker,57%,-1.8
151,Bank of America,Credit Card Issuer,57%,-3.7
151,21st Century,Insurance Carrier,57%,-8.8
151,Travelers,Insurance Carrier,57%,-8.8
151,Verizon,Internet Service Provider,57%,1.9
151,Morgan Stanley Smith Barney,Investment Firm,57%,-6.0
151,TD Ameritrade,Investment Firm,57%,-6.0
151,DHL,Parcel Delivery Service,57%,-15.1
151,RadioShack,Retailer,57%,-14.8
151,Cox Communication,TV Service Provider,57%,3.5
163,Hyundai,Auto Dealer,56%,-6.9
163,Nissan,Auto Dealer,56%,-6.8
163,Chrysler,Auto Dealer,56%,-6.1
163,Dollar,Car Rental Agency,56%,-4.8
163,HSBC,Credit Card Issuer,56%,-4.7
163,Medicare,Health Plan,56%,3.0
163,Road Runner,Internet Service Provider,56%,0.8
163,AT&T,Internet Service Provider,56%,0.9
171,United Airlines,Airline,55%,-6.2
171,Dodge,Auto Dealer,55%,-7.2
171,Bank of America,Bank,55%,-10.4
171,Aetna,Health Plan,55%,2.1
171,United Healthcare,Health Plan,55%,2.2
171,Optimum (iO)/Cablevision,TV Service Provider,55%,0.9
171,T-Mobile,Wireless Carrier,55%,1.2
178,Kia,Auto Dealer,54%,-8.3
178,Dell,Computer Maker,54%,-4.8
178,Gateway,Computer Maker,54%,-4.7
178,Capital One,Credit Card Issuer,54%,-6.6
178,Humana,Health Plan,54%,0.8
178,Cox Communications,Internet Service Provider,54%,-1.2
178,Qwest,Internet Service Provider,54%,-0.7
178,Comcast,Internet Service Provider,54%,-0.5
178,Wells Fargo Advisors,Investment Firm,54%,-9.3
187,American Airlines,Airline,53%,-8.3
187,Citigroup,Credit Card Issuer,53%,-6.9
187,MSN (Microsoft Network),Internet Service Provider,53%,-1.4
190,US Airways,Airline,52%,-9.1
190,Days Inn,Hotel Chain,52%,-13.6
190,Comcast,TV Service Provider,52%,-2.4
193,Citibank,Bank,51%,-14.4
193,Empire (BCBS),Health Plan,51%,-2.0
193,Time Warner Cable,TV Service Provider,51%,-3.2
193,Verizon,TV Service Provider,51%,-2.9
193,AT&T,TV Service Provider,51%,-2.6
198,CIGNA,Health Plan,50%,-2.5
198,Blue Shield of California,Health Plan,50%,-2.3
200,Anthem (BCBS),Health Plan,48%,-4.4
201,Medicaid,Health Plan,46%,-6.6
202,Health Net,Health Plan,44%,-8.5
202,Charter Communications,Internet Service Provider,44%,-10.5
204,Highmark (BCBS),Health Plan,43%,-9.9
205,Charter Communications,TV Service Provider,42%,-12.0
206,Earthlink,Internet Service Provider,41%,-13.5

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{"context":{"version":3,"page_title":"2012 Temkin Ratings ? Temkin Experience Ratings","page_url":"http://www.temkinratings.com/temkin-ratings/temkin-experience-ratings/","entities":[],"literals":[],"content_hierarchy":[{"level":1,"heading":{"text":"","element":{"root":0,"nodes":[{"tag":"","start":0,"end":0,"attrs":{}}],"node2children":[[]]}},"content_before":[{"text":"2012 Temkin Experience Ratings Contact Us About Temkin Web Experience Ratings Temkin Customer Service Ratings Temkin Trust Ratings Temkin Forgiveness Ratings Temkin Loyalty Ratings Temkin Experience Ratings Purchase Data Home","element":{"root":0,"nodes":[{"tag":"","start":0,"end":225,"attrs":{}}],"node2children":[[]]}}],"content_after":[{"text":"See the 2011 Ratings 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. Temkin Experience Ratings Temkin Loyalty Ratings Temkin Forgiveness Ratings Temkin Trust Ratings Temkin Customer Service Ratings Temkin Web Experience Ratings","element":{"root":0,"nodes":[{"tag":"","start":0,"end":828,"attrs":{}}],"node2children":[[]]}}]}]},"links":[[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]],[[],[],[],[],[]]]}