2014 Research

2014 Temkin Experience Ratings

March 2014

In our 2014 Temkin Experience Ratings, H.E.B. earned the top spot, followed by Trader Joe’s, Chick-fil-A, and Publix. This cluster of grocers and fast food chains at the top of the list exemplifies the dominance of these two industries in our ratings; they together claim 15 of the top 21 spots. We asked 10,000 U.S. consumers to rate their recent interactions with 268 companies across 19 industries. Consumers evaluated their experiences with these firms across three dimensions: functional, accessible, and emotional. On an industry level, grocery chains, fast food chains, parcel delivery services, retailers, and banks all earned “good” ratings on average, whereas TV service providers, health plans, Internet service providers, and rental car companies received “poor” ratings on average. We also compared individual companies to their industry averages and found that Kaiser Permanente, USAA (insurance), A credit union, Southwest Airlines, and Regions all outperformed their peers by more than 10 percentage points. Meanwhile, DHL, HSBC (credit cards), Chrysler, US Cellular, Coventry Health Care, and HSBC (bank) each fell 15 percentage points or more below their competitors. Between 2013 and 2014, credit card issuers increased their rating the most dramatically, while hotel chains decreased their ratings most steeply. Of all companies, EarthLink, Regions, and Humana improved the most over the past year.

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