2014 Research

Dataset: 2014 Temkin Forgiveness Ratings

April 2014

The Temkin Forgiveness Ratings are based on consumer feedback of their recent interactions with companies. The dataset, which is in Excel, includes the Temkin Forgiveness Ratings for the 268 companies in the 2014 ratings. In addition, it shows changes from last year’s ratings and provides average industry ratings across age groups of consumers. You can purchase access to this data for a specific number of users. The data is licensed for internal use only and does not allow for the redistribution of any part of the dataset.

USAA’s banking business tied for the top spot, while its credit card and insurance businesses were the next two highest rated organizations. There is a sizeable nine-point gap between these leaders and the next companies on the list. Rounding out the top 15 companies in the ratings are Amazon.comBMW dealersChick-fil-AApple (for software and retail), QVCCostcoLexus,Trader Joe’sFujitsu, and Publix.

Ten of the bottom twelve organizations in the Temkin Forgiveness Ratings belong to firms that show up twice Charter Communications, Comcast, and Time Warner Cable are in the bottom group for their Internet service and TV service businesses. HSBC and Citibank are in the bottom group with their banking and credit card businesses. The remaining two companies at the low end of the ratings are Highmark and US Cellular.

We also compared the 2013 and 2014 Temkin Forgiveness Rating, here’s some of what we found:

> Led by retailers and banks, 16 of the 19 industries earned higher ratings in 2014 than they did in 2013. Rental cars and hotels are the only industries to decline.

> Five companies improved their ratings by at least 20 points between 2013 and 2014: Apple StoreTD BankCox CommunicationsING Direct, and Best Buy.

> Six companies earned ratings that declined by more than 12 points: Scottrade, Blackboard, Advantage RAC, Coventry Health Care, Avis, and Crowne Plaza.


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