OVERVIEW | EXPERIENCE | FORGIVENESS | TRUST | CUSTOMER SERVICE | ONLINE

Temkin Customer Service Ratings

The Temkin Customer Service Ratings (TCSR) is an openly available benchmarking metric for a critical customer interaction. The TCSR is based on consumer feedback of their recent interactions with companies.We asked consumers to rate how satisfied they are with with recent customer service experiences. Responses are on a scale from 1= “very dissatisfied” to 7= “very satisfied,” We calculate TCSR by taking 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.

2017 | 2016 | 2015 | 2014 | 2013 | 2012 | 2011

2017 Temkin Customer Service Ratings

To generate the 2017 TCSR, we asked 10,000 U.S. consumers to rate their recent interactions with 295 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanySample sizeIndustryTemkin Customer Service Ratings (TCSR)Company TCSR minus industry TCSR
1USAA144Banks81%17
2USAA221Credit Cards77%17
2Mercedes-Benz106Auto Dealers77%15
2USAA262Insurance77%15
5Publix211Supermarkets76%9
6ACE Rent A Car188Rental Cars & Transport75%15
7Credit union (other than USAA or NFCU)905Banks74%11
7Trader Joe's206Supermarkets74%7
9HomeAway101Hotels & Rooms73%11
10Advantage Rent-A-Car149Rental Cars & Transport72%13
10Marriott261Hotels & Rooms72%10
10Chick-fil-A165Fast Food72%10
10QVC114Retailers72%10
10Costco184Retailers72%9
10Cadillac102Auto Dealers72%9
10Ameriprise Financial223Investments72%8
10H-E-B189Supermarkets72%6
18Southern California Edison140Utilities71%13
18Fox Rent A Car149Rental Cars & Transport71%11
18Rent-a-Wreck100Rental Cars & Transport71%11
18American Express442Credit Cards71%11
18Starbucks173Fast Food71%9
18Charles Schwab218Investments71%7
18Hy-Vee176Supermarkets71%5
18Winn-Dixie201Supermarkets71%4
26Georgia Power108Utilities70%12
26Alabama Power Company128Utilities70%11
26Amazon619Computers & Tablets70%10
26Courtyard By Marriott152Hotels & Rooms70%8
26O'Reilly Auto Parts159Retailers70%8
26Nordstrom117Retailers70%8
26Wegmans151Supermarkets70%4
33Haier116TV & Appliances69%8
33Fujitsu119TV & Appliances69%8
33Hitachi125TV & Appliances69%8
33Best Western226Hotels & Rooms69%7
33Ace Hardware157Retailers69%7
33MetLife194Insurance69%6
33Old Navy147Retailers69%6
33BJ's Wholesale Club121Retailers69%6
33Vanguard248Investments69%5
33Save-a-Lot262Supermarkets69%3
43Discover474Credit Cards68%8
43Virgin America182Airlines68%8
43Chipotle Mexican Grill148Fast Food68%7
43Subway189Fast Food68%6
43Amazon.com636Retailers68%6
43Michael's147Retailers68%6
43Hilton275Hotels & Rooms68%6
43Sheraton111Hotels & Rooms68%5
43Barnes & Noble152Retailers68%5
43American Family172Insurance68%5
43U.S. Bank243Banks68%5
43New York Life117Insurance68%5
43Kroger418Supermarkets68%2
43Whole Foods210Supermarkets68%2
57Sony250Computers & Tablets67%7
57Alaska Airlines199Airlines67%7
57Siemens100TV & Appliances67%6
57IHOP171Fast Food67%6
57Radisson101Hotels & Rooms67%5
57Subaru107Auto Dealers67%5
57Walgreens227Retailers67%5
57GMC112Auto Dealers67%5
57Fairfield Inn117Hotels & Rooms67%5
57Morgan Stanley Smith Barney196Investments67%4
67National Car Rental143Rental Cars & Transport66%6
67Gateway106Computers & Tablets66%6
67Amazon Prime Music232Streaming Media66%6
67Southwest Airlines459Airlines66%5
67KFC176Fast Food66%5
67Little Caesar's168Fast Food66%4
67Arby's161Fast Food66%4
67Home Depot207Retailers66%4
67Buick111Auto Dealers66%4
67T.J. Maxx149Retailers66%3
67State Farm820Insurance66%3
67Edward Jones250Investments66%3
67TD Ameritrade195Investments66%2
67Food Lion206Supermarkets66%0
81Amazon Prime Instant Video287Streaming Media65%5
81JetBlue Airlines402Airlines65%4
81Papa John's159Fast Food65%3
81Chevrolet407Auto Dealers65%3
81Lowe's207Retailers65%3
81Toyota431Auto Dealers65%2
81Dick's Sporting Goods153Retailers65%2
81Volkswagen110Auto Dealers65%2
81Sam's Club189Retailers65%2
81The Hartford124Insurance65%2
81LendingClub136Investments65%2
92HBO245Streaming Media64%4
92Domino's138Fast Food64%3
92Bosch151TV & Appliances64%3
92Popeye's Louisiana Kitchen159Fast Food64%3
92Residence Inn101Hotels & Rooms64%2
92Bed Bath & Beyond149Retailers64%2
92Holiday Inn Express209Hotels & Rooms64%2
92Dollar Tree230Retailers64%2
9221st Century142Insurance64%1
92Nationwide211Insurance64%1
92Etsy135Retailers64%1
92Fidelity Investments420Investments64%0
92Stop & Shop166Supermarkets64%2
92Aldi303Supermarkets64%3
106Sony312Software Firms63%5
106Apple599Software Firms63%5
106DHL226Parcel Delivery63%5
106Southern California Gas Company128Utilities63%5
106ESPN249Streaming Media63%4
106Netflix622Streaming Media63%3
106U.S. Bank239Credit Cards63%3
106Alamo Rent A Car163Rental Cars & Transport63%3
106Electrolux155TV & Appliances63%2
106Samsung659TV & Appliances63%2
106eBay183Retailers63%1
106AutoZone139Retailers63%1
106BMW138Auto Dealers63%1
106Crowne Plaza140Hotels & Rooms63%1
106Audi140Auto Dealers63%1
106Kia126Auto Dealers63%0
106Jeep155Auto Dealers63%0
106SunTrust Bank106Banks63%0
106PNC205Banks63%0
106Piggly Wiggly130Supermarkets63%3
126US Cellular119Wireless62%12
126UPS1290Parcel Delivery62%4
126Apple796Computers & Tablets62%2
126Panasonic175TV & Appliances62%1
126Vizio258TV & Appliances62%1
126Panera Bread150Fast Food62%0
126Holiday Inn239Hotels & Rooms62%0
126Dollar General228Retailers62%0
126Honda351Auto Dealers62%0
1267-Eleven180Retailers62%0
126Gap105Retailers62%0
126Marshalls131Retailers62%1
126Ross170Retailers62%1
126GameStop182Retailers62%1
126Chase509Banks62%1
126Wells Fargo Advisors365Investments62%1
142Activision279Software Firms61%3
142Florida Power & Light215Utilities61%2
142Hulu341Streaming Media61%1
142Dollar193Rental Cars & Transport61%1
142Sony322TV & Appliances61%0
142Hardees175Fast Food61%0
142Hampton Inn211Hotels & Rooms61%1
142Quality Inn123Hotels & Rooms61%1
142Family Dollar217Retailers61%2
142PetSmart185Retailers61%2
142Progressive392Insurance61%2
142GEICO589Insurance61%2
142Citizens104Banks61%2
142A credit union437Investments61%3
156FedEx1145Parcel Delivery60%2
156Wells Fargo464Credit Cards60%0
156Enterprise Rent-A-Car456Rental Cars & Transport60%0
156Toshiba183TV & Appliances60%1
156Pizza Hut162Fast Food60%2
156Macy's172Retailers60%2
156Mazda118Auto Dealers60%2
156Office Depot136Retailers60%2
156Advance Auto Parts142Retailers60%3
156E*TRADE248Investments60%3
156Scottrade202Investments60%3
156TD Bank139Banks60%3
156Albertsons225Supermarkets60%7
169Kaiser Permanente209Health Plans59%12
169TriCare141Health Plans59%11
169Blackboard201Software Firms59%1
169Bank of America568Credit Cards59%1
169United Airlines456Airlines59%2
169Sears172Retailers59%3
169JCPenney179Retailers59%3
169AAA308Insurance59%3
169Wyndham160Hotels & Rooms59%3
169Ford409Auto Dealers59%4
169Kohl's199Retailers59%4
169Travelers144Insurance59%4
169Farmers256Insurance59%4
169Merrill Lynch231Investments59%5
169ShopRite174Supermarkets59%8
184Microsoft703Software Firms58%0
184GooglePlay242Streaming Media58%2
184iTunes234Streaming Media58%2
184Lyft182Rental Cars & Transport58%2
184Philips171TV & Appliances58%3
184GE219TV & Appliances58%3
184Panda Express150Fast Food58%4
184Nissan190Auto Dealers58%4
184Target194Retailers58%4
184Rite Aid220Retailers58%4
184Citibank326Banks58%5
184Safeway230Supermarkets58%8
196McAfee391Software Firms57%1
196Apple Music251Streaming Media57%2
196Pandora314Streaming Media57%3
196SoundCloud211Streaming Media57%3
196Uber329Rental Cars & Transport57%3
196Hewlett-Packard577Computers & Tablets57%3
196LG449TV & Appliances57%4
196Whirlpool228TV & Appliances57%4
196Burger King196Fast Food57%4
196Dairy Queen150Fast Food57%5
196Comfort Inn197Hotels & Rooms57%5
196Hyatt145Hotels & Rooms57%6
208Symantec177Software Firms56%1
208iHeartRadio220Streaming Media56%3
208Asus252Computers & Tablets56%4
208Chase567Credit Cards56%4
208Jack in the Box175Fast Food56%6
208Super 8144Hotels & Rooms56%6
208La Quinta Inn138Hotels & Rooms56%6
208Best Buy189Retailers56%7
208Capital One418Banks56%7
208Capital One 360309Investments56%8
208Giant Eagle163Supermarkets56%11
219AOL102TV/Internet Service55%18
219T-Mobile659Wireless55%6
219MetroPCS251Wireless55%5
219Google715Software Firms55%3
219Intuit190Software Firms55%3
219Spotify237Streaming Media55%4
219Acer295Computers & Tablets55%4
219Dell586Computers & Tablets55%5
219Showtime128Streaming Media55%5
219American Airlines485Airlines55%5
219Dunkin' Donuts179Fast Food55%6
219Hyundai178Auto Dealers55%7
219Liberty Mutual225Insurance55%8
219Bank of America512Banks55%8
219Vons148Supermarkets55%11
234Lenovo279Computers & Tablets54%5
234Capital One635Credit Cards54%6
234Mitsubishi129TV & Appliances54%7
234Wendy's199Fast Food54%7
234McDonalds223Fast Food54%7
234Staples173Retailers54%8
234Toys 'R' Us166Retailers54%8
234Allstate471Insurance54%8
242Humana347Health Plans53%5
242Cricket Wireless146Wireless53%3
242U.S. Postal Service1493Parcel Delivery53%6
242Thrifty114Rental Cars & Transport53%7
242Citigroup447Credit Cards53%7
242Sharp142TV & Appliances53%8
242Wal-Mart290Retailers53%9
242Chrysler140Auto Dealers53%9
242Wells Fargo515Banks53%10
251Adobe488Software Firms52%6
251Delta Airlines469Airlines52%8
251Sonic Drive-In189Fast Food52%10
251CVS221Retailers52%11
255Medicare512Health Plans51%3
255SiriusXM238Streaming Media51%9
255Toshiba268Computers & Tablets51%9
255Budget218Rental Cars & Transport51%9
255Taco Bell200Fast Food51%11
260United Healthcare520Health Plans50%2
260Virgin Mobile141Wireless50%1
260Commonwealth Edison125Utilities50%8
260Pacific Gas and Electric Company167Utilities50%8
260Barclaycard270Credit Cards50%10
260Motel 6146Hotels & Rooms50%12
260OfficeMax124Retailers50%12
267Verizon Wireless1232Wireless49%1
267TracFone407Wireless49%1
267AT&T1201Wireless49%1
267Dodge136Auto Dealers49%13
271Avis162Rental Cars & Transport48%12
271Hertz243Rental Cars & Transport48%12
271Airbnb181Hotels & Rooms48%15
274Blue Cross Blue Shield plan not listed above546Health Plans47%1
274CIGNA279Health Plans47%1
274Kmart161Retailers47%15
277Charter Communications310TV/Internet Service46%10
277Medicaid567Health Plans46%1
277Duke Energy Progress224Utilities46%12
277Consolidated Edison Company of New York107Utilities46%13
281Spirit Airlines211Airlines44%17
282Verizon485TV/Internet Service43%7
282Bright House Networks167TV/Internet Service43%6
282DirecTV680TV/Internet Service43%6
285Dish Network339TV/Internet Service42%6
285Aetna377Health Plans42%6
287Anthem332Health Plans41%7
288Days Inn144Hotels & Rooms40%22
289AT&T640TV/Internet Service39%3
289Sprint452Wireless39%11
291BCBS of Florida102Health Plans36%11
292Cablevision129TV/Internet Service35%2
292Cox Communications246TV/Internet Service35%2
294Comcast914TV/Internet Service26%11
295Time Warner Cable667TV/Internet Service25%11
296Time Warner Cable667TV/Internet Service25%11

2017 | 2016 | 2015 | 2014 | 2013 | 2012 | 2011

2016 TEMKIN Customer Service RATINGS

To generate the 2016 TCSR, we asked 10,000 U.S. consumers to rate their recent interactions with 277 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Customer Service Ratings (TCSR)Company TCSR versus Industry TCSR
1USAABanks74%16
2PublixSupermarkets73%10
3True ValueRetailers72%13
4USAAInsurance Carriers71%16
5A credit unionBanks70%12
5H-E-BSupermarkets70%7
5QVCRetailers70%12
5Wawa Food MarketsSupermarkets70%7
9Save-a-LotSupermarkets69%6
10USAACredit Cards68%13
11Edward JonesInvestment Firms67%11
11Holiday Inn ExpressHotels67%13
11KrogerSupermarkets67%4
14Ace HardwareRetailers66%7
14Amazon (Kindle)Computers & Tablets66%13
14Amazon.comRetailers66%8
14Dollar TreeRetailers66%8
14HiltonHotels66%12
14Hy-VeeSupermarkets66%3
14PetSmartRetailers66%7
14WegmansSupermarkets66%3
22Advance Auto PartsRetailers65%6
22AldiSupermarkets65%1
22Chick-fil-AFast Food65%8
22Food LionSupermarkets65%2
22JCPenneyRetailers65%6
22ShopRiteSupermarkets65%1
28Fidelity InvestmentsInvestment Firms64%8
28HardeesFast Food64%7
28Sam's ClubRetailers64%6
31Giant EagleSupermarkets63%0
31Morgan Stanley Smith BarneyInvestment Firms63%7
31O'Reilly Auto PartsRetailers63%4
31RegionsBanks63%5
31Trader Joe’sSupermarkets63%0
31Whole FoodsSupermarkets63%0
37HannafordSupermarkets62%-1
37Kohl'sRetailers62%4
37Lowe'sRetailers62%4
37NordstromRetailers62%4
37PNCBanks62%3
37State FarmInsurance Carriers62%6
43Apple Retail StoreRetailers61%3
43BJ’s Wholesale ClubRetailers61%3
43DiscoverCredit Cards61%6
43New York LifeInsurance Carriers61%5
43RossRetailers61%3
43Southwest AirlinesAirlines61%12
43SubwayFast Food61%4
43T.J. MaxxRetailers61%2
43WalgreensRetailers61%2
52Capital One 360Banks60%2
52Charles SchwabInvestment Firms60%5
52Dollar GeneralRetailers60%2
52MarriottHotels60%6
52Piggly WigglySupermarkets60%-3
52Pizza HutFast Food60%3
52SunTrust BankBanks60%2
52Winn-DixieSupermarkets60%-3
60Alabama Power CompanyUtilities59%15
60AlbertsonsSupermarkets59%-4
60Capital OneBanks59%0
60ChaseCredit Cards59%4
60CostcoRetailers59%1
60Domino’sFast Food59%2
60IHOPFast Food59%3
60Little Caesar’sFast Food59%3
60MarshallsRetailers59%0
69AppleComputers & Tablets58%5
69Arby’sFast Food58%1
69ChaseBanks58%-1
69Dairy QueenFast Food58%1
69Georgia PowerUtilities58%14
69Mercedes-BenzAuto Dealers58%8
69Merrill LynchInvestment Firms58%2
69ProgressiveInsurance Carriers58%2
69SheratonHotels58%4
69TD BankBanks58%0
69VanguardInvestment Firms58%2
69Wells FargoBanks58%0
69Wendy’sFast Food58%1
82Alaska AirlinesAirlines57%8
82American ExpressCredit Cards57%2
82Barnes & NobleRetailers57%-1
82Capital OneCredit Cards57%2
82Florida Power & LightUtilities57%13
82Foot LockerRetailers57%-1
82Hampton InnHotels57%3
82Michael’sRetailers57%-1
82TargetRetailers57%-1
91Baskin RobbinsFast Food56%-1
91Bed Bath & BeyondRetailers56%-3
91Best WesternHotels56%2
91Dunkin’ DonutsFast Food56%-1
91eBayRetailers56%-2
91GEICOInsurance Carriers56%0
91HondaAuto Dealers56%6
91Sonic Drive-InFast Food56%-1
91StarbucksFast Food56%-1
91Taco BellFast Food56%-1
91ToyotaAuto Dealers56%6
91Toys 'R' UsRetailers56%-2
91U.S. BankBanks56%-3
91UPSParcel Delivery56%3
91Virgin MobileWireless Carriers56%12
1067-ElevenRetailers55%-4
106A credit unionInvestment Firms55%0
106AllstateInsurance Carriers55%0
106Ameriprise FinancialInvestment Firms55%0
106AutoZoneRetailers55%-3
106Comfort InnHotels55%1
106CVSRetailers55%-3
106GoogleSoftware Firms55%6
106Hewlett-PackardComputers & Tablets55%2
106HyattHotels55%1
106Jack in the BoxFast Food55%-2
106La Quinta InnHotels55%1
106MetroPCSWireless Carriers55%11
106NationwideInsurance Carriers55%-1
106Stop & ShopSupermarkets55%-8
106TXU EnergyUtilities55%11
106Wells FargoCredit Cards55%0
106WestinHotels55%1
124ChevroletAuto Dealers54%4
124Courtyard By MarriottHotels54%0
124Enterprise Rent-A-CarRental Cars54%6
124Family DollarRetailers54%-4
124Fifth ThirdBanks54%-4
124GapRetailers54%-4
124JetBlue AirlinesAirlines54%5
124SafewaySupermarkets54%-9
124SamsungMajor Appliances54%6
124SearsRetailers54%-5
124StaplesRetailers54%-4
124SymantecSoftware Firms54%5
124The HartfordInsurance Carriers54%-2
137Home DepotRetailers53%-5
137Office DepotRetailers53%-5
137OfficeMaxRetailers53%-5
137Rite AidRetailers53%-6
141Advantage Rent-A-CarRental Cars52%5
141Bank of AmericaBanks52%-7
141BarclaycardCredit Cards52%-3
141Barnes & Noble (Nook)Computers & Tablets52%-1
141Best BuyRetailers52%-6
141ElectroluxMajor Appliances52%3
141FarmersInsurance Carriers52%-4
141FedExParcel Delivery52%-1
141GameStopRetailers52%-6
141Holiday InnHotels52%-2
141HyundaiAuto Dealers52%2
141Kaiser PermanenteHealth Plans52%12
141Liberty MutualInsurance Carriers52%-4
141Old NavyRetailers52%-6
141U.S. Postal ServiceParcel Delivery52%-1
156AcerComputers & Tablets51%-2
156Burger KingFast Food51%-5
156FordAuto Dealers51%1
156KiaAuto Dealers51%1
156Macy'sRetailers51%-7
156MetLifeInsurance Carriers51%-4
156RadioShackRetailers51%-7
156SonyComputers & Tablets51%-2
156TriCareHealth Plans51%11
156WhirlpoolMajor Appliances51%3
156WyndhamHotels51%-3
167AAAInsurance Carriers50%-6
167ACE Rent A CarRental Cars50%3
167American FamilyInsurance Carriers50%-5
167AppleSoftware Firms50%1
167Bank of AmericaCredit Cards50%-5
167BoschMajor Appliances50%2
167BuickAuto Dealers50%-1
167Fox Rent A CarRental Cars50%3
167KFCFast Food50%-7
167ScottradeInvestment Firms50%-6
167SonySoftware Firms50%2
167Southern California EdisonUtilities50%5
167TravelersInsurance Carriers50%-6
167Virgin AmericaAirlines50%1
181AudiAuto Dealers49%-1
181CadillacAuto Dealers49%-1
181Delta AirlinesAirlines49%1
181DodgeAuto Dealers49%-1
181LGMajor Appliances49%0
181T-MobileWireless Carriers49%5
181VonsSupermarkets49%-15
181Wal-MartRetailers49%-10
18921st CenturyInsurance Carriers48%-8
189ActivisionSoftware Firms48%0
189Fairfield InnHotels48%-6
189HertzRental Cars48%1
189KmartRetailers48%-11
189LenovoComputers & Tablets48%-5
189MicrosoftSoftware Firms48%-1
189TD AmeritradeInvestment Firms48%-8
189Wells Fargo AdvisorsInvestment Firms48%-8
198Alamo Rent A CarRental Cars47%0
198AvisRental Cars47%-1
198CitigroupCredit Cards47%-8
198CitizensBanks47%-11
198DHLParcel Delivery47%-6
198E*TRADEInvestment Firms47%-8
198GatewayComputers & Tablets47%-6
198McDonaldsFast Food47%-10
198National Car RentalRental Cars47%0
198Southern California Gas CompanyUtilities47%2
198TracFoneWireless Carriers47%4
198U.S. BankCredit Cards47%-8
210Capital One 360Investment Firms46%-10
210CenterPoint EnergyUtilities46%2
210CitibankBanks46%-13
210DellComputers & Tablets46%-7
210NissanAuto Dealers46%-4
210ToshibaComputers & Tablets46%-7
210ToshibaMajor Appliances46%-3
217BMWAuto Dealers45%-6
217BudgetRental Cars45%-3
217GEMajor Appliances45%-4
217IntuitSoftware Firms45%-4
217MedicareHealth Plans45%6
222American AirlinesAirlines44%-5
222Duke Energy ProgressUtilities44%0
222McAfeeSoftware Firms44%-5
222Verizon WirelessWireless Carriers44%0
226AdobeSoftware Firms43%-6
226AetnaHealth Plans43%4
226Crowne PlazaHotels43%-11
226HitachiMajor Appliances43%-5
226JeepAuto Dealers43%-7
231AT&TWireless Carriers42%-2
231CablevisionInternet Service42%11
231DirecTVTV Service42%11
231Dish NetworkTV Service42%11
231HumanaHealth Plans42%2
231Super 8Hotels42%-12
231US AirwaysAirlines42%-7
238BlackboardSoftware Firms41%-8
238Pacific Gas and Electric CompanyUtilities41%-3
238United AirlinesAirlines41%-7
241CareFirstHealth Plans40%0
241CompaqComputers & Tablets40%-13
241United HealthcareHealth Plans40%1
241VolkswagenAuto Dealers40%-10
245AT&TInternet Service39%7
245HaierMajor Appliances39%-9
245PSE&GUtilities39%-6
248AOLInternet Service38%6
248BCBS plan not listedHealth Plans38%-2
248Blue Shield of CaliforniaHealth Plans38%-2
251CIGNAHealth Plans37%-2
251FujitsuMajor Appliances37%-11
253ChryslerAuto Dealers36%-15
253Days InnHotels36%-18
253VerizonInternet Service36%5
256Cox CommunicationsTV Service35%5
256HSBCCredit Cards35%-20
256SprintWireless Carriers35%-9
259AnthemHealth Plans34%-6
259Bright House NetworksTV Service34%3
259Cablevision OptimumTV Service34%3
259Cox CommunicationsInternet Service34%3
259MedicaidHealth Plans34%-6
259VerizonTV Service34%3
265Commonwealth EdisonUtilities32%-13
265DollarRental Cars32%-15
267Charter CommunicationsInternet Service31%-1
267Motel 6Hotels31%-23
267Spirit AirlinesAirlines31%-17
267Time Warner CableTV Service31%0
271AT&TTV Service30%0
272Time Warner CableInternet Service29%-3
273Charter CommunicationsTV Service27%-4
273Health NetHealth Plans27%-12
275GMAuto Dealers25%-25
276ComcastInternet Service20%-12
277ComcastTV Service15%-15

2017 | 2016 | 2015 | 2014 | 2013 | 2012 | 2011

2015 TEMKIN CUstomer Service RATINGS

To generate the 2015 TCSR, we asked 10,000 U.S. consumers to rate their recent interactions with 278 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Customer Service Ratings (TCSR)Company TCSR versus Industry TCSR
1H-E-BSupermarket80%13
1A credit unionBank80%21
3USAABank78%19
4USAAInsurance77%16
4PublixSupermarket77%9
6USAACredit cards76%21
7Chick-fil-AFast food75%16
7Trader Joe'sSupermarket75%7
7CostcoRetailer75%14
10Hy-VeeSupermarket73%6
10Amazon.comRetailer73%12
12LexusAuto dealer72%15
12BJ's Wholesale ClubRetailer72%11
14QVCRetailer71%10
14AppleComputers71%12
14AmazonComputers71%12
17KrogerSupermarket70%3
17JetBlue AirlinesAirline70%18
17Papa John'sFast food70%11
17Lowe'sRetailer70%9
21SheratonHotel69%12
21AldiSupermarket69%2
21RegionsBank69%10
21WegmansSupermarket69%1
21Fidelity InvestmentsInvestments69%9
26PNCBank68%10
26Panera BreadFast food68%9
26State FarmInsurance68%7
26PetSmartRetailer68%7
26Whole FoodsSupermarket68%0
26Victoria SecretRetailer68%7
26NordstromRetailer68%7
33Georgia PowerUtility67%18
33TriCareHealth plan67%21
33SubwayFast food67%7
36TD BankBank66%7
36American ExpressCredit cards66%12
36Southwest AirlinesAirline66%14
36Popeye's Louisiana KitchenFast food66%6
36ToyotaAuto dealer66%8
36Courtyard By MarriottHotel66%8
42Giant EagleSupermarket65%-2
42VanguardInvestments65%6
42WalgreensRetailer65%4
42JCPenneyRetailer65%4
42ACE Rent A CarRental cars65%13
42Barnes & NobleRetailer65%4
42Hannaford'sSupermarket65%-3
42The HartfordInsurance65%4
42A credit unionInvestments65%5
42Chipotle Mexican GrillFast food65%5
52Bed Bath & BeyondRetailer64%4
52Southern California Gas CompanyUtility64%15
52Ace HardwareRetailer64%3
52MarriottHotel64%7
52StarbucksFast food64%5
52AutoZoneRetailer64%3
52Dairy QueenFast food64%5
52T.J. MaxxRetailer64%3
52Food LionSupermarket64%-4
52Home DepotRetailer64%3
52Advance Auto PartsRetailer64%3
63AlbertsonsSupermarket63%-4
63AAAInsurance63%2
63CadillacAuto dealer63%6
63AppleSoftware63%10
63Sonic Drive-InFast food63%4
63HiltonHotel63%6
63Kaiser PermanenteHealth plan63%17
70Barnes & NobleComputers62%3
70Southern California EdisonUtility62%13
70SunTrust BankBank62%3
70ShopRiteSupermarket62%-5
70HyattHotel62%5
70GEICOInsurance62%1
70Old NavyRetailer62%1
70UPSParcel delivery62%1
78Rite AidRetailer61%1
78CitizensBank61%3
78Residence InnHotel61%4
78Office DepotRetailer61%0
78Charles SchwabInvestments61%2
78Sam's ClubRetailer61%0
78Ameriprise FinancialInvestments61%2
78FedExParcel delivery61%1
78Hampton InnHotel61%4
78CVSRetailer61%0
78Apple Retail StoreRetailer61%0
78SubaruAuto dealer61%3
78Holiday Inn ExpressHotel61%3
78Arby'sFast food61%1
78DiscoverCredit cards61%6
93Dominion Virginia PowerUtility60%11
93ElectroluxAppliances60%7
93Toys 'R' UsRetailer60%-1
93Dollar TreeRetailer60%-1
93Stop & ShopSupermarket60%-7
93ChaseBank60%1
93ScottradeInvestments60%1
93Hewlett-PackardComputers60%1
93SonyComputers60%1
93Dunkin' DonutsFast food60%1
93AudiAuto dealer60%3
93U.S. Postal ServiceParcel delivery60%0
93U.S. BankCredit cards60%5
93HondaAuto dealer60%3
93American FamilyInsurance60%-1
93Family DollarRetailer60%-1
93Holiday InnHotel60%2
93SonySoftware60%6
111NissanAuto dealer59%2
111Panda ExpressFast food59%0
111Alaska AirlinesAirline59%7
111Dollar GeneralRetailer59%-2
111DoubletreeHotel59%1
111ProgressiveInsurance59%-2
117Florida Power & LightUtility58%9
117KenmoreAppliances58%5
117Virgin AmericaAirline58%6
117EnterpriseRental cars58%6
117MarshallsRetailer58%-3
117O'Reilly Auto PartsRetailer58%-3
117MetLifeInsurance58%-3
117NationalRental cars58%6
117TargetRetailer58%-3
117Kohl'sRetailer58%-3
117Little Caesar'sFast food58%-2
117Taco BellFast food58%-2
129Morgan Stanley Smith BarneyInvestments57%-2
129AllstateInsurance57%-4
129SamsungAppliances57%4
129AmicaInsurance57%-4
129True ValueRetailer57%-4
129DodgeAuto dealer57%0
129Fairfield InnHotel57%0
129Embassy SuitesHotel57%0
129AlamoRental cars57%5
129Crowne PlazaHotel57%0
129Edward JonesInvestments57%-2
129U.S. BankBank57%-2
129eBayRetailer57%-4
142Pizza HutFast food56%-3
142Foot LockerRetailer56%-4
142TravelersInsurance56%-5
142NationwideInsurance56%-5
142SearsRetailer56%-5
142FarmersInsurance56%-5
142GoogleSoftware56%3
142SafewaySupermarket56%-11
142ChevroletAuto dealer56%-1
142StaplesRetailer56%-5
142BMWAuto dealer56%-2
142FordAuto dealer56%-2
142Wells Fargo AdvisorsInvestments56%-4
142Best WesternHotel56%-2
156RossRetailer55%-5
156WestinHotel55%-2
156Delta AirlinesAirline55%3
156Best BuyRetailer55%-6
156MazdaAuto dealer55%-2
156MicrosoftSoftware55%2
156AirTran AirwaysAirline55%3
156KFCFast food55%-4
156Virgin MobileWireless55%10
156HyundaiAuto dealer55%-3
156LGAppliances55%1
156Comfort InnHotel55%-3
156Macy'sRetailer55%-6
169Merrill LynchInvestments54%-5
1697-ElevenRetailer54%-7
169HumanaHealth plan54%8
169Wendy'sFast food54%-5
169DTE Energy Electric CompanyUtility54%5
169Mercedes-BenzAuto dealer54%-4
169Capital OneBank54%-5
176OfficeMaxRetailer53%-7
176ToshibaComputers53%-5
176GapRetailer53%-8
176WhirlpoolAppliances53%0
176GameStopRetailer53%-8
176ChaseCredit cards53%-1
176US CellularWireless53%8
176Domino'sFast food53%-6
176MedicareHealth plan53%6
176Capital One 360Bank53%-6
176Capital OneCredit cards53%-2
176Fifth ThirdBank53%-6
176Jack in the BoxFast food53%-7
189HardeesFast food52%-7
189SymantecSoftware52%-1
189Liberty MutualInsurance52%-9
189Wells FargoBank52%-7
189Capital One 360Investments52%-8
189E*TRADEInvestments52%-8
195ThriftyRental cars51%0
195KiaAuto dealer51%-6
195BuickAuto dealer51%-6
195Bi-LoSupermarket51%-16
195ChryslerAuto dealer51%-6
195IntuitSoftware51%-2
195BoschAppliances51%-3
202OptimumInternet service50%18
202GMAuto dealer50%-7
202TD AmeritradeInvestments50%-9
202JeepAuto dealer50%-7
202PSE&GUtility50%1
202MetroPCSWireless50%5
202AsusComputers50%-9
209Wells FargoCredit cards49%-5
209AvisRental cars49%-3
209Ramada InnHotel49%-8
209BarclaycardCredit cards49%-5
209VolkswagenAuto dealer49%-8
209BCBS of MichiganHealth plan49%3
209McAfeeSoftware49%-4
209Burger KingFast food49%-10
209Consumers Energy CompanyUtility49%0
209KmartRetailer49%-12
209AcerComputers49%-10
209MedicaidHealth plan49%3
209Bank of AmericaBank49%-10
209Quality InnHotel49%-8
209CitigroupCredit cards49%-6
209TracFoneWireless49%4
209DellComputers49%-10
209Advantage Rent-A-CarRental cars49%-3
227T-MobileWireless48%4
227Days InnHotel48%-9
227Bank of AmericaCredit cards48%-7
227La Quinta InnHotel48%-9
227FujitsuAppliances48%-6
232United HealthcareHealth plan47%1
232DHLParcel delivery47%-13
232DirecTVTV service47%13
232Wal-MartRetailer47%-14
232American AirlinesAirline47%-5
232HertzRental cars47%-5
238HaierAppliances46%-7
238AdobeSoftware46%-7
238VerizonTV service46%13
238CablevisionInternet service46%14
238ActivisionSoftware46%-7
238LenovoComputers46%-13
238Cablevision OptimumTV service46%12
245Motel 6Hotel45%-12
245AOLInternet service45%13
245BudgetRental cars45%-7
245McDonaldsFast food45%-15
249Super 8Hotel44%-13
249DollarRental cars44%-8
249BB&TBank44%-15
249Verizon WirelessWireless44%-1
253ToshibaAppliances43%-10
253Fox Rent A CarRental cars43%-9
253RadioShackRetailer43%-18
253PNCCredit cards43%-11
253HSBCCredit cards43%-12
253US AirwaysAirline43%-9
253AnthemHealth plan43%-3
25321st CenturyInsurance43%-18
253HitachiAppliances43%-11
262CitibankBank42%-17
262AT&TWireless42%-2
262Blue Cross Blue Shield plan not listed aboveHealth plan42%-4
265Pacific Gas and Electric CompanyUtility41%-8
265AT&TTV service41%7
267Bright House NetworksTV service40%7
267AT&TInternet service40%8
269VerizonInternet service39%7
269CIGNAHealth plan39%-7
269AetnaHealth plan39%-7
269BCBS of FloridaHealth plan39%-8
269BlackboardSoftware39%-15
274Duke Energy ProgressUtility38%-11
275Dish NetworkTV service37%4
275Commonwealth EdisonUtility37%-12
275SprintWireless37%-8
278CenturyLinkInternet service36%4
278United AirlinesAirline36%-16
280Blue Shield of CaliforniaHealth plan35%-11
281Cox CommunicationsInternet service31%-1
281Health NetHealth plan31%-15
281FrontierInternet service31%-1
281Charter CommunicationsInternet service31%-2
285Spirit AirlinesAirline29%-23
286Cox CommunicationsTV service28%-5
287Consolidated Edison Company of New YorkUtility27%-22
288Time Warner CableTV service25%-8
289Time WarnerInternet service24%-8
290Coventry Health CareHealth plan23%-23
291Charter CommunicationsTV service22%-12
291ComcastInternet service22%-11
293ComcastTV service19%-14

2017 | 2016 | 2015 | 2014 | 2013 | 2012 | 2011

2014 TEMKIN Customer Service RATINGS

To generate the 2014 TCSR, we asked 10,000 U.S. consumers to rate their recent interactions with 233 companies across 19 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Customer Service Ratings (TCSR)Company TCSR versus Industry TCSR
1USAABanks81%22
2USAAInsurance Carriers79%20
2Amazon.comRetailers79%20
4Chick-fil-AFast Foods76%13
5H.E.B.Grocery Chains74%9
5PublixGrocery Chains74%9
5USAACredit Cards74%19
8A credit unionBanks73%14
9StarbucksFast Foods72%9
10Trader Joe'sGrocery Chains69%4
10QVCRetailers69%10
10CostcoRetailers69%10
13KrogerGrocery Chains68%3
13Dairy QueenFast Foods68%5
13SubwayFast Foods68%5
13Sonic Drive-InFast Foods68%6
13RegionsBanks68%10
18Edward JonesInvestments67%7
18State FarmInsurance Carriers67%7
18Sam's ClubRetailers67%8
18NordstromRetailers67%8
18BJ's Wholesale ClubRetailers67%8
18Barnes & NobleRetailers67%8
18TD BankBanks67%9
18HyundaiAuto Dealers67%9
26Save-a-LotGrocery Chains66%1
26AldiGrocery Chains66%1
26TD AmeritradeInvestments66%5
26Charles SchwabInvestments66%5
30AlbertsonsGrocery Chains65%0
30KFCFast Foods65%2
30VanguardInvestments65%5
30True ValueRetailers65%6
30AppleSoftware65%12
35Food LionGrocery Chains64%-1
35Hy-VeeGrocery Chains64%-1
35Burger KingFast Foods64%2
35Fidelity InvestmentsInvestments64%3
35U.S. BankBanks64%6
40Stop & ShopGrocery Chains63%-2
40SafewayGrocery Chains63%-2
40Whole FoodsGrocery Chains63%-2
40Pizza HutFast Foods63%1
40Little Caesar'sFast Foods63%1
40GEICOInsurance Carriers63%3
40Advance Auto PartsRetailers63%4
40T.J. MaxxRetailers63%4
40Bed Bath & BeyondRetailers63%4
40AdvantageRental Cars63%13
50Piggly WigglyGrocery Chains62%-4
50ShopRiteGrocery Chains62%-3
50Domino'sFast Foods62%0
50HardeesFast Foods62%0
50SonySoftware62%10
50AppleComputers62%11
50Courtyard By MarriottHotels62%13
57A credit unionInvestments61%1
57Morgan Stanley Smith BarneyInvestments61%1
57Lowe'sRetailers61%2
57WalgreensRetailers61%2
57Old NavyRetailers61%3
57Southwest AirlinesAirlines61%11
63Wendy'sFast Foods60%-2
63Ameriprise FinancialInvestments60%-1
63Rite AidRetailers60%1
63Family DollarRetailers60%1
63AudiAuto Dealers60%2
63ChevroletAuto Dealers60%3
63American ExpressCredit Cards60%5
70E*TRADEInvestments59%-1
70AllstateInsurance Carriers59%-1
70American FamilyInsurance Carriers59%-1
70O'Reilly Auto PartsRetailers59%0
70Dollar TreeRetailers59%0
70ToyotaAuto Dealers59%2
70SymantecSoftware59%7
77Wells Fargo AdvisorsInvestments58%-3
77The HartfordInsurance Carriers58%-2
77ProgressiveInsurance Carriers58%-2
77AAAInsurance Carriers58%-2
77Macy'sRetailers58%-1
77MarshallsRetailers58%-1
77PNCBanks58%-1
77ChaseBanks58%-1
77BMWAuto Dealers58%0
77UPSParcel Delivery58%3
87Winn-DixieGrocery Chains57%-8
87McDonaldsFast Foods57%-6
87Jack in the BoxFast Foods57%-5
87JCPenneyRetailers57%-2
87AutoZoneRetailers57%-2
87Best BuyRetailers57%-2
87Apple StoreRetailers57%-2
87Wells FargoBanks57%-1
87FordAuto Dealers57%0
87ChaseCredit Cards57%3
87DiscoverCredit Cards57%3
87AlamoRental Cars57%7
87TriCareHealth Plans57%13
100Taco BellFast Foods56%-6
100Dollar GeneralRetailers56%-2
100FedExParcel Delivery56%0
100Capital OneCredit Cards56%2
100Holiday InnHotels56%6
105Giant EagleGrocery Chains55%-10
105ING DirectInvestments55%-6
105Liberty MutualInsurance Carriers55%-5
105Toys 'R' UsRetailers55%-4
105CVSRetailers55%-4
105GapRetailers55%-4
105eBayRetailers55%-3
105CadillacAuto Dealers55%-2
105ElectroluxMajor Appliances55%4
105Kaiser PermanenteHealth Plans55%10
115Arby'sFast Foods54%-9
115Foot LockerRetailers54%-5
115PetSmartRetailers54%-4
115HondaAuto Dealers54%-3
115US Postal ServiceParcel Delivery54%-1
115Wells FargoCredit Cards54%-1
115U.S. BankCredit Cards54%0
115Alaska AirlinesAirlines54%5
115JetBlue AirlinesAirlines54%5
115HumanaHealth Plans54%10
125Dunkin' DonutsFast Foods53%-10
12521st CenturyInsurance Carriers53%-7
125FarmersInsurance Carriers53%-6
125OfficeMaxRetailers53%-6
125SearsRetailers53%-6
125Capital OneBanks53%-5
125GoogleSoftware53%0
125ActivisionSoftware53%1
125SamsungMajor Appliances53%2
134Kohl'sRetailers52%-7
134TargetRetailers52%-7
134Office DepotRetailers52%-7
134Home DepotRetailers52%-7
134Wal-MartRetailers52%-7
134Ace HardwareRetailers52%-7
134BarclaycardCredit Cards52%-3
134Bank of AmericaCredit Cards52%-2
134Hewlett-PackardComputers52%1
134LGMajor Appliances52%2
134MarriottHotels52%3
134Bright HouseTV Service52%18
146ScottradeInvestments51%-10
146Merrill LynchInvestments51%-9
146KmartRetailers51%-8
146NissanAuto Dealers51%-7
146GatewayComputers51%0
146ToshibaMajor Appliances51%0
146WhirlpoolMajor Appliances51%1
146HiltonHotels51%2
154DodgeAuto Dealers50%-7
154AcerComputers50%0
154HertzRental Cars50%0
154Delta/Northwest AirlinesAirlines50%1
154AOLInternet Service50%15
159NationwideInsurance Carriers49%-11
159TravelersInsurance Carriers49%-10
159GameStopRetailers49%-10
159CitibankBanks49%-9
159MicrosoftSoftware49%-3
159ToshibaComputers49%-1
159EnterpriseRental Cars49%-1
159NationalRental Cars49%-1
167BlackboardSoftware48%-5
167FujitsuMajor Appliances48%-2
167American AirlinesAirlines48%-2
167AirTran AirwaysAirlines48%-1
167Blue Shield of CaliforniaHealth Plans48%4
167MedicareHealth Plans48%4
1737-ElevenRetailers47%-12
173StaplesRetailers47%-12
173Bank of AmericaBanks47%-11
173IntuitSoftware47%-6
173DollarRental Cars47%-3
173BudgetRental Cars47%-3
173TracFoneWireless Carriers47%4
180MetLifeInsurance Carriers46%-14
180CitigroupCredit Cards46%-9
180McAfeeSoftware46%-7
180DellComputers46%-5
180BoschMajor Appliances46%-4
180SonyComputers46%-4
180HyattHotels46%-3
180Cox CommunicationsInternet Service46%12
188RadioShackRetailers45%-14
188United HealthcareHealth Plans45%0
188T-MobileWireless Carriers45%2
188Verizon WirelessWireless Carriers45%2
192RossRetailers44%-15
192eMachinesComputers44%-6
192Hampton InnHotels44%-5
192Cox CommunicationTV Service44%10
196AdobeSoftware43%-9
196LenovoComputers43%-7
196AvisRental Cars43%-6
196United AirlinesAirlines43%-6
196Health NetHealth Plans43%-2
196AT&TWireless Carriers43%-1
196MetroPCSWireless Carriers43%0
203GEMajor Appliances42%-8
204KiaAuto Dealers41%-16
204Virgin MobileWireless Carriers41%-2
204Dish Network/EchoStarTV Service41%6
204Optimum (iO)/CablevisionTV Service41%7
208Fifth ThirdBanks40%-18
208CIGNAHealth Plans40%-5
208AetnaHealth Plans40%-4
208DirecTVTV Service40%6
212CompaqComputers39%-11
212Anthem (BCBS)Health Plans39%-5
212MedicaidHealth Plans39%-5
212AT&TInternet Service39%5
216Empire (BCBS)Health Plans38%-6
216SprintWireless Carriers38%-6
216VerizonTV Service38%3
216Charter CommunicationsInternet Service38%4
216AT&TTV Service38%4
221CareFirst (BCBS)Health Plans37%-8
221CablevisionInternet Service37%2
223US AirwaysAirlines36%-13
223QwestInternet Service36%2
225HSBCCredit Cards35%-20
226VerizonInternet Service34%0
227Time WarnerInternet Service33%-2
228Charter CommunicationsTV Service31%-3
229Coventry Health CareHealth Plans29%-15
230Time Warner CableTV Service28%-6
231Highmark (BCBS)Health Plans26%-18
232ComcastInternet Service22%-12
232ComcastTV Service22%-12

2017 | 2016 | 2015 | 2014 | 2013 | 2012 | 2011

2013 TEMKIN Customer Service RATINGS

To generate the 2013 TCSR, we asked 10,000 U.S. consumers to rate their recent interactions with 235 companies across 19 industries.We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Customer Service Ratings (TCSR)Company TCSR versus Industry TCSR
1USAAInsurance carrier76%21
2USAABank75%20
3A credit unionBank73%18
4Charles SchwabInvestment firm71%17
4Ace HardwareRetailer71%12
6Chick-fil-AFast food chain70%11
6Dollar TreeRetailer70%11
8Sonic Drive-InFast food chain69%11
8CostcoRetailer69%9
8Hy-VeeGrocery chain69%8
8Trader Joe'sGrocery chain69%7
12AdvantageRental car agency68%18
12PublixGrocery chain68%6
12H.E.B.Grocery chain68%6
15Alaska AirlinesAirline67%19
15Amazon.comRetailer67%8
15Sam's ClubRetailer67%7
15Lowe'sRetailer67%7
15AldiGrocery chain67%6
20MarriottHotel chain65%11
20Family DollarRetailer65%5
20WalgreensRetailer65%5
20Save-a-LotGrocery chain65%4
24MarshallsRetailer64%5
24Old NavyRetailer64%4
24Home DepotRetailer64%4
24Piggly WigglyGrocery chain64%3
28USAACredit card issuer63%14
28Dunkin' DonutsFast food chain63%5
28SubwayFast food chain63%5
28StarbucksFast food chain63%5
28Bed Bath & BeyondRetailer63%4
28AutoZoneRetailer63%4
28Office DepotRetailer63%4
28StaplesRetailer63%3
36ToyotaAuto dealer62%9
36State FarmInsurance carrier62%8
36VanguardInvestment firm62%8
36US BancorpBank62%7
36Little Caesar'sFast food chain62%4
36Dairy QueenFast food chain62%4
36PetSmartRetailer62%2
36KrogerGrocery chain62%1
44Fidelity InvestmentsInvestment firm61%7
44Edward JonesInvestment firm61%7
44O'Reilly Auto PartsRetailer61%2
44BJ's Wholesale ClubRetailer61%2
44QVCRetailer61%1
44ShopRiteGrocery chain61%0
44Whole FoodsGrocery chain61%0
51Jack in the BoxFast food chain60%1
51Advance Auto PartsRetailer60%1
51Macy'sRetailer60%1
51Dollar GeneralRetailer60%1
51SafewayGrocery chain60%-1
56Kaiser PermanenteHealth plan59%17
56TriCareHealth plan59%17
56AirTran AirwaysAirline59%11
56HiltonHotel chain59%5
56Comfort InnHotel chain59%5
56HardeesFast food chain59%1
56Rite AidRetailer59%0
56SearsRetailer59%0
56JCPenneyRetailer59%-1
56AlbertsonsGrocery chain59%-2
66American ExpressCredit card issuer58%9
66Courtyard By MarriottHotel chain58%4
66Hampton InnHotel chain58%4
66TravelersInsurance carrier58%4
66FedExParcel delivery service58%2
66Barnes & NobleRetailer58%-1
66TargetRetailer58%-2
66GameStopRetailer58%-2
66Winn-DixieGrocery chain58%-4
75AppleComputer maker57%7
75Holiday Inn ExpressHotel chain57%4
75FarmersInsurance carrier57%3
75UPSParcel delivery service57%1
75Arby'sFast food chain57%-1
75Kohl'sRetailer57%-2
75OfficeMaxRetailer57%-2
75GapRetailer57%-2
83BlackboardSoftware firm56%7
83AvisRental car agency56%5
83A credit unionInvestment firm56%2
83ChaseBank56%2
83RegionsBank56%1
83ING DirectBank56%1
83Domino'sFast food chain56%-2
83Pizza HutFast food chain56%-2
83CVSRetailer56%-4
92Coventry Health CareHealth plan55%14
92DiscoverCredit card issuer55%5
92NissanAuto dealer55%2
92HondaAuto dealer55%2
92Best WesternHotel chain55%2
92FordAuto dealer55%1
92NationwideInsurance carrier55%1
92Fifth ThirdBank55%0
92SunTrust BankBank55%0
92TD BankBank55%0
92US Postal ServiceParcel delivery service55%-1
92Burger KingFast food chain55%-3
92Toys 'R' UsRetailer55%-4
92Stop & ShopGrocery chain55%-6
106JetBlue AirlinesAirline54%6
106ProgressiveInsurance carrier54%0
106Ameriprise FinancialInvestment firm54%-1
106AllstateInsurance carrier54%-1
106Wendy'sFast food chain54%-4
106eBayRetailer54%-5
112Apple (for software)Software firm53%4
112EnterpriseRental car agency53%2
112HyattHotel chain53%0
112PNCBank53%-2
1127-ElevenRetailer53%-6
117Southwest AirlinesAirline52%5
117HyundaiAuto dealer52%-1
117DodgeAuto dealer52%-2
117Holiday InnHotel chain52%-2
117MetLifeInsurance carrier52%-2
117The HartfordInsurance carrier52%-3
123WhirlpoolAppliance maker51%3
123SamsungAppliance maker51%3
123GoogleSoftware firm51%2
123ActivisionSoftware firm51%2
123MicrosoftSoftware firm51%2
123Wells FargoCredit card issuer51%2
123DellComputer maker51%2
123AcerComputer maker51%1
123TD AmeritradeInvestment firm51%-3
123GEICOInsurance carrier51%-4
123McDonaldsFast food chain51%-7
123RossRetailer51%-9
123Best BuyRetailer51%-9
136Delta/Northwest AirlinesAirline50%2
136IntuitSoftware firm50%1
136ChaseCredit card issuer50%1
136ToshibaComputer maker50%0
136HertzRental car agency50%0
136BMWAuto dealer50%-4
136E*TRADEInvestment firm50%-4
136ScottradeInvestment firm50%-4
136CitibankBank50%-4
136CitizensBank50%-5
136KFCFast food chain50%-8
136T.J. MaxxRetailer50%-9
136Giant EagleGrocery chain50%-12
136Food LionGrocery chain50%-12
150Continental AirlinesAirline49%1
150AdobeSoftware firm49%0
150Hewlett-PackardComputer maker49%-1
150ChevroletAuto dealer49%-4
150ChryslerAuto dealer49%-4
150Merrill LynchInvestment firm49%-6
156FujitsuAppliance maker48%0
156SonySoftware firm48%-1
156Capital OneBank48%-7
156Taco BellFast food chain48%-10
156KmartRetailer48%-11
156Wal-MartRetailer48%-11
162AOLInternet service provider47%11
162US BankCredit card issuer47%-2
162CompaqComputer maker47%-2
162LenovoComputer maker47%-3
166Bright House NetworksTV service provider46%15
166Virgin MobileWireless carrier46%5
166ToshibaAppliance maker46%-2
166Capital OneCredit card issuer46%-3
166SonyComputer maker46%-3
166CitigroupCredit card issuer46%-4
166Liberty MutualInsurance carrier46%-8
166AAAInsurance carrier46%-8
166Wells FargoBank46%-9
175BoschAppliance maker45%-3
175SymantecSoftware firm45%-4
175AlamoRental car agency45%-6
175Morgan Stanley Smith BarneyInvestment firm45%-9
175Wells Fargo AdvisorsInvestment firm45%-10
175Bank of AmericaBank45%-10
181MedicareHealth plan44%2
181Bank of AmericaCredit card issuer44%-5
181DollarRental car agency44%-6
181ING DirectInvestment firm44%-10
181American FamilyInsurance carrier44%-10
181RadioShackRetailer44%-16
187MetroPCSWireless carrier43%2
187American AirlinesAirline43%-4
187GatewayComputer maker43%-7
190TracFoneWireless carrier42%1
190Verizon WirelessWireless carrier42%1
190GEAppliance maker42%-5
190LGAppliance maker42%-6
190Apple StoreRetailer42%-17
195Road RunnerInternet service provider41%5
195AT&TWireless carrier41%0
195Anthem (BCBS)Health plan41%0
195MedicaidHealth plan41%-1
195United HealthcareHealth plan41%-1
195Days InnHotel chain41%-12
201SprintWireless carrier40%-1
201AetnaHealth plan40%-2
201eMachinesComputer maker40%-9
204CIGNAHealth plan39%-3
20421st CenturyInsurance carrier39%-15
204HSBCBank39%-16
207Dish Network/EchoStarTV service provider38%6
207Blue Shield of CaliforniaHealth plan38%-4
207McAfeeSoftware firm38%-11
207BudgetRental car agency38%-12
211AT&TInternet service provider37%1
212DirecTVTV service provider36%5
212CablevisionInternet service provider36%1
212EarthLinkInternet service provider36%1
212T-MobileWireless carrier36%-5
216HumanaHealth plan35%-6
216United AirlinesAirline35%-12
216HSBCCredit card issuer35%-14
219CoxInternet service provider34%-1
219Health NetHealth plan34%-7
219Empire (BCBS)Health plan34%-8
222AT&TTV service provider33%2
223ComcastInternet service provider32%-3
223Highmark (BCBS)Health plan32%-10
223US AirwaysAirline32%-16
226Charter CommunicationsInternet service provider31%-4
226VerizonInternet service provider31%-4
226QwestInternet service provider31%-5
229ComcastTV service provider30%-1
229VerizonTV service provider30%-1
231Optimum (iO)/CablevisionTV service provider28%-3
231Cox CommunicationsTV service provider28%-4
231CareFirst (BCBS)Health plan28%-14
234Time Warner CableTV service provider25%-6
235Charter CommunicationsTV service provider22%-10

2017 | 2016 | 2015 | 2014 | 2013 | 2012 | 2011

2012 TEMKIN Customer Service RATINGS

To generate the 2012 TCSR, we asked 10,000 U.S. consumers to rate their recent interactions with 174 companies across 18 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Customer Service Ratings (TCSR)Company TCSR versus Industry TCSR
1PublixSupermarket71%8
1Hy-VeeSupermarket71%8
1Credit unionsBank71%20
4Chick-fil-AFast Food70%14
5H.E.B.Supermarket69%7
5Sam's ClubRetail69%11
7Winn-DixieSupermarket67%5
8ShopRiteSupermarket66%4
8AldiSupermarket66%4
8StarbucksFast Food66%11
8Giant EagleSupermarket66%3
8JCPenneyRetail66%8
13Hampton InnHotel chain64%10
13SubwayFast Food64%9
13Amazon.comRetail64%6
13USAABank64%14
13Whole FoodsSupermarket64%1
13KrogerSupermarket64%1
13PNCBank64%13
20Dunkin' DonutsFast Food63%8
20USAAInsurance63%8
20Lowe'sRetail63%5
20TargetRetail63%5
20Macy'sRetail63%4
25Home DepotRetail62%4
25State FarmInsurance62%7
25VanguardInvestments62%6
25CostcoRetail62%4
25Fidelity InvestmentsInvestments62%6
30WalgreensRetail61%3
30ToshibaAppliances61%7
32Credit unionsInvestments60%4
32AppleComputer maker60%10
32Save-a-LotSupermarket60%-3
32Pizza HutFast Food60%4
36FedExParcel delivery59%5
36Southwest AirlinesAirline59%13
36LGAppliances59%5
39StaplesRetail58%0
39Stop & ShopSupermarket58%-4
39American ExpressCredit cards58%15
39MarriottHotel chain58%4
39Holiday Inn ExpressHotel chain58%4
39ChevroletAuto dealer58%6
45Sonic Drive-InFast Food57%2
45Food LionSupermarket57%-5
45Charles SchwabInvestments57%1
45Best BuyRetail57%-1
45Kohl'sRetail57%-1
45AlbertsonsSupermarket57%-6
45HondaAuto dealer57%5
45SafewaySupermarket57%-6
45Comfort InnHotel chain57%3
45ING DirectInvestments57%0
45CVSRetail57%-1
56TD AmeritradeInvestments56%0
56Kaiser PermanenteHealth plan56%17
56ProgressiveInsurance56%1
56SonyComputer maker56%6
56WhirlpoolAppliances56%2
61Arby'sFast Food55%0
61HiltonHotel chain55%1
61Little Caesar'sFast Food55%0
61SamsungAppliances55%1
61American FamilyInsurance55%0
61Edward JonesInvestments55%-2
67Rite AidRetail54%-4
67eBayRetail54%-4
67UPSParcel delivery54%0
67JetBlue AirlinesAirline54%8
67Domino'sFast Food54%-1
67Holiday InnHotel chain54%0
67AAAInsurance54%-1
67CitizensBank54%3
67KFCFast Food54%-2
76AllstateInsurance53%-1
76KmartRetail53%-5
76HertzCar rental53%5
76Burger KingFast Food53%-2
76GEICOInsurance53%-2
76U.S. Postal ServiceParcel delivery53%-2
76Wal-MartRetail53%-5
76ToshibaComputer maker53%3
84Jack in the BoxFast Food52%-3
84Dairy QueenFast Food52%-3
84Wendy'sFast Food52%-3
84ToyotaAuto dealer52%0
84FarmersInsurance52%-3
84Barnes & NobleRetail52%-6
84Hewlett-PackardComputer maker52%2
84Best WesternHotel chain52%-2
92NationwideInsurance51%-3
92Bright HouseTV service51%16
92SunTrust BankBank51%1
92Piggly WigglySupermarket51%-11
96BudgetCar rental50%2
96SearsRetail50%-8
96TriCareHealth plan50%11
96eMachinesComputer maker50%0
96FordAuto dealer50%-2
96Wells Fargo/ Wachovia BankBank50%-1
96Merrill LynchInvestments50%-7
96ChaseBank50%-1
96CompaqComputer maker50%0
96E*TRADEInvestments50%-7
106Old NavyRetail49%-9
106Taco BellFast Food49%-6
106GEAppliances49%-5
106AcerComputer maker49%-1
110McDonaldsFast Food48%-7
110DiscoverCredit cards48%4
110Wells FargoCredit cards48%4
110ChaseCredit cards48%4
110GatewayComputer maker48%-2
115Wells Fargo AdvisorsInvestments46%-10
11521st CenturyInsurance46%-9
115SprintWireless46%5
115MetLifeInsurance46%-9
119HSBCBank45%-5
119MSN (Microsoft Network)Internet service45%10
119Capital OneBank45%-5
119EnterpriseCar rental45%-3
119American AirlinesAirline45%-1
119AOLInternet service45%10
125Days InnHotel chain44%-10
126U.S. CellularWireless43%2
126CablevisionInternet service43%8
126Liberty MutualInsurance43%-12
126U.S. BancorpBank43%-7
126AT&TWireless43%2
126MedicareHealth plan43%3
126TracFoneWireless43%2
133AetnaHealth plan42%3
133DodgeAuto dealer42%-10
133Dish Network/EchoStarTV service42%7
133Cox CommunicationTV service42%7
137AT&TTV service41%6
137DellComputer maker41%-9
137Super 8Hotel chain41%-13
140DirecTVTV service40%5
140U.S. BankCredit cards40%-4
140NissanAuto dealer40%-12
140Delta/Northwest AirlinesAirline40%-7
140Verizon WirelessWireless40%-2
145Blue Shield of CaliforniaHealth plan39%0
145Bank of AmericaCredit cards39%-5
147United HealthcareHealth plan38%-1
147Virgin MobileWireless38%-3
147Capital OneCredit cards38%-6
150VerizonInternet service37%2
150United AirlinesAirline37%-9
150AT&TInternet service37%2
150MedicaidHealth plan37%-3
154T-MobileWireless36%-5
154Continental AirlinesAirline36%-11
156HumanaHealth plan35%-4
156VerizonTV service35%0
158Optimum (iO)/CablevisionTV service34%-1
158Anthem (BCBS)Health plan34%-5
158U.S. AirwaysAirline34%-12
158Cox CommunicationsInternet service34%-1
158HyundaiAuto dealer34%-18
158HSBC (including Orchard Bank)Credit cards34%-10
158ComcastInternet service34%-1
165Bank of AmericaBank33%-17
165CIGNAHealth plan33%-6
165Road RunnerInternet service33%-2
168QwestInternet service32%-3
169CitigroupCredit cards30%-13
169CitibankBank30%-20
169ComcastTV service30%-5
172Time Warner CableTV service28%-7
173Charter CommunicationsInternet service20%-15
174Charter CommunicationsTV service10%-25

2017 | 2016 | 2015 | 2014 | 2013 | 2012 | 2011

2011 TEMKIN Customer Service RATINGS

To generate the 2011 TCSR, we asked 10,000 U.S. consumers to rate their recent interactions with 129 companies across 12 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Customer Service Ratings (TCSR)Company TCSR versus Industry TCSR
1USAAInsurance Carrier67%21
2Edward JonesInvestment Firm65%16
3Courtyard By MarriottHotel Chain64%13
3Sam's ClubRetailer64%10
5Lowe'sRetailer63%10
5Kohl'sRetailer63%10
5MarriottHotel Chain63%11
8HyattHotel Chain62%11
8BJs Wholesale ClubRetailer62%9
8CostcoRetailer62%9
11WalgreensRetailer61%7
11VanguardInvestment Firm61%11
13Southwest AirlinesAirline59%17
13Old NavyRetailer59%6
13HiltonHotel Chain59%7
16RegionsBank57%10
16Hampton InnHotel Chain57%5
18TargetRetailer56%2
18Rite AidRetailer56%2
20DiscoverCredit Card Issuer55%16
20A credit unionBank55%8
20Fidelity InvestmentsInvestment Firm55%5
20American ExpressCredit Card Issuer55%16
20JCPenneyRetailer55%1
25Macy'sRetailer54%1
25Barnes & NobleRetailer54%0
27eBayRetailer53%-1
27JetBlue AirlinesAirline53%10
27State FarmInsurance Carrier53%6
30USAABank52%5
31Liberty MutualInsurance Carrier51%5
31Wal-MartRetailer51%-2
31Best WesternHotel Chain51%0
34SearsRetailer50%-3
34StaplesRetailer50%-3
34American FamilyInsurance Carrier50%4
34Holiday Inn ExpressHotel Chain50%-1
34A credit unionInvestment Firm50%0
34CVSRetailer50%-4
34MetLifeInsurance Carrier50%3
41AppleComputer Maker49%11
41Home DepotRetailer49%-4
41BordersRetailer49%-5
44TD AmeritradeInvestment Firm48%-1
44ING DirectInvestment Firm48%-2
46Toys 'R' UsRetailer47%-6
46Charles SchwabInvestment Firm47%-3
46NationwideInsurance Carrier47%0
46TD BankBank47%-1
46Comfort InnHotel Chain47%-5
51TracFoneWireless Carrier46%8
51Office DepotRetailer46%-7
51Best BuyRetailer46%-7
51ProgressiveInsurance Carrier46%-1
55SunTrust BankBank45%-2
55Wells Fargo AdvisorsInvestment Firm45%-5
55Holiday InnHotel Chain45%-7
55MedicareHealth Plan45%12
55Days InnHotel Chain45%-7
60AAAInsurance Carrier44%-2
60SonyComputer Maker44%5
60GEICOInsurance Carrier44%-3
63CoxInternet Service Provider43%14
63Kaiser PermanenteHealth Plan43%10
63CitizensBank43%-5
66The HartfordInsurance Carrier42%-4
66United AirlinesAirline42%0
66ChaseBank42%-5
6621st CenturyInsurance Carrier42%-5
70Continental AirlinesAirline41%-1
70AllstateInsurance Carrier41%-6
70SprintWireless Carrier41%2
70Wells Fargo/ Wachovia BankBank41%-7
70TravelersInsurance Carrier41%-6
75KmartRetailer40%-13
75Bank of AmericaBank40%-7
75ChaseCredit Card Issuer40%1
75PNCBank40%-7
75ING DirectBank40%-7
80E*TRADEInvestment Firm39%-10
80Fifth ThirdBank39%-8
80T-MobileWireless Carrier39%1
80DellComputer Maker39%1
80Bright HouseTV Service Provider39%13
80Verizon WirelessWireless Carrier39%0
86Capital OneBank38%-9
86AT&TTV Service Provider38%13
86Optimum (iO)/CablevisionTV Service Provider38%12
86Hewlett-PackardComputer Maker38%-1
90AT&TWireless Carrier37%-1
90United HealthcareHealth Plan37%4
92AcerComputer Maker36%-2
92Wells FargoCredit Card Issuer36%-3
94Road RunnerInternet Service Provider35%6
94US BancorpBank35%-13
96eMachinesComputer Maker34%-4
96CompaqComputer Maker34%-4
96Bank of AmericaCredit Card Issuer34%-5
96AT&TInternet Service Provider34%4
100HumanaHealth Plan33%0
100American AirlinesAirline33%-10
100DirecTVTV Service Provider33%7
100CitibankBank33%-15
104Merrill LynchInvestment Firm32%-18
104Cox CommunicationTV Service Provider32%7
106Farmers'Insurance Carrier31%-15
106QwestInternet Service Provider31%2
106CitigroupCredit Card Issuer31%-8
106RadioShackRetailer31%-22
110ToshibaComputer Maker30%-8
110Capital OneCredit Card Issuer30%-9
112VerizonInternet Service Provider29%0
112AOLInternet Service Provider29%0
112Delta/Northwest AirlinesAirline29%-14
112MedicaidHealth Plan29%-4
116CablevisionInternet Service Provider28%-1
117Time Warner CableTV Service Provider27%2
118GatewayComputer Maker25%-13
118HSBCBank25%-22
118AetnaHealth Plan25%-8
121Dish Network/EchostarTV Service Provider24%-2
121Blue Shield of CaliforniaHealth Plan24%-9
123Anthem (BCBS)Health Plan23%-10
124CIGNAHealth Plan21%-12
125HSBCCredit Card Issuer20%-19
126Charter CommunicationsInternet Service Provider19%-10
127ComcastInternet Service Provider18%-11
128Charter CommunicationsTV Service Provider16%-10
129ComcastTV Service Provider12%-13

Want a more customer-centric organization?
Contact Temkin Group. Click Here.