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Temkin Experience Ratings

The Temkin Experience Ratings (TxR) is an openly available customer experience benchmarking metric. The TxR is based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Success, Effort, and Emotion, 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.

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

2017 Temkin Experience Ratings

To generate the 2017 TxR, we asked 10,000 U.S. consumers to rate their recent interactions with 331 companies across 20 industries. You can download a free copy of the research report. You can also purchase the dataset for $395+.

RankCompanyIndustryTemkin Experience Ratings (TxR)Company TxR vs Industry TxR
1PublixSupermarkets84%6
2H-E-BSupermarkets83%5
2Chick-fil-AFast Food83%7
4HardeesFast Food82%6
4Chipotle Mexican GrillFast Food82%5
4HannafordSupermarkets82%4
4RegionsBanks82%10
8QVCRetailers81%7
8Food LionSupermarkets81%3
8Trader Joe'sSupermarkets81%3
8BJ's Wholesale ClubRetailers81%7
8Ace HardwareRetailers81%7
8SubwayFast Food81%4
14Winn-DixieSupermarkets80%2
14Save-a-LotSupermarkets80%2
14KFCFast Food80%4
14WegmansSupermarkets80%2
14KrogerSupermarkets80%2
14Sam's ClubRetailers80%6
14AmazonFreshSupermarkets80%2
14Arby'sFast Food80%3
22True ValueRetailers79%5
22O'Reilly Auto PartsRetailers79%5
22CitizensBanks79%7
22Dairy QueenFast Food79%2
22StarbucksFast Food79%2
22Baskin RobbinsFast Food79%2
28Whole FoodsSupermarkets78%0
28Dollar TreeRetailers78%4
28Amazon.comRetailers78%4
28USAABanks78%6
28A credit unionBanks78%6
28Hy-VeeSupermarkets78%0
28DiscoverCredit Cards78%8
28Dunkin' DonutsFast Food78%1
28Georgia PowerUtilities78%10
28Papa John'sFast Food78%1
38AldiSupermarkets77%-1
38Panera BreadFast Food77%1
38Barnes & NobleRetailers77%3
38IHOPFast Food77%1
38Little Caesar'sFast Food77%1
38LexusAuto Dealers77%9
38Giant EagleSupermarkets77%-1
38UPSParcel Delivery77%3
38Courtyard By MarriottHotels & Rooms77%6
47Michael'sRetailers76%2
47Lowe'sRetailers76%2
47RadissonHotels & Rooms76%6
47PrudentialInsurance76%8
47ShopRiteSupermarkets76%-2
47USAAInsurance76%8
47RossRetailers76%2
47Advance Auto PartsRetailers76%2
47MarriottHotels & Rooms76%6
47AutoZoneRetailers76%2
47AlbertsonsSupermarkets76%-2
47Home DepotRetailers76%2
47Fairfield InnHotels & Rooms76%5
60Sonic Drive-InFast Food75%-1
60PetSmartRetailers75%1
60WyndhamHotels & Rooms75%5
60Navy Federal Credit UnionBanks75%3
60Popeye's Louisiana KitchenFast Food75%-1
60Alabama Power CompanyUtilities75%7
60TXU EnergyUtilities75%7
60WestinHotels & Rooms75%5
60VonsSupermarkets75%-3
60Holiday Inn ExpressHotels & Rooms75%5
60Advantage Rent-A-CarRental Cars & Transport75%10
60Bed Bath & BeyondRetailers75%1
60WalgreensRetailers75%1
60Stop & ShopSupermarkets75%-4
74Wendy'sFast Food74%-2
74Piggly WigglySupermarkets74%-4
74NetflixStreaming Media74%4
74Macy'sRetailers74%0
74Family DollarRetailers74%0
74AmazonComputers & Tablets74%9
74Charles SchwabInvestments74%7
74SunTrust BankBanks74%2
74Panda ExpressFast Food74%-3
74EtsyRetailers74%0
74KiaAuto Dealers74%5
74HiltonHotels & Rooms74%4
74SpotifyStreaming Media74%3
74Dollar GeneralRetailers74%0
74GameStopRetailers74%0
74Burger KingFast Food74%-3
90Wawa Food MarketsSupermarkets73%-5
90Pizza HutFast Food73%-3
90ToyotaAuto Dealers73%5
90StaplesRetailers73%0
90PandoraStreaming Media73%3
90Apple Retail StoreRetailers73%-1
90ChevroletAuto Dealers73%5
90CostcoRetailers73%-1
90USAACredit Cards73%3
90PNCBanks73%1
90Dominion Virginia PowerUtilities73%5
90American ExpressCredit Cards73%3
90Southwest AirlinesAirlines73%7
90Amazon Prime Instant VideoStreaming Media73%2
90Kohl'sRetailers73%-1
90Fidelity InvestmentsInvestments73%6
90NordstromRetailers73%-1
907-ElevenRetailers73%-1
90MarshallsRetailers73%-1
90Rite AidRetailers73%-1
90State FarmInsurance73%4
111FedExParcel Delivery72%-1
111VolkswagenAuto Dealers72%4
111Jack in the BoxFast Food72%-4
111La Quinta InnHotels & Rooms72%2
111Domino'sFast Food72%-4
111T.J. MaxxRetailers72%-2
111SiemensTV & Appliances72%5
111SafewaySupermarkets72%-6
111Florida Power & LightUtilities72%4
111HyattHotels & Rooms72%2
111Hampton InnHotels & Rooms72%2
111TargetRetailers72%-2
111BarclaycardCredit Cards72%2
111U.S. Postal ServiceParcel Delivery72%-1
111Amazon Prime MusicStreaming Media72%2
111Old NavyRetailers72%-2
111ChaseBanks72%0
111Ameriprise FinancialInvestments72%5
111Mercedes-BenzAuto Dealers72%3
111eBayRetailers72%-2
111CVSRetailers72%-2
111ACE Rent A CarRental Cars & Transport72%7
111HuluStreaming Media72%1
111VanguardInvestments72%5
111Best WesternHotels & Rooms72%1
111TD BankBanks72%0
137U.S. BankCredit Cards71%2
137Holiday InnHotels & Rooms71%1
137Fox Rent A CarRental Cars & Transport71%6
137Southern California Gas CompanyUtilities71%3
137VizioTV & Appliances71%4
137Southern California EdisonUtilities71%3
137NissanAuto Dealers71%3
137McDonaldsFast Food71%-5
137MetLifeInsurance71%2
137JeepAuto Dealers71%2
137Taco BellFast Food71%-6
137Dick's Sporting GoodsRetailers71%-3
137GEICOInsurance71%2
137U.S. BankBanks71%-1
137Wal-MartRetailers71%-3
137Toys 'R' UsRetailers71%-3
137US CellularWireless71%5
154Edward JonesInvestments70%3
154SonySoftware Firms70%5
154AirTran AirwaysAirlines70%5
154SheratonHotels & Rooms70%0
154Duke Energy ProgressUtilities70%2
154Columbia Natural GasUtilities70%2
154ChaseCredit Cards70%0
154SoundCloudStreaming Media70%0
154iTunesStreaming Media70%0
154National Car RentalRental Cars & Transport70%5
154Best BuyRetailers70%-4
154HomeAwayHotels & Rooms70%0
154JCPenneyRetailers70%-4
154SamsungTV & Appliances70%2
154AppleSoftware Firms70%4
154Quality InnHotels & Rooms70%-1
170PPL Electric UtilitiesUtilities69%2
170PanasonicTV & Appliances69%2
170Virgin AmericaAirlines69%4
170Office DepotRetailers69%-5
170SubaruAuto Dealers69%1
170SonyTV & Appliances69%2
170Capital OneBanks69%-3
170Super 8Hotels & Rooms69%-1
170Rent-a-WreckRental Cars & Transport69%4
170OfficeMaxRetailers69%-5
170ProgressiveInsurance69%0
170JetBlue AirlinesAirlines69%3
170FordAuto Dealers69%0
170HSBCCredit Cards69%-1
170The HartfordInsurance69%0
170Morgan Stanley Smith BarneyInvestments69%2
170Wells FargoBanks69%-3
170GooglePlayStreaming Media69%-2
170GETV & Appliances69%1
189ShowtimeStreaming Media68%-2
189CenterPoint EnergyUtilities68%0
189TravelersInsurance68%0
189Residence InnHotels & Rooms68%-2
189WhirlpoolTV & Appliances68%1
189Enterprise Rent-A-CarRental Cars & Transport68%3
189UberRental Cars & Transport68%3
189Ameren Missouri CompanyUtilities68%0
189GoogleSoftware Firms68%3
189Apple MusicStreaming Media68%-2
189AppleComputers & Tablets68%2
189Alaska AirlinesAirlines68%2
189TD AmeritradeInvestments68%1
189HaierTV & Appliances68%0
189Atmos Energy ServicesUtilities68%0
189CitigroupCredit Cards68%-2
189CadillacAuto Dealers68%-1
206HondaAuto Dealers67%-1
206New York LifeInsurance67%-1
206Fifth ThirdBanks67%-5
206SearsRetailers67%-7
206StarzStreaming Media67%-3
206SiriusXMStreaming Media67%-3
20621st CenturyInsurance67%-1
206BuickAuto Dealers67%-2
206Barnes & NobleComputers & Tablets67%1
206TracFoneWireless67%1
206ActivisionSoftware Firms67%2
206Bank of AmericaCredit Cards67%-3
206Kaiser PermanenteHealth Plans67%10
206Verizon WirelessWireless67%1
206BoschTV & Appliances67%-1
206DTE Energy Electric CompanyUtilities67%-1
206CitibankBanks67%-5
206Comfort InnHotels & Rooms67%-4
224GapRetailers66%-7
224AT&TWireless66%1
224Commonwealth EdisonUtilities66%-2
224FujitsuTV & Appliances66%-1
224KmartRetailers66%-8
224American FamilyInsurance66%-2
224Crowne PlazaHotels & Rooms66%-4
224MicrosoftSoftware Firms66%1
224NationwideInsurance66%-3
224AllstateInsurance66%-3
224ToshibaTV & Appliances66%-2
224United AirlinesAirlines66%0
224SharpTV & Appliances66%-2
224Bank of AmericaBanks66%-6
224Alamo Rent A CarRental Cars & Transport66%1
224PSE&GUtilities66%-2
224Capital OneCredit Cards66%-4
224AudiAuto Dealers66%-3
224DHLParcel Delivery66%-8
224T-MobileWireless66%0
224ElectroluxTV & Appliances66%-2
224LGTV & Appliances66%-2
224HyundaiAuto Dealers66%-3
247ScottradeInvestments65%-2
247HBOStreaming Media65%-5
247DellComputers & Tablets65%0
247US AirwaysAirlines65%-1
247Hewlett-PackardComputers & Tablets65%-1
247Ameren Illinois CompanyUtilities65%-3
247HumanaHealth Plans65%8
247iHeartRadioStreaming Media65%-6
247Cricket WirelessWireless65%-1
256Foot LockerRetailers64%-10
256Wells FargoCredit Cards64%-6
256ESPNStreaming Media64%-6
256RadioShackRetailers64%-10
256Merrill LynchInvestments64%-3
256AAAInsurance64%-4
256Wells Fargo AdvisorsInvestments64%-3
256BMWAuto Dealers64%-5
256SonyComputers & Tablets64%-2
265Virgin MobileWireless63%-2
265Capital One 360Investments63%-4
265TriCareHealth Plans63%6
265AcerComputers & Tablets63%-2
265HitachiTV & Appliances63%-4
265ChryslerAuto Dealers63%-5
265A credit unionInvestments63%-4
265SymantecSoftware Firms63%-2
265CompaqComputers & Tablets63%-3
265PhilipsTV & Appliances63%-5
265McAfeeSoftware Firms63%-3
276AOLTV/Internet Service62%8
276Liberty MutualInsurance62%-6
276American AirlinesAirlines62%-3
276IntuitSoftware Firms62%-3
276LenovoComputers & Tablets62%-4
276BCBS of MichiganHealth Plans62%5
276E*TRADEInvestments62%-5
276Delta AirlinesAirlines62%-4
276GMCAuto Dealers62%-7
276DodgeAuto Dealers62%-7
276Appalachian Power CompanyUtilities62%-6
276MetroPCSWireless62%-4
276GatewayComputers & Tablets62%-4
289United HealthcareHealth Plans61%4
289ThriftyRental Cars & Transport61%-4
289AsusComputers & Tablets61%-4
289Consolidated Edison Company of New YorkUtilities61%-7
289MazdaAuto Dealers61%-8
289CIGNAHealth Plans61%4
289LyftRental Cars & Transport61%-4
289FarmersInsurance61%-8
289HertzRental Cars & Transport61%-5
298DollarRental Cars & Transport60%-5
298AdobeSoftware Firms60%-5
298Charter CommunicationsTV/Internet Service60%6
298Pacific Gas and Electric CompanyUtilities60%-8
298SprintWireless60%-5
298Bright House NetworksTV/Internet Service60%6
298CarMaxAuto Dealers60%-9
298MedicareHealth Plans60%3
306DirecTVTV/Internet Service59%4
307MitsubishiTV & Appliances58%-9
307BCBS plan not listedHealth Plans58%1
307ToshibaComputers & Tablets58%-8
307BudgetRental Cars & Transport58%-7
307Dish NetworkTV/Internet Service58%4
307Consumers Energy CompanyUtilities58%-10
307LendingClubInvestments58%-10
314Motel 6Hotels & Rooms57%-13
314VerizonTV/Internet Service57%2
316AirbnbHotels & Rooms56%-14
316AT&TTV/Internet Service56%2
318CablevisionTV/Internet Service55%1
318BlackboardSoftware Firms55%-10
320Days InnHotels & Rooms54%-16
320AvisRental Cars & Transport54%-11
322BCBS of FloridaHealth Plans53%-4
322AetnaHealth Plans53%-4
322AnthemHealth Plans53%-4
325Cox CommunicationsTV/Internet Service51%-3
326Spirit AirlinesAirlines50%-16
327Time Warner CableTV/Internet Service48%-6
327MedicaidHealth Plans48%-9
329ComcastTV/Internet Service47%-7
329Blue Shield of CaliforniaHealth Plans47%-10
331Health NetHealth Plans42%-15

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

2016 TEMKIN EXPERIENCE RATINGS

To generate the 2016 TxR, we asked 10,000 U.S. consumers to rate their recent interactions with 294 companies across 20 industries. You can download a free copy of the research report and visit the Customer Experience Matters blog to see detailed posts on individual industries. You can also purchase the dataset for $395+.

RankCompanyIndustryTemkin Experience Ratings (TxR)Company TxR vs Industry TxR
1PublixSupermarkets81%7
2H-E-BSupermarkets79%5
3KrogerSupermarkets78%4
3Save-a-LotSupermarkets78%4
3True ValueRetailers78%10
3Chick-fil-AFast Food78%7
7A credit unionBanks77%9
7WegmansSupermarkets77%3
9O'Reilly Auto PartsRetailers76%8
9Amazon.comRetailers76%8
9AldiSupermarkets76%3
12USAABanks75%7
12Giant EagleSupermarkets75%1
12QVCRetailers75%6
12Dollar TreeRetailers75%6
12RegionsBanks75%8
12ShopRiteSupermarkets75%1
12Food LionSupermarkets75%1
12SubwayFast Food75%4
20IHOPFast Food74%2
20Dollar GeneralRetailers74%5
20Hy-VeeSupermarkets74%0
20Winn-DixieSupermarkets74%0
20Little Caesar’sFast Food74%3
20Wawa Food MarketsSupermarkets74%0
20Sam's ClubRetailers74%5
20Trader Joe’sSupermarkets74%1
28Lowe'sRetailers73%4
28Arby’sFast Food73%2
28USAAInsurance Carriers73%12
28HannafordSupermarkets73%-1
28Dunkin’ DonutsFast Food73%2
28Taco BellFast Food73%2
28AmazonComputers & Tablets73%15
28HardeesFast Food73%2
36Piggly WigglySupermarkets72%-2
36Dairy QueenFast Food72%1
36Michael’sRetailers72%3
36Pizza HutFast Food72%1
36PetSmartRetailers72%4
36BJ’s Wholesale ClubRetailers72%4
42JCPenneyRetailers71%2
42Wendy’sFast Food71%0
42Residence InnHotels71%11
42StarbucksFast Food71%0
42Kohl'sRetailers71%2
42Capital One 360Banks71%4
42Holiday Inn ExpressHotels71%11
42Family DollarRetailers71%3
42Ace HardwareRetailers71%3
51TargetRetailers70%1
51Rite AidRetailers70%1
51Sonic Drive-InFast Food70%-1
51Jack in the BoxFast Food70%-1
51UPSParcel Delivery70%3
517-ElevenRetailers70%1
51TD BankBanks70%3
51PNCBanks70%3
51WalgreensRetailers70%2
60CVSRetailers69%0
60SafewaySupermarkets69%-5
60AlbertsonsSupermarkets69%-5
60USAACredit Cards69%6
60HiltonHotels69%8
60Stop & ShopSupermarkets69%-5
60Domino’sFast Food69%-2
60Home DepotRetailers69%1
60eBayRetailers69%1
69Barnes & NobleRetailers68%-1
69State FarmInsurance Carriers68%6
69MarriottHotels68%7
69The HartfordInsurance Carriers68%6
69U.S. BankBanks68%0
69FedExParcel Delivery68%0
69T.J. MaxxRetailers68%-1
69AutoZoneRetailers68%-1
69DiscoverCredit Cards68%5
69Whole FoodsSupermarkets68%-6
69CostcoRetailers68%-1
69StaplesRetailers68%0
69KFCFast Food68%-3
69SunTrust BankBanks68%1
83Southwest AirlinesAirlines67%10
83Florida Power & LightUtilities67%10
83Southern California Gas CompanyUtilities67%10
83NordstromRetailers67%-1
83ChaseBanks67%0
83Advance Auto PartsRetailers67%-1
89ToyotaAuto Dealers66%9
89ChaseCredit Cards66%3
89WyndhamHotels66%5
89GoogleSoftware Firms66%9
89TXU EnergyUtilities66%9
89Baskin RobbinsFast Food66%-5
89RossRetailers66%-2
89Dominion Virginia PowerUtilities66%9
89U.S. Postal ServiceParcel Delivery66%-1
89Capital OneBanks66%-1
89BarclaycardCredit Cards66%4
100Mercedes-BenzAuto Dealers65%7
100Bed Bath & BeyondRetailers65%-4
100Georgia PowerUtilities65%7
100Fifth ThirdBanks65%-3
100McDonaldsFast Food65%-6
100SymantecSoftware Firms65%8
100Apple Retail StoreRetailers65%-3
100Capital OneCredit Cards65%3
100Alabama Power CompanyUtilities65%8
100Burger KingFast Food65%-6
110Edward JonesInvestment Firms64%6
110American ExpressCredit Cards64%1
110SheratonHotels64%3
110Best BuyRetailers64%-5
110Office DepotRetailers64%-5
110NationwideInsurance Carriers64%2
110Wal-MartRetailers64%-5
110Fidelity InvestmentsInvestment Firms64%6
110La Quinta InnHotels64%3
110Hampton InnHotels64%3
110SearsRetailers64%-5
110GEICOInsurance Carriers64%3
110Toys 'R' UsRetailers64%-5
110ProgressiveInsurance Carriers64%3
110Wells FargoBanks64%-3
125Virgin MobileWireless Carriers63%5
125MarshallsRetailers63%-6
125LexusAuto Dealers63%6
125Bank of AmericaBanks63%-4
125OfficeMaxRetailers63%-6
125VonsSupermarkets63%-11
125TracFoneWireless Carriers63%6
125Morgan Stanley Smith BarneyInvestment Firms63%6
125GameStopRetailers63%-5
125MetroPCSWireless Carriers63%6
135AllstateInsurance Carriers62%0
135Alaska AirlinesAirlines62%5
135KmartRetailers62%-7
135JetBlue AirlinesAirlines62%6
135Charles SchwabInvestment Firms62%5
135Macy'sRetailers62%-6
135ChevroletAuto Dealers62%5
142National Car RentalRental Cars61%8
142HyundaiAuto Dealers61%3
142Best WesternHotels61%0
142Courtyard By MarriottHotels61%0
142Consumers Energy CompanyUtilities61%3
142KiaAuto Dealers61%4
142CitigroupCredit Cards61%-2
142Barnes & NobleComputers & Tablets61%2
142TravelersInsurance Carriers61%0
142Enterprise Rent-A-CarRental Cars61%9
142Hewlett-PackardComputers & Tablets61%3
153MicrosoftSoftware Firms60%2
153Comfort InnHotels60%-1
153Liberty MutualInsurance Carriers60%-1
153HondaAuto Dealers60%3
153New York LifeInsurance Carriers60%-1
153WhirlpoolMajor Appliances60%5
153VanguardInvestment Firms60%2
153Quality InnHotels60%0
153Old NavyRetailers60%-8
153HyattHotels60%0
153Merrill LynchInvestment Firms60%3
153AppleComputers & Tablets60%2
153CitizensBanks60%-7
166AppleSoftware Firms59%1
166FordAuto Dealers59%2
166Holiday InnHotels59%-2
166Verizon WirelessWireless Carriers59%1
166Delta AirlinesAirlines59%3
166Southern California EdisonUtilities59%2
166SamsungMajor Appliances59%5
166Foot LockerRetailers59%-9
166Alamo Rent A CarRental Cars59%7
175U.S. BankCredit Cards58%-5
175BuickAuto Dealers58%1
175Duke Energy ProgressUtilities58%0
175GapRetailers58%-11
175DTE Energy Electric CompanyUtilities58%1
175FarmersInsurance Carriers58%-3
175Wells FargoCredit Cards58%-4
182Con Edison of New YorkUtilities57%-1
182LGMajor Appliances57%2
182DirecTVTV Service57%10
182Ameriprise FinancialInvestment Firms57%-1
182Bank of AmericaCredit Cards57%-6
182A credit unionInvestment Firms57%-1
182Kaiser PermanenteHealth Plans57%10
182GatewayComputers & Tablets57%-1
190NissanAuto Dealers56%-2
190Dish NetworkTV Service56%8
190CitibankBanks56%-12
190DodgeAuto Dealers56%-1
190DHLParcel Delivery56%-12
190T-MobileWireless Carriers56%-1
190Pacific Gas and Electric CompanyUtilities56%-1
190AT&TWireless Carriers56%-1
190BoschMajor Appliances56%2
199AOLInternet Service55%7
199DellComputers & Tablets55%-4
199Cablevision OptimumTV Service55%8
199GEMajor Appliances55%0
199TD AmeritradeInvestment Firms55%-3
199Crowne PlazaHotels55%-5
199RadissonHotels55%-5
199ToshibaComputers & Tablets55%-4
199LenovoComputers & Tablets55%-4
199RadioShackRetailers55%-13
199TriCareHealth Plans55%9
199Virgin AmericaAirlines55%-1
211ScottradeInvestment Firms54%-4
211SprintWireless Carriers54%-4
211WestinHotels54%-6
211PSE&GUtilities54%-3
211MetLifeInsurance Carriers54%-7
211AAAInsurance Carriers54%-7
217MazdaAuto Dealers53%-4
217AdobeSoftware Firms53%-4
217HertzRental Cars53%0
217ElectroluxMajor Appliances53%-2
217Cox CommunicationsTV Service53%6
217AcerComputers & Tablets53%-5
217AudiAuto Dealers53%-4
217CenterPoint EnergyUtilities53%-4
225Ameren Illinois CompanyUtilities52%-6
225Cox CommunicationsInternet Service52%5
225JeepAuto Dealers52%-5
225IntuitSoftware Firms52%-5
225American AirlinesAirlines52%-4
230BMWAuto Dealers51%-7
230McAfeeSoftware Firms51%-7
230AetnaHealth Plans51%4
230Wells Fargo AdvisorsInvestment Firms51%-7
230ActivisionSoftware Firms51%-6
230United AirlinesAirlines51%-5
230SubaruAuto Dealers51%-6
230AvisRental Cars51%-1
230VerizonInternet Service51%4
230SonySoftware Firms51%-6
230E*TRADEInvestment Firms51%-6
241CIGNAHealth Plans50%3
241BudgetRental Cars50%-3
241Super 8Hotels50%-11
241United HealthcareHealth Plans50%3
241AT&TInternet Service50%3
241SonyComputers & Tablets50%-9
241ACE Rent A CarRental Cars50%-2
248Bright House NetworksTV Service49%1
248Fox Rent A CarRental Cars49%-4
248CadillacAuto Dealers49%-8
248Coventry Health CareHealth Plans49%2
248Advantage Rent-A-CarRental Cars49%-3
253Charter CommunicationsInternet Service48%0
253Fairfield InnHotels48%-13
253HumanaHealth Plans48%1
253Time Warner CableInternet Service48%0
253US AirwaysAirlines48%-8
253Charter CommunicationsTV Service48%1
253Commonwealth EdisonUtilities48%-9
253MedicareHealth Plans48%1
253Capital One 360Investment Firms48%-10
253ToshibaMajor Appliances48%-6
253BCBS plan not listedHealth Plans48%1
264American FamilyInsurance Carriers47%-15
264GMAuto Dealers47%-11
264AnthemHealth Plans47%0
264CablevisionInternet Service47%0
26421st CenturyInsurance Carriers47%-14
264VerizonTV Service47%0
270Time Warner CableTV Service46%-2
270BlackboardSoftware Firms46%-12
270HaierMajor Appliances46%-9
270Days InnHotels46%-14
274HitachiMajor Appliances45%-9
274ChryslerAuto Dealers45%-12
274ThriftyRental Cars45%-7
274HSBCCredit Cards45%-17
278Columbia Natural GasUtilities44%-14
278eMachinesComputers & Tablets44%-15
278VolkswagenAuto Dealers44%-13
278CompaqComputers & Tablets44%-14
282AT&TTV Service43%-4
283Motel 6Hotels41%-20
284Spirit AirlinesAirlines40%-16
284ComcastInternet Service40%-7
284Blue Shield of CaliforniaHealth Plans40%-7
284MedicaidHealth Plans40%-7
288EmpireHealth Plans38%-9
289ComcastTV Service37%-11
289CareFirstHealth Plans37%-10
289HighmarkHealth Plans37%-9
292DollarRental Cars36%-16
293Health NetHealth Plans32%-15
294FujitsuMajor Appliances29%-26

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

2015 TEMKIN EXPERIENCE RATINGS

To generate the 2015 TxR, we asked 10,000 U.S. consumers to rate their recent interactions with 293 companies across 20 industries. You can download a free copy of the research report and visit the Customer Experience Matters blog to see detailed posts on individual industries. You can also purchase the dataset for $395+.

RankCompanyIndustryTemkin Experience Ratings (TxR)Company TxR vs Industry TxR
1PublixSupermarket Chain85%6
2AldiSupermarket Chain84%5
2H.E.B.Supermarket Chain84%5
4Chick-fil-AFast Food82%6
4Amazon.comRetailer82%7
4PetSmartRetailer82%7
4Trader Joe'sSupermarket Chain82%4
8A credit unionBank81%10
8USAABank81%11
8Papa John'sFast Food81%5
8WalgreensRetailer81%6
8Hannaford'sSupermarket Chain81%2
13USAACredit Cards80%12
13Dairy QueenFast Food80%4
13Panera BreadFast Food80%3
13Sonic Drive-InFast Food80%3
13SubwayFast Food80%3
13Hy-VeeSupermarket Chain80%1
19Bed Bath & BeyondRetailer79%5
19CostcoRetailer79%4
19Lowe'sRetailer79%5
22RegionsBank78%7
22Dunkin' DonutsFast Food78%2
22Pizza HutFast Food78%2
22Popeye's Louisiana KitchenFast Food78%2
22Taco BellFast Food78%1
22Advance Auto PartsRetailer78%4
22O'Reilly Auto PartsRetailer78%4
22Food LionSupermarket Chain78%-1
22KrogerSupermarket Chain78%-1
22ShopRiteSupermarket Chain78%-1
22Whole FoodsSupermarket Chain78%-1
33Chipotle Mexican GrillFast Food77%0
33StarbucksFast Food77%1
33Wendy'sFast Food77%0
33BJ's Wholesale ClubRetailer77%3
33Dollar TreeRetailer77%2
33Home DepotRetailer77%3
33Rite AidRetailer77%2
33AlbertsonsSupermarket Chain77%-1
41AmazonComputers and Tablets76%13
41Arby'sFast Food76%0
41Ace HardwareRetailer76%2
41AutoZoneRetailer76%1
41Barnes & NobleRetailer76%1
41CVSRetailer76%2
41Dollar GeneralRetailer76%1
41Sam's ClubRetailer76%2
41Giant EagleSupermarket Chain76%-3
41Stop & ShopSupermarket Chain76%-3
41WegmansSupermarket Chain76%-3
52JetBlue AirlinesAirline75%12
52Little Caesar'sFast Food75%-1
52MarriottHotel75%9
52USAAInsurance Carrier75%10
52JCPenneyRetailer75%0
52QVCRetailer75%1
52StaplesRetailer75%1
52SafewaySupermarket Chain75%-4
60Domino'sFast Food74%-2
60KFCFast Food74%-3
60Panda ExpressFast Food74%-3
60Courtyard By MarriottHotel74%7
60SheratonHotel74%8
60UPSParcel Delivery74%1
60eBayRetailer74%0
60Family DollarRetailer74%-1
60Kohl'sRetailer74%-1
60NordstromRetailer74%0
60Office DepotRetailer74%-1
60OfficeMaxRetailer74%-1
60TargetRetailer74%-1
60Victoria SecretRetailer74%-1
60Georgia PowerUtility74%12
60Southern California Gas CompanyUtility74%12
76LexusAuto Dealer73%10
76ChaseBank73%2
76CitizensBank73%2
76PNCBank73%2
76SunTrust BankBank73%3
76American ExpressCredit Cards73%6
76DiscoverCredit Cards73%6
76Burger KingFast Food73%-3
76Hampton InnHotel73%7
76FedExParcel Delivery73%0
76U.S. Postal ServiceParcel Delivery73%0
76MarshallsRetailer73%-1
76T.J. MaxxRetailer73%-1
89Southwest AirlinesAirline72%9
89Capital One 360Bank72%1
89TD BankBank72%1
89U.S. BankBank72%1
89HardeesFast Food72%-4
89McDonaldsFast Food72%-5
89HiltonHotel72%6
89HyattHotel72%6
89Fidelity InvestmentsInvestment Firm72%8
89Macy'sRetailer72%-2
89Old NavyRetailer72%-2
100ToyotaAuto Dealer71%7
100State FarmInsurance Carrier71%5
1007-ElevenRetailer71%-3
100Apple Retail StoreRetailer71%-3
100Toys 'R' UsRetailer71%-3
105GEICOInsurance Carrier70%4
105RossRetailer70%-5
105True ValueRetailer70%-4
105Wal-MartRetailer70%-5
109Alaska AirlinesAirline69%7
109Delta AirlinesAirline69%7
109HondaAuto Dealer69%5
109BarclaycardCredit Cards69%1
109Holiday Inn ExpressHotel69%2
109Residence InnHotel69%3
109Charles SchwabInvestment Firm69%5
109AlamoRental Cars69%9
109Foot LockerRetailer69%-5
109KmartRetailer69%-6
119AppleComputers and Tablets68%6
119ChaseCredit Cards68%1
119La Quinta InnHotel68%2
119ProgressiveInsurance Carrier68%2
119The HartfordInsurance Carrier68%2
119VanguardInvestment Firm68%4
119Best BuyRetailer68%-7
119GameStopRetailer68%-6
119Florida Power & LightUtility68%6
128Bank of AmericaBank67%-4
128Capital OneBank67%-4
128Jack in the BoxFast Food67%-9
128TriCareHealth Plan67%13
128WestinHotel67%1
128EnterpriseRental Cars67%7
128Southern California EdisonUtility67%5
128Virgin MobileWireless Carrier67%6
136NissanAuto Dealer66%2
136Fifth ThirdBank66%-5
136Wells FargoBank66%-4
136Capital OneCredit Cards66%-1
136CitigroupCredit Cards66%-1
136U.S. BankCredit Cards66%-1
136Kaiser PermanenteHealth Plan66%11
136Embassy SuitesHotel66%0
136Holiday InnHotel66%0
136AllstateInsurance Carrier66%1
136ScottradeInvestment Firm66%2
136GapRetailer66%-8
136AppleSoftware Firm66%6
136GoogleSoftware Firm66%5
136Bi-LoSupermarket Chain66%-12
151SamsungMajor Appliances65%5
151BMWAuto Dealer65%2
151ChevroletAuto Dealer65%1
151Comfort InnHotel65%-2
151Ameriprise FinancialInvestment Firm65%1
151NationalRental Cars65%5
151T-MobileWireless Carrier65%4
158ElectroluxMajor Appliances64%3
158WhirlpoolMajor Appliances64%4
158FordAuto Dealer64%1
158Hewlett-PackardComputers and Tablets64%1
158Best WesternHotel64%-3
158Fairfield InnHotel64%-2
158A credit unionInvestment Firm64%0
158SearsRetailer64%-10
158IntuitSoftware Firm64%3
158Dominion Virginia PowerUtility64%2
168Virgin AmericaAirline63%0
168KenmoreMajor Appliances63%3
168DodgeAuto Dealer63%-1
168MazdaAuto Dealer63%-1
168Mercedes-BenzAuto Dealer63%-1
168Bank of AmericaCredit Cards63%-4
168HumanaHealth Plan63%8
168DoubletreeHotel63%-3
168Quality InnHotel63%-4
168AAAInsurance Carrier63%-2
168Edward JonesInvestment Firm63%-1
168Merrill LynchInvestment Firm63%-1
168DHLParcel Delivery63%-10
168RadioShackRetailer63%-12
168SymantecSoftware Firm63%3
168Commonwealth EdisonUtility63%1
168DTE Energy Electric CompanyUtility63%1
168PSE&GUtility63%1
168TracFoneWireless Carrier63%2
187LGMajor Appliances62%2
187BuickAuto Dealer62%-2
187HyundaiAuto Dealer62%-2
187CitibankBank62%-9
187NationwideInsurance Carrier62%-3
187TravelersInsurance Carrier62%-4
187Morgan Stanley Smith BarneyInvestment Firm62%-2
187Wells Fargo AdvisorsInvestment Firm62%-2
187ACE Rent A CarRental Cars62%2
187HertzRental Cars62%2
187US CellularWireless Carrier62%0
187Verizon WirelessWireless Carrier62%1
199CadillacAuto Dealer61%-2
199VolkswagenAuto Dealer61%-2
199BB&TBank61%-10
199Wells FargoCredit Cards61%-6
199American FamilyInsurance Carrier61%-5
199Liberty MutualInsurance Carrier61%-4
199SonySoftware Firm61%1
199Cablevision OptimumTV Service61%9
207KiaAuto Dealer60%-3
207Barnes & NobleComputers and Tablets60%-3
207SonyComputers and Tablets60%-3
207ToshibaComputers and Tablets60%-3
207Super 8Hotel60%-6
207OptimumInternet Service60%9
207DirecTVTV Service60%8
207Duke Energy ProgressUtility60%-2
207Pacific Gas and Electric CompanyUtility60%-2
207AT&TWireless Carrier60%-1
207MetroPCSWireless Carrier60%-1
218HaierMajor Appliances59%-2
218GMAuto Dealer59%-4
218MedicareHealth Plan59%4
218United HealthcareHealth Plan59%4
218FarmersInsurance Carrier59%-7
218AOLInternet Service59%8
218TD AmeritradeInvestment Firm59%-4
218MicrosoftSoftware Firm59%-1
226PNCCredit Cards58%-10
226MetLifeInsurance Carrier58%-8
226AvisRental Cars58%-2
226McAfeeSoftware Firm58%-2
230American AirlinesAirline57%-6
230BoschMajor Appliances57%-3
230SubaruAuto Dealer57%-6
230AcerComputers and Tablets57%-5
230DellComputers and Tablets57%-6
230Crowne PlazaHotel57%-10
230Days InnHotel57%-9
230VerizonInternet Service57%6
230E*TRADEInvestment Firm57%-7
230BudgetRental Cars57%-3
230ActivisionSoftware Firm57%-3
230VerizonTV Service57%5
242United AirlinesAirline56%-7
242JeepAuto Dealer56%-8
242CablevisionInternet Service56%5
245US AirwaysAirline55%-7
245AsusComputers and Tablets55%-8
245LenovoComputers and Tablets55%-8
245Cox CommunicationsInternet Service55%4
245Capital One 360Investment Firm55%-9
245Advantage Rent-A-CarRental Cars55%-5
245Bright House NetworksTV Service55%3
245SprintWireless Carrier55%-6
253ChryslerAuto Dealer54%-10
253HSBCCredit Cards54%-13
253AT&TInternet Service54%3
253Charter CommunicationsInternet Service54%2
253AdobeSoftware Firm54%-6
253AT&TTV Service54%2
253Dish NetworkTV Service54%2
253Consumers Energy CompanyUtility54%-8
261AudiAuto Dealer53%-11
261BCBS plan not listedHealth Plan53%-1
261Motel 6Hotel53%-13
264AirTran AirwaysAirline52%-10
264ToshibaMajor Appliances52%-9
264AetnaHealth Plan52%-2
264AnthemHealth Plan52%-2
264BCBS of MichiganHealth Plan52%-3
264AmicaInsurance Carrier52%-13
270MedicaidHealth Plan51%-3
27021st CenturyInsurance Carrier51%-14
270CenturyLinkInternet Service51%-1
270Cox CommunicationsTV Service51%-1
274CIGNAHealth Plan50%-4
274FrontierInternet Service50%-1
274ThriftyRental Cars50%-11
277Ramada InnHotel49%-17
278Blue Shield of CaliforniaHealth Plan48%-6
278Charter CommunicationsTV Service48%-4
278Time Warner CableTV Service48%-4
281Spirit AirlinesAirline47%-16
281HitachiMajor Appliances47%-13
281BCBS of FloridaHealth Plan47%-8
281Time WarnerInternet Service47%-5
281DollarRental Cars47%-13
281BlackboardSoftware Firm47%-13
281Consolidated Edison Company of New YorkUtility47%-15
288Health NetHealth Plan46%-8
289FujitsuMajor Appliances45%-15
289ComcastInternet Service45%-6
291ComcastTV Service43%-9
292Fox Rent A CarRental Cars42%-18
293Coventry Health CareHealth Plan39%-16

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

2014 TEMKIN EXPERIENCE RATINGS

To generate the 2014 TxR, we asked 10,000 U.S. consumers to rate their recent interactions with 268 companies across 19 industries. You can download a free copy of the research report and visit the Customer Experience Matters blog to see detailed posts on individual industries. You can also purchase the dataset for $395.

RankCompanyIndustryTemkin Experience Ratings (TxR)Company TxR vs Industry TxR
1H.E.B.Grocery Chains88%9
2Trader Joe'sGrocery Chains84%5
3Chick-fil-AFast Foods83%5
3PublixGrocery Chains83%4
5AldiGrocery Chains82%2
5Food LionGrocery Chains82%3
5Sonic Drive-InFast Foods82%4
8A credit unionBanks81%10
8Dairy QueenFast Foods81%2
8KrogerGrocery Chains81%2
8Piggly WigglyGrocery Chains81%2
8RegionsBanks81%10
8Sam's ClubRetailers81%8
8StarbucksFast Foods81%3
15AlbertsonsGrocery Chains80%1
15Amazon.comRetailers80%8
15Burger KingFast Foods80%2
15Little Caesar'sFast Foods80%2
15SubwayFast Foods80%1
15TD BankBanks80%9
15USAABanks80%9
22Ace HardwareRetailers79%6
22BJ's Wholesale ClubRetailers79%6
22CostcoRetailers79%7
22Domino'sFast Foods79%1
22PetSmartRetailers79%6
22Pizza HutFast Foods79%0
22Wendy'sFast Foods79%0
29Dollar TreeRetailers78%5
29Lowe'sRetailers78%5
29Save-a-LotGrocery Chains78%-1
29USAAInsurance Carriers78%10
33Arby'sFast Foods77%-1
33Barnes & NobleRetailers77%4
33Home DepotRetailers77%4
33Hy-VeeGrocery Chains77%-2
33ShopRiteGrocery Chains77%-3
33Taco BellFast Foods77%-2
33USAACredit Cards77%9
40AutoZoneRetailers76%3
40Dunkin' DonutsFast Foods76%-3
40HardeesFast Foods76%-2
40Jack in the BoxFast Foods76%-2
40KFCFast Foods76%-2
40Stop & ShopGrocery Chains76%-3
40True ValueRetailers76%4
40WalgreensRetailers76%3
40Winn-DixieGrocery Chains76%-3
49Advance Auto PartsRetailers75%2
49Charles SchwabInvestments75%7
49Family DollarRetailers75%3
49Fidelity InvestmentsInvestments75%7
49McDonaldsFast Foods75%-4
49QuiznosFast Foods75%-3
49QVCRetailers75%2
49Rite AidRetailers75%2
49UPSParcel Delivery75%2
49Whole FoodsGrocery Chains75%-5
59Bed Bath & BeyondRetailers74%2
59BuickAuto Dealers74%8
59FedExParcel Delivery74%1
59ING DirectBanks74%3
59LexusAuto Dealers74%7
59NordstromRetailers74%2
59O'Reilly Auto PartsRetailers74%1
59SafewayGrocery Chains74%-5
59State FarmInsurance Carriers74%7
59SunTrust BankBanks74%3
59ToyotaAuto Dealers74%8
70Baskin RobbinsFast Foods73%-5
70Best BuyRetailers73%1
70Giant EagleGrocery Chains73%-6
70SubaruAuto Dealers73%7
70T.J. MaxxRetailers73%1
70TD AmeritradeInvestments73%5
70U.S. BankBanks73%2
77JCPenneyRetailers72%0
77OfficeMaxRetailers72%-1
77Old NavyRetailers72%-1
77TargetRetailers72%-1
77US Postal ServiceParcel Delivery72%-1
77VanguardInvestments72%4
837-ElevenRetailers71%-2
83American ExpressCredit Cards71%3
83ChaseBanks71%0
83DiscoverCredit Cards71%3
83Edward JonesInvestments71%3
83MarshallsRetailers71%-2
83Office DepotRetailers71%-2
83Orange JuliusFast Foods71%-7
83PNCBanks71%0
83RossRetailers71%-2
83Southwest AirlinesAirlines71%10
83StaplesRetailers71%-1
83Wells FargoBanks71%0
96CVSRetailers70%-3
96Dollar GeneralRetailers70%-3
96eBayRetailers70%-3
96GEICOInsurance Carriers70%3
96HyundaiAuto Dealers70%4
96Kohl'sRetailers70%-2
102A credit unionInvestments69%1
102AllstateInsurance Carriers69%1
102Best WesternHotels69%9
102Capital OneCredit Cards69%1
102SymantecSoftware69%6
102The HartfordInsurance Carriers69%1
102Wal-MartRetailers69%-3
109Ameriprise FinancialInvestments68%1
109AppleSoftware68%5
109BarclaycardCredit Cards68%1
109ChaseCredit Cards68%0
109FordAuto Dealers68%2
109Kaiser PermanenteHealth Plans68%11
109Macy'sRetailers68%-4
109Toys 'R' UsRetailers68%-5
109U.S. BankCredit Cards68%0
109Wells FargoCredit Cards68%0
119AAAInsurance Carriers67%-1
119AppleComputers67%5
119Apple StoreRetailers67%-5
119ChevroletAuto Dealers67%1
119CitizensBanks67%-4
119HondaAuto Dealers67%1
119KmartRetailers67%-5
119La Quinta InnHotels67%7
119Mercedes-BenzAuto Dealers67%1
119SearsRetailers67%-5
119TracFoneWireless Carriers67%5
119WhirlpoolMajor Appliances67%6
131Capital OneBanks66%-5
131CitigroupCredit Cards66%-2
131E*TRADEInvestments66%-2
131GameStopRetailers66%-7
131ProgressiveInsurance Carriers66%-2
136A&PGrocery Chains65%-14
136Alaska AirlinesAirlines65%4
136AOLInternet Service65%9
136BMWAuto Dealers65%-2
136GoogleSoftware65%2
136Morgan Stanley Smith BarneyInvestments65%-3
136SheratonHotels65%6
136TravelersInsurance Carriers65%-3
144AdvantageRental Cars64%5
144AT&TWireless Carriers64%1
144AudiAuto Dealers64%-3
144Bank of AmericaCredit Cards64%-3
144CadillacAuto Dealers64%-2
144CitibankBanks64%-7
144Courtyard By MarriottHotels64%4
144EarthLinkInternet Service64%9
144EnterpriseRental Cars64%5
144GapRetailers64%-8
144Hewlett-PackardComputers64%2
144Holiday Inn ExpressHotels64%4
144MarriottHotels64%4
144MicrosoftSoftware64%1
144T-MobileWireless Carriers64%2
144Virgin MobileWireless Carriers64%1
160Bank of AmericaBanks63%-8
160Bright House NetworksTV Service63%8
160Delta/Northwest AirlinesAirlines63%2
160ElectroluxMajor Appliances63%2
160Hampton InnHotels63%3
160HumanaHealth Plans63%7
160ING DirectInvestments63%-5
160IntuitSoftware63%0
160Liberty MutualInsurance Carriers63%-4
160MetLifeInsurance Carriers63%-5
160NationwideInsurance Carriers63%-5
160NissanAuto Dealers63%-4
160SonySoftware63%0
160Verizon WirelessWireless Carriers63%0
174American AirlinesAirlines62%0
174Comfort InnHotels62%2
174Cox CommunicationsInternet Service62%6
174DirecTVTV Service62%8
174Foot LockerRetailers62%-11
174HiltonHotels62%2
174LGMajor Appliances62%1
174MazdaAuto Dealers62%-4
174MedicareHealth Plans62%6
174ScottradeBanks62%-9
174TriCareHealth Plans62%6
184AcerComputers61%0
184BudgetRental Cars61%2
184Fairfield InnHotels61%1
184FarmersInsurance Carriers61%-7
184GMAuto Dealers61%-5
184JeepAuto Dealers61%-6
184LenovoComputers61%-1
184Merrill LynchInvestments61%-7
184SamsungMajor Appliances61%1
184ToshibaComputers61%0
184United AirlinesAirlines61%0
184VolkswagenAuto Dealers61%-5
196AlamoRental Cars60%1
196Dish NetworkTV Service60%6
196Fifth ThirdBanks60%-11
196GEMajor Appliances60%0
196Holiday InnHotels60%0
196JetBlue AirlinesAirlines60%-1
196McAfeeSoftware60%-2
196RadioShackRetailers60%-13
204DellComputers59%-2
204eMachinesComputers59%-3
204GatewayComputers59%-2
204United HealthcareHealth Plans59%3
208Blue Shield of CAHealth Plans58%2
208BoschMajor Appliances58%-3
208CablevisionInternet Service58%3
208Cox CommunicationTV Service58%4
208HyattHotels58%-2
208MetroPCSWireless Carriers58%-4
208NationalRental Cars58%-2
208ScottradeInvestments58%-10
208ToshibaMajor Appliances58%-3
208Wells Fargo AdvisorsInvestments58%-10
218ActivisionSoftware57%-6
218AdobeSoftware57%-6
218AetnaHealth Plans57%1
218AT&TInternet Service57%1
218AvisRental Cars57%-2
218KiaAuto Dealers57%-9
218SprintWireless Carriers57%-5
218VerizonInternet Service57%2
226AirTran AirwaysAirlines56%-5
226American FamilyInsurance Carriers56%-11
226FujitsuMajor Appliances56%-4
226HertzRental Cars56%-3
226HSBCBanks56%-15
226Optimum (iO)/CablevisionTV Service56%2
23221st CenturyInsurance Carriers55%-12
232Charter CommunicationsInternet Service55%-1
232CompaqComputers55%-7
232DodgeAuto Dealers55%-12
232HaierMajor Appliances55%-6
232Health NetHealth Plans55%-2
232MSNInternet Service55%-1
232SonyComputers55%-7
232Time WarnerInternet Service55%0
241BlackboardSoftware54%-9
241CIGNAHealth Plans54%-3
241DollarRental Cars54%-5
241VerizonTV Service54%-1
241WestinHotels54%-6
246Anthem (BCBS)Health Plans53%-4
246AT&TTV Service53%-1
246DHLParcel Delivery53%-20
246QwestInternet Service53%-3
246Residence InnHotels53%-7
251HitachiMajor Appliances52%-9
251Time Warner CableTV Service52%-2
251US AirwaysAirlines52%-9
254Days InnHotels51%-9
254HSBCCredit Cards51%-17
256ChryslerAuto Dealers50%-17
256Crowne PlazaHotels50%-10
258CareFirst (BCBS)Health Plans48%-8
258Charter CommunicationsTV Service48%-6
260ComcastInternet Service47%-9
260ComcastTV Service47%-7
260Motel 6Hotels47%-13
260Super 8Hotels47%-13
264US CellularWireless Carriers46%-17
265MedicaidHealth Plans45%-11
266Highmark (BCBS)Health Plans44%-12
267Empire (BCBS)Health Plans42%-14
268Coventry Health CareHealth Plans41%-16

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

2013 TEMKIN EXPERIENCE RATINGS

To generate the 2013 TxR, we asked 10,000 U.S. consumers to rate their recent interactions with 246 companies across 19 industries. You can download a free copy of the research report and visit the Customer Experience Matters blog to see detailed posts on individual industries. You can also purchase the dataset for $395.

RankCompanyIndustryTemkin Experience Ratings (TxR)Company TxR vs Industry TxR
1PublixGrocery chain84%6
2Trader Joe'sGrocery chain83%5
3AldiGrocery chain82%4
3Chick-fil-AFast food chain82%6
5Amazon.comRetailer81%7
5Sam's ClubRetailer81%7
7Ace HardwareRetailer80%6
7Dunkin' DonutsFast food chain80%4
7H.E.B.Grocery chain80%2
7Little Caesar'sFast food chain80%3
7Save-a-LotGrocery chain80%2
7Sonic Drive-InFast food chain80%3
13A credit unionBank79%11
13Arby'sFast food chain79%3
13CostcoRetailer79%5
13Hy-VeeGrocery chain79%1
13NordstromRetailer79%6
13ShopRiteGrocery chain79%1
13SubwayFast food chain79%3
20BJ's Wholesale ClubRetailer78%4
20Dairy QueenFast food chain78%2
20Dollar TreeRetailer78%4
20Jack in the BoxFast food chain78%2
20KrogerGrocery chain78%-1
20PetSmartRetailer78%4
20StarbucksFast food chain78%1
20USAABank78%9
20WalgreensRetailer78%4
29AlbertsonsGrocery chain77%-1
29AutoZoneRetailer77%3
29Giant EagleGrocery chain77%-1
29Home DepotRetailer77%4
29SafewayGrocery chain77%-1
29USAAInsurance carrier77%12
29Winn-DixieGrocery chain77%-2
36Bed Bath & BeyondRetailer76%3
36Domino'sFast food chain76%-1
36Family DollarRetailer76%2
36Office DepotRetailer76%2
36Pizza HutFast food chain76%0
36QVCRetailer76%2
36StaplesRetailer76%3
36TargetRetailer76%2
36Whole FoodsGrocery chain76%-3
45Burger KingFast food chain75%-1
45Dollar GeneralRetailer75%1
45FedExParcel delivery service75%1
45Food LionGrocery chain75%-4
45MarriottHotel chain75%9
45Piggly WigglyGrocery chain75%-4
45QuiznosFast food chain75%-1
45Rite AidRetailer75%1
53Barnes & NobleRetailer74%0
53Charles SchwabInvestment firm74%9
53CVSRetailer74%0
53HardeesFast food chain74%-2
53ING DirectBank74%5
53O'Reilly Auto PartsRetailer74%1
53Old NavyRetailer74%0
53SearsRetailer74%0
53TD BankBank74%6
53UPSParcel delivery service74%0
53Wendy'sFast food chain74%-2
64Kohl'sRetailer73%-1
64OfficeMaxRetailer73%-1
64State FarmInsurance carrier73%8
64Stop & ShopGrocery chain73%-5
64SunTrust BankBank73%4
64Toys 'R' UsRetailer73%-1
64True ValueRetailer73%-1
64US Postal ServiceParcel delivery service73%-1
72Advance Auto PartsRetailer72%-2
72KmartRetailer72%-2
72La QuintaHotel chain72%7
72Lowe'sRetailer72%-1
72Macy'sRetailer72%-2
72Taco BellFast food chain72%-4
787-ElevenRetailer71%-2
78AdvantageRental car agency71%10
78Courtyard By MarriottHotel chain71%5
78eBayRetailer71%-3
78Fidelity InvestmentsInvestment firm71%7
78GameStopRetailer71%-2
78Holiday Inn ExpressHotel chain71%6
78McDonaldsFast food chain71%-5
78PNCBank71%2
78ToyotaAuto dealer71%7
78TriCareHealth plan71%16
89American ExpressCredit card issuer70%6
89Fifth ThirdBank70%1
89Hampton InnHotel chain70%5
89HiltonHotel chain70%5
89MarshallsRetailer70%-4
89US BancorpBank70%1
89USAACredit card issuer70%7
96Ameriprise FinancialInvestment firm69%4
96Best WesternHotel chain69%4
96RegionsBank69%1
96TD AmeritradeInvestment firm69%4
100Alaska AirlinesAirline68%9
100DiscoverCredit card issuer68%5
100JCPenneyRetailer68%-5
100NationwideInsurance carrier68%3
100Southwest AirlinesAirline68%8
100VanguardInvestment firm68%3
100Wal-MartRetailer68%-6
107Best BuyRetailer67%-7
107Edward JonesInvestment firm67%2
107GapRetailer67%-7
107GoogleSoftware firm67%5
107HyattHotel chain67%2
107KFCFast food chain67%-9
107RossRetailer67%-7
107T.J. MaxxRetailer67%-7
115Apple (for software)Software firm66%3
115ChaseBank66%-2
115CitibankBank66%-3
115FordAuto dealer66%2
115GEICOInsurance carrier66%1
115HondaAuto dealer66%1
115TracFoneWireless carrier66%6
115US BankCredit card issuer66%2
123AirTran AirwaysAirline65%5
123AllstateInsurance carrier65%0
123AOLInternet service provider65%10
123ChaseCredit card issuer65%1
123ChevroletAuto dealer65%1
123CitizensBank65%-4
123ElectroluxAppliance maker65%6
123EnterpriseRental car agency65%4
123Kaiser PermanenteHealth plan65%10
123MicrosoftSoftware firm65%3
123Wells FargoBank65%-3
134A credit unionInvestment firm64%-1
134AppleComputer maker64%4
134Comfort InnHotel chain64%-1
134HyundaiAuto dealer64%0
134JetBlue AirlinesAirline64%4
134ProgressiveInsurance carrier64%-1
134SamsungAppliance maker64%5
134SymantecSoftware firm64%2
142AvisRental car agency63%3
142Bank of AmericaBank63%-5
142Delta/Northwest AirlinesAirline63%3
142HertzRental car agency63%3
142Merrill LynchInvestment firm63%-2
142MetLifeInsurance carrier63%-2
142ScottradeInvestment firm63%-2
142Wells FargoCredit card issuer63%-1
150AAAInsurance carrier62%-3
150ActivisionSoftware firm62%0
150Apple StoreRetailer62%-11
150Bank of AmericaCredit card issuer62%-2
150Capital OneBank62%-7
150FarmersInsurance carrier62%-3
150Hewlett-PackardComputer maker62%2
150The HartfordInsurance carrier62%-3
150TravelersInsurance carrier62%-3
150Verizon WirelessWireless carrier62%2
160BlackboardSoftware firm61%-2
160CitigroupCredit card issuer61%-2
160GEAppliance maker61%2
160Holiday InnHotel chain61%-5
160IntuitSoftware firm61%-2
160Virgin MobileWireless carrier61%1
166AcerComputer maker60%0
166AdobeSoftware firm60%-2
166BMWAuto dealer60%-4
166Bright House NetworksTV service provider60%6
166CablevisionInternet service provider60%5
166ChryslerAuto dealer60%-4
166DellComputer maker60%0
166Dish Network/EchoStarTV service provider60%6
166DodgeAuto dealer60%-4
166Fairfield InnHotel chain60%-6
166ING DirectInvestment firm60%-5
166MetroPCSWireless carrier60%0
166Quality InnHotel chain60%-5
166SonySoftware firm60%-3
166US CellularWireless carrier60%1
166WhirlpoolAppliance maker60%1
182AT&TWireless carrier59%-1
182Capital OneCredit card issuer59%-5
182CompaqComputer maker59%-1
182Coventry Health CareHealth plan59%4
182GatewayComputer maker59%-1
182NissanAuto dealer59%-5
182Optimum (iO)/CablevisionTV service provider59%6
182ToshibaComputer maker59%-1
182Wells Fargo AdvisorsInvestment firm59%-5
191American FamilyInsurance carrier58%-7
191BoschAppliance maker58%-1
191DirecTVTV service provider58%4
191E*TRADEInvestment firm58%-7
191KiaAuto dealer58%-6
191MedicareHealth plan58%3
191RadioShackRetailer58%-16
191Road RunnerInternet service provider58%3
191SprintWireless carrier58%-2
200Continental AirlinesAirline57%-2
200Crowne PlazaHotel chain57%-9
200HSBCBank57%-12
203Anthem (BCBS)Health plan56%2
203AT&TInternet service provider56%1
203eMachinesComputer maker56%-4
203Liberty MutualInsurance carrier56%-9
203T-MobileWireless carrier56%-4
208CoxInternet service provider55%0
208LGAppliance maker55%-4
208ToshibaAppliance maker55%-4
208United AirlinesAirline55%-5
208VerizonInternet service provider55%0
213AetnaHealth plan54%-1
213American AirlinesAirline54%-6
213HSBCCredit card issuer54%-10
213LenovoComputer maker54%-6
213McAfeeSoftware firm54%-9
213Morgan Stanley Smith BarneyInvestment firm54%-11
213MSNInternet service provider54%-2
213SonyComputer maker54%-6
213United HealthcareHealth plan54%-1
222CIGNAHealth plan53%-2
222ComcastTV service provider53%-1
222Motel 6Hotel chain53%-12
222QwestInternet service provider53%-3
222VerizonTV service provider53%-1
227AlamoRental car agency52%-8
227BudgetRental car agency52%-9
227ComcastInternet service provider52%-3
227DollarRental car agency52%-8
227EarthLinkInternet service provider52%-4
232AT&TTV service provider51%-3
232Blue Shield of CaliforniaHealth plan51%-4
232CareFirst (BCBS)Health plan51%-3
232Charter CommunicationsInternet service provider51%-4
232Cox CommunicationsTV service provider51%-2
232Health NetHealth plan51%-4
232HumanaHealth plan51%-3
239Charter CommunicationsTV service provider50%-4
239Highmark (BCBS)Health plan50%-5
239MedicaidHealth plan50%-5
24221st CenturyInsurance carrier49%-16
242Empire (BCBS)Health plan49%-6
244Days InnHotel chain48%-17
244Time Warner CableTV service provider48%-6
246US AirwaysAirline45%-15

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

2012 TEMKIN EXPERIENCE RATINGS

To generate the 2012 TxR, we asked 10,000 U.S. consumers to rate their recent interactions with 206 companies across 18 industries. You can download a free copy of the research report and visit the Customer Experience Matters blog to see detailed posts on individual industries. You can also purchase the dataset for $395.

RankCompanyIndustryTemkin Experience Ratings (TxR)Company TxR vs Industry TxR
1Sam's ClubRetail85%13
2PublixGrocery81%5
3Credit unionsBank80%15
3Chik-fil-AFast Food80%6
3StarbucksFast Food80%6
3SubwayFast Food80%6
3Winn-DixieGrocery80%4
3H.E.B.Grocery80%4
3AldiGrocery80%4
10Sonic Drive-InFast Food78%4
10ShopRiteGrocery78%2
10KrogerGrocery78%2
10Amazon.comRetail78%6
14PNCBank77%12
14Pizza HutFast Food77%2
14WalgreensRetail77%5
14TargetRetail77%5
18Arby'sFast Food76%2
18Hy-VeeGrocery76%0
18Whole FoodsGrocery76%0
18BJ's Wholesale ClubRetail76%3
18Lowe'sRetail76%4
23Dunkin' DonutsFast Food75%1
23Taco BellFast Food75%1
23Wendy'sFast Food75%1
23Food LionGrocery75%-2
27Little Caesar'sFast Food74%0
27Giant EagleGrocery74%-3
27Stop & ShopGrocery74%-2
27SafewayGrocery74%-2
27FedExParcel delivery74%1
27JCPenneyRetail74%2
27Home DepotRetail74%2
27CVSRetail74%2
35Southwest AirlinesAirline73%12
35TD BankBank73%8
35USAABank73%8
35USAACredit cards73%13
35Dairy QueenFast Food73%-1
35Save-a-LotGrocery73%-3
35AlbertsonsGrocery73%-4
35USAAInsurance73%8
35UPSParcel delivery73%1
35Rite AidRetail73%1
45ING DirectBank72%7
45AlamoCar rental72%11
45Hampton InnHotel chain72%6
45MarriottHotel chain72%6
45State FarmInsurance72%6
45StaplesRetail72%0
45CostcoRetail72%-1
52KFCFast Food71%-3
52McDonaldsFast Food71%-3
52US Postal ServiceParcel delivery71%-1
52Old NavyRetail71%-1
52Toys 'R' UsRetail71%-1
57ChevroletAuto dealer70%8
57Burger KingFast Food70%-4
57Charles SchwabInvestments70%7
57Kohl'sRetail70%-2
57Wal-MartRetail70%-2
62Jack in the BoxFast Food69%-5
62Courtyard By MarriottHotel chain69%3
62Holiday Inn ExpressHotel chain69%3
62The HartfordInsurance69%3
62Macy'sRetail69%-3
67AirTran AirwaysAirline68%7
67Fifth ThirdBank68%3
67American ExpressCredit cards68%8
67Domino'sFast Food68%-6
67Piggly WigglyGrocery68%-8
67Kaiser PermanenteHealth plan68%16
67Comfort InnHotel chain68%2
67Fidelity InvestmentsInvestments68%5
75BoschAppliances67%5
75WhirlpoolAppliances67%4
75BMWAuto dealer67%5
75ToyotaAuto dealer67%5
75US BankCredit cards67%7
75Best WesternHotel chain67%1
75ProgressiveInsurance67%1
75SearsRetail67%-6
75KmartRetail67%-5
75Best BuyRetail67%-5
85SunTrust BankBank66%1
85Holiday InnHotel chain66%0
85Barnes & NobleRetail66%-6
85TracFoneWireless66%12
89JetBlue AirlinesAirline65%4
89ChaseBank65%-1
89AppleComputer maker65%6
89DiscoverCredit cards65%5
89ChaseCredit cards65%5
89HiltonHotel chain65%-1
89NationwideInsurance65%0
89FarmersInsurance65%-1
89Ameriprise FinancialInvestments65%2
89Edward JonesInvestments65%2
89VanguardInvestments65%2
89Credit unionsInvestments65%2
89eBayRetail65%-7
102Alaska AirlinesAirline64%3
102GEAppliances64%1
102LGAppliances64%1
102BudgetCar rental64%3
102HardeesFast Food64%-10
102HyattHotel chain64%-2
102AllstateInsurance64%-2
102GEICOInsurance64%-2
102Office DepotRetail64%-8
111SamsungAppliances63%0
111US BancorpBank63%-3
111Wells FargoBank63%-3
111HertzCar rental63%3
111AAAInsurance63%-2
111CablevisionInternet service63%8
117ToshibaAppliances62%-1
117HondaAuto dealer62%-1
117CitizensBank62%-3
117EnterpriseCar rental62%1
117LenovoComputer maker62%3
117ToshibaComputer maker62%3
117ING DirectInvestments62%-1
124Hewlett-PackardComputer maker61%2
124Bright House NetworksTV service61%7
124Dish Network/EchoStarTV service61%7
124AT&TWireless61%7
124Verizon WirelessWireless61%7
129RegionsBank60%-5
129Capital OneBank60%-5
129Super 8Hotel chain60%-6
129Liberty MutualInsurance60%-6
129SprintWireless60%6
134FordAuto dealer59%-4
134SonyComputer maker59%0
134Wells FargoCredit cards59%-2
134TriCareHealth plan59%6
134American FamilyInsurance59%-6
134MetLifeInsurance59%-7
134AOLInternet service59%4
134Merrill LynchInvestments59%-4
134E*TRADEInvestments59%-4
134US CellularWireless59%5
134Virgin MobileWireless59%5
145Delta/Northwest AirlinesAirline58%-3
145HSBCBank58%-7
145CompaqComputer maker58%-1
145AcerComputer maker58%-1
145Motel 6Hotel chain58%-8
145DirecTVTV service58%4
151Continental AirlinesAirline57%-4
151AvisCar rental57%-3
151eMachinesComputer maker57%-2
151Bank of AmericaCredit cards57%-4
151TravelersInsurance57%-9
15121st CenturyInsurance57%-9
151VerizonInternet service57%2
151Morgan Stanley Smith BarneyInvestments57%-6
151TD AmeritradeInvestments57%-6
151DHLParcel delivery57%-15
151RadioShackRetail57%-15
151Cox CommunicationTV service57%3
163ChryslerAuto dealer56%-6
163HyundaiAuto dealer56%-7
163NissanAuto dealer56%-7
163DollarCar rental56%-5
163HSBCCredit cards56%-5
163MedicareHealth plan56%3
163Road RunnerInternet service56%1
163AT&TInternet service56%1
171United AirlinesAirline55%-6
171DodgeAuto dealer55%-7
171Bank of AmericaBank55%-10
171AetnaHealth plan55%2
171United HealthcareHealth plan55%2
171Optimum (iO)/CablevisionTV service55%1
171T-MobileWireless55%1
178KiaAuto dealer54%-8
178GatewayComputer maker54%-5
178DellComputer maker54%-5
178Capital OneCredit cards54%-7
178HumanaHealth plan54%1
178QwestInternet service54%-1
178CoxInternet service54%-1
178ComcastInternet service54%0
178Wells Fargo AdvisorsInvestments54%-9
187American AirlinesAirline53%-8
187CitigroupCredit cards53%-7
187MSN (Microsoft Network)Internet service53%-1
190US AirwaysAirline52%-9
190Days InnHotel chain52%-14
190ComcastTV service52%-2
193CitibankBank51%-14
193Empire (BCBS)Health plan51%-2
193VerizonTV service51%-3
193AT&TTV service51%-3
193Time Warner CableTV service51%-3
198Blue Shield of CaliforniaHealth plan50%-2
198CIGNAHealth plan50%-2
200Anthem (BCBS)Health plan48%-4
201MedicaidHealth plan46%-7
202Health NetHealth plan44%-8
202Charter CommunicationsInternet service44%-10
204Highmark (BCBS)Health plan43%-10
205Charter CommunicationsTV service42%-12
206EarthLinkInternet service41%-14

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

2011 TEMKIN EXPERIENCE RATINGS

To generate the 2011 TxR, we asked 10,000 U.S. consumers to rate their recent interactions with 143 companies across 12 industries. You can download a free copy of the research report and visit the Customer Experience Matters blog to see detailed posts on individual industries. You can also purchase the dataset for $395.

RankCompanyIndustryTemkin Experience Ratings (TxR)Company TxR vs Industry TxR
1Amazon.comRetailer81%7
2Kohl'sRetailer80%6
3CostcoRetailer79%5
4Lowe'sRetailer78%4
4Sam's ClubRetailer78%4
6BJs Wholesale ClubRetailer78%4
7WalgreensRetailer77%3
8Old NavyRetailer76%2
9TargetRetailer75%2
10Rite AidRetailer74%0
11JCPenneyRetailer74%0
12MarriottHotel74%8
13Wal-MartRetailer74%0
14CVSRetailer74%0
15HyattHotel73%7
16RegionsBank73%11
17Courtyard By MarriottHotel72%6
18Macy'sRetailer72%-2
19Home DepotRetailer72%-2
20USAAInsurance Company71%12
21SheratonHotel71%5
22Hampton InnHotel71%5
23USAACredit Card Issuer72%10
24SearsRetailer70%-4
25Barnes & NobleRetailer69%-4
25VanguardInvestment Firm69%6
27StaplesRetailer69%-5
28USAABank69%7
29OfficeMaxRetailer68%-5
30Southwest AirlinesAirline68%9
31A credit unionBank68%7
31eBayRetailer68%-6
31Office DepotRetailer68%-6
34BordersRetailer68%-6
34HiltonHotel68%2
36American ExpressCredit Card Issuer68%7
36Edward JonesInvestment Firm68%5
38Fidelity InvestmentsInvestment Firm68%5
39KmartRetailer68%-6
40Holiday Inn ExpressHotel67%1
41Best BuyRetailer67%-7
42TD BankBank67%5
43American FamilyInsurance Company66%7
44DiscoverCredit Card Issuer65%4
45Toys 'R' UsRetailer65%-9
46TriCareHealth Plan65%15
47A credit unionInvestment Firm64%1
48Morgan Stanley Smith BarneyInvestment Firm64%1
49Comfort InnHotel64%-2
50TD AmeritradeInvestment Firm63%0
51ChaseCredit Card Issuer63%2
52Best WesternHotel63%-3
53State FarmInsurance Company63%4
54ING DirectBank63%2
55JetBlue AirlinesAirline63%3
56GapRetailer63%-11
56SunTrust BankBank63%1
58ING DirectInvestment Firm62%-1
59Continental AirlinesAirline62%2
59CoxInternet Service Provider62%9
61Fifth ThirdBank62%1
62AirTran AirwaysAirline62%2
63Charles SchwabInvestment Firm62%-2
64ChaseBank61%0
64Holiday InnHotel61%-5
64PNCBank61%0
67TracFoneWireless Carriers61%3
67Wells Fargo/ Wachovia BankBank61%-1
69CitigroupCredit Card Issuer60%-1
69TravelersInsurance Company60%2
69US BancorpBank60%-1
72Liberty MutualInsurance Company60%2
73The HartfordInsurance Company60%2
74SprintWireless Carriers60%2
75AT&TInternet Service Provider56%3
76Capital OneCredit Card Issuer59%-2
76CitizensBank59%-2
76Road RunnerInternet Service Provider59%6
79ApplePersonal Computer Maker59%4
79ProgressiveInsurance Company59%0
81MetLifeInsurance Company59%0
82Bank of AmericaBank59%-2
82Cox CommunicationTV Service Provider59%9
82Days InnHotel59%-7
85MedicareHealth Plan59%9
86Verizon WirelessWireless Carriers58%0
87GEICOInsurance Company58%0
87US BankCredit Card Issuer58%-3
89E*TRADEInvestment Firm58%-6
90Capital OneBank58%-4
91AcerPersonal Computer Maker57%2
91Optimum (iO)/CablevisionTV Service Provider57%8
93CitibankBank57%-4
93MSN (Microsoft Network)Internet Service Provider57%4
95Kaiser PermanenteHealth Plan57%7
96NationwideInsurance Company57%-2
97Bank of AmericaCredit Card Issuer57%-5
98RadioShackRetailer57%-17
99Hewlett-PackardPersonal Computer Maker56%1
100AT&TWireless Carriers60%2
101Merrill LynchInvestment Firm56%-7
102Wells FargoCredit Card Issuer56%-5
103SonyPersonal Computer Maker56%0
104CompaqPersonal Computer Maker55%0
105Delta/Northwest AirlinesAirline55%-4
105HSBC (including Orchard Bank)Credit Card Issuer55%-6
107American AirlinesAirline55%-4
108AAAInsurance Company55%-4
108Wells Fargo AdvisorsInvestment Firm55%-8
110DellPersonal Computer Maker55%-1
110Super 8Hotel55%-11
112Bright HouseTV Service Provider54%5
113QwestInternet Service Provider54%1
114T-MobileWireless Carriers54%-4
115eMachinesPersonal Computer Maker54%-1
116CablevisionInternet Service Provider53%0
117AllstateInsurance Company53%-6
118US AirwaysAirline53%-7
119Motel 6Hotel52%-14
120DirecTVTV Service Provider52%2
121HSBCBank52%-9
122AOLInternet Service Provider52%-2
123Dish Network/EchostarTV Service Provider51%2
123ToshibaPersonal Computer Maker51%-4
125Virgin MobileWireless Carriers51%-7
126Farmers'Insurance Company51%-8
127United AirlinesAirline50%-9
128Time Warner CableTV Service Provider50%1
129GatewayPersonal Computer Maker50%-6
130AT&TTV Service Provider49%0
131United HealthcareHealth Plan49%-1
132HumanaHealth Plan48%-2
133AetnaHealth Plan48%-2
13421st CenturyInsurance Company48%-11
134MedicaidHealth Plan48%-2
136LenovoPersonal Computer Maker47%-8
137Blue Shield of CaliforniaHealth Plan47%-3
138Charter CommunicationsTV Service Provider46%-3
139ComcastTV Service Provider44%-6
140Charter CommunicationsInternet Service Provider45%-8
141CIGNAHealth Plan44%-6
142ComcastInternet Service Provider46%-7
143Anthem (BCBS)Health Plan40%-10

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