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Temkin Forgiveness Ratings

The Temkin Forgiveness Ratings (TFR) is an openly available loyalty benchmarking metric. Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. The TFR is based on consumer feedback of their recent interactions with companies. We asked consumers how likely they would be to forgive the companies if those firms made a mistake. Responses are on a scale from 1= “extremely unlikely” to 7= “extremely likely,” We calculate TFR 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 Forgiveness Ratings

To generate the 2017 TFR, we asked 10,000 U.S. consumers to rate their recent interactions with 331 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Forgiveness Ratings (TFR)Company TFR vs Insutry TFR
1Advantage Rent-A-CarRental Cars & Transport73%29
2ACE Rent A CarRental Cars & Transport71%27
3Navy Federal Credit UnionBanks70%31
3FujitsuTV & Appliances70%24
5Fox Rent A CarRental Cars & Transport67%23
5AmazonFreshSupermarkets67%18
7Rent-a-WreckRental Cars & Transport66%23
8Alabama Power CompanyUtilities65%21
9Fairfield InnHotels & Rooms64%18
10USAABanks63%24
11HomeAwayHotels & Rooms61%16
11Ameriprise FinancialInvestments61%18
11USAAInsurance61%22
14SonyComputers & Tablets60%15
14Baskin RobbinsFast Food60%19
14HannafordSupermarkets60%11
17ActivisionSoftware Firms59%16
17Mercedes-BenzAuto Dealers59%12
17H-E-BSupermarkets59%10
17Chick-fil-AFast Food59%18
21USAACredit Cards58%23
21AudiAuto Dealers58%12
21Ameren Illinois CompanyUtilities58%14
21Virgin AmericaAirlines58%14
25Apple MusicStreaming Media57%11
25ESPNStreaming Media57%10
27SonySoftware Firms56%13
27SiemensTV & Appliances56%10
29WestinHotels & Rooms55%10
29AmazonComputers & Tablets55%11
29Amazon.comRetailers55%11
29Apple Retail StoreRetailers55%11
29BuickAuto Dealers55%8
29Alaska AirlinesAirlines55%11
29Appalachian Power CompanyUtilities55%11
29HitachiTV & Appliances55%9
37Wawa Food MarketsSupermarkets54%6
37GatewayComputers & Tablets54%9
37WegmansSupermarkets54%5
37Courtyard By MarriottHotels & Rooms54%8
41Barnes & NobleComputers & Tablets53%9
41HBOStreaming Media53%7
41Georgia PowerUtilities53%9
41MitsubishiTV & Appliances53%7
41BoschTV & Appliances53%7
41ElectroluxTV & Appliances53%7
41BMWAuto Dealers53%6
41PublixSupermarkets53%4
41HaierTV & Appliances53%7
41PrudentialInsurance53%14
41Dominion Virginia PowerUtilities53%9
41Food LionSupermarkets53%4
41QVCRetailers53%9
54Barnes & NobleRetailers52%8
54SpotifyStreaming Media52%6
54KrogerSupermarkets52%3
54GMCAuto Dealers52%5
58TXU EnergyUtilities51%7
58ToyotaAuto Dealers51%4
58Michael'sRetailers51%7
58Ameren Missouri CompanyUtilities51%7
58MetLifeInsurance51%12
58AppleComputers & Tablets51%6
58ShowtimeStreaming Media51%4
5821st CenturyInsurance51%12
58AppleSoftware Firms51%7
67Residence InnHotels & Rooms50%5
67CostcoRetailers50%6
67iTunesStreaming Media50%4
67TriCareHealth Plans50%19
67GameStopRetailers50%6
67Amazon Prime MusicStreaming Media50%4
67HSBCCredit Cards50%14
67Holiday InnHotels & Rooms50%4
67Crowne PlazaHotels & Rooms50%4
67Hy-VeeSupermarkets50%1
77National Car RentalRental Cars & Transport49%6
77SonyTV & Appliances49%3
77JetBlue AirlinesAirlines49%5
77HiltonHotels & Rooms49%4
77American ExpressCredit Cards49%14
77VolkswagenAuto Dealers49%2
77RadissonHotels & Rooms49%4
77A credit unionBanks49%9
77ChevroletAuto Dealers49%2
77JeepAuto Dealers49%2
77Winn-DixieSupermarkets49%0
77AldiSupermarkets49%0
77US CellularWireless49%15
77True ValueRetailers49%4
77Southern California EdisonUtilities49%5
77Atmos Energy ServicesUtilities49%5
93Amazon Prime Instant VideoStreaming Media48%2
93TargetRetailers48%4
93DollarRental Cars & Transport48%4
93PanasonicTV & Appliances48%2
93Alamo Rent A CarRental Cars & Transport48%4
93Giant EagleSupermarkets48%-1
93BJ's Wholesale ClubRetailers48%3
93EtsyRetailers48%3
93MarriottHotels & Rooms48%2
93Old NavyRetailers48%3
103Best WesternHotels & Rooms47%2
103ScottradeInvestments47%5
103Family DollarRetailers47%3
103LendingClubInvestments47%5
103Charles SchwabInvestments47%5
103Save-a-LotSupermarkets47%-2
103SamsungTV & Appliances47%1
103StarbucksFast Food47%6
103RegionsBanks47%7
103Home DepotRetailers47%3
103UPSParcel Delivery47%3
103Dunkin' DonutsFast Food47%6
103Macy'sRetailers47%2
116WalgreensRetailers46%2
116Papa John'sFast Food46%6
116American FamilyInsurance46%8
116KFCFast Food46%6
116PandoraStreaming Media46%0
116HondaAuto Dealers46%-1
116Bed Bath & BeyondRetailers46%2
116AAAInsurance46%7
116LGTV & Appliances46%0
116O'Reilly Auto PartsRetailers46%2
116Edward JonesInvestments46%3
116Trader Joe'sSupermarkets46%-3
116Morgan Stanley Smith BarneyInvestments46%3
116CadillacAuto Dealers46%-1
130KiaAuto Dealers45%-1
130Foot LockerRetailers45%1
130Holiday Inn ExpressHotels & Rooms45%0
130GoogleSoftware Firms45%2
130PetSmartRetailers45%1
130Hampton InnHotels & Rooms45%0
130MarshallsRetailers45%1
130Arby'sFast Food45%5
130LexusAuto Dealers45%-2
130NetflixStreaming Media45%-2
130Capital One 360Investments45%3
130GooglePlayStreaming Media45%-2
130Office DepotRetailers45%1
1307-ElevenRetailers45%1
130Southwest AirlinesAirlines45%1
145IHOPFast Food44%4
145Columbia Natural GasUtilities44%1
145HuluStreaming Media44%-2
145Dollar TreeRetailers44%0
145PPL Electric UtilitiesUtilities44%0
145VonsSupermarkets44%-5
145Dick's Sporting GoodsRetailers44%0
145Dollar GeneralRetailers44%0
145PSE&GUtilities44%0
154NissanAuto Dealers43%-3
154Whole FoodsSupermarkets43%-5
154Piggly WigglySupermarkets43%-5
154CenterPoint EnergyUtilities43%-1
154eBayRetailers43%-1
154U.S. Postal ServiceParcel Delivery43%0
154SubaruAuto Dealers43%-3
154Sam's ClubRetailers43%-1
154Pizza HutFast Food43%3
154Little Caesar'sFast Food43%3
154T.J. MaxxRetailers43%-1
154New York LifeInsurance43%4
154WyndhamHotels & Rooms43%-3
167DTE Energy Electric CompanyUtilities42%-1
167Southern California Gas CompanyUtilities42%-2
167NordstromRetailers42%-2
167VizioTV & Appliances42%-4
167Kohl'sRetailers42%-2
167HardeesFast Food42%2
167Stop & ShopSupermarkets42%-7
167Chipotle Mexican GrillFast Food42%1
167MazdaAuto Dealers42%-5
167ShopRiteSupermarkets42%-7
167MicrosoftSoftware Firms42%-2
178SunTrust BankBanks41%2
178Wells Fargo AdvisorsInvestments41%-1
178BCBS of FloridaHealth Plans41%10
178DHLParcel Delivery41%-2
178BudgetRental Cars & Transport41%-3
178CompaqComputers & Tablets41%-4
178E*TRADEInvestments41%-1
178AOLTV/Internet Service41%19
178SubwayFast Food41%0
178SafewaySupermarkets41%-8
178TD AmeritradeInvestments41%-1
178Sonic Drive-InFast Food41%0
178ToshibaTV & Appliances41%-5
178CitizensBanks41%1
178Best BuyRetailers41%-3
178DiscoverCredit Cards41%5
194BlackboardSoftware Firms40%-3
194FedExParcel Delivery40%-3
194GapRetailers40%-4
194La Quinta InnHotels & Rooms40%-5
194SheratonHotels & Rooms40%-5
194RossRetailers40%-4
194PhilipsTV & Appliances40%-6
194Ace HardwareRetailers40%-4
194CarMaxAuto Dealers40%-7
194iHeartRadioStreaming Media40%-7
194AirbnbHotels & Rooms40%-6
194United AirlinesAirlines40%-4
194RadioShackRetailers40%-4
194FordAuto Dealers40%-7
194ChryslerAuto Dealers40%-7
194SoundCloudStreaming Media40%-7
194Motel 6Hotels & Rooms40%-6
211TD BankBanks39%0
211Super 8Hotels & Rooms39%-6
211DodgeAuto Dealers39%-7
211GETV & Appliances39%-7
211StaplesRetailers39%-5
211Lowe'sRetailers39%-5
211U.S. BankBanks39%0
211AcerComputers & Tablets39%-6
211Comfort InnHotels & Rooms39%-6
211DellComputers & Tablets39%-6
211LenovoComputers & Tablets39%-6
211ThriftyRental Cars & Transport39%-5
211AutoZoneRetailers39%-5
211Merrill LynchInvestments39%-4
211CVSRetailers39%-5
211Florida Power & LightUtilities39%-5
211Cricket WirelessWireless39%5
228SharpTV & Appliances38%-8
228Hewlett-PackardComputers & Tablets38%-6
228PNCBanks38%-1
228AdobeSoftware Firms38%-6
228T-MobileWireless38%4
228JCPenneyRetailers38%-6
228MedicareHealth Plans38%6
235American AirlinesAirlines37%-7
235A credit unionInvestments37%-5
235Bank of AmericaCredit Cards37%2
235Capital OneBanks37%-2
235Jack in the BoxFast Food37%-4
235Wal-MartRetailers37%-7
235ToshibaComputers & Tablets37%-8
235Health NetHealth Plans37%5
235Advance Auto PartsRetailers37%-7
235AlbertsonsSupermarkets37%-12
245HyundaiAuto Dealers36%-10
245IntuitSoftware Firms36%-7
245Burger KingFast Food36%-4
245HyattHotels & Rooms36%-9
245BCBS of MichiganHealth Plans36%5
245Toys 'R' UsRetailers36%-8
245Panera BreadFast Food36%-4
245Wells FargoCredit Cards36%0
245Duke Energy ProgressUtilities36%-8
245AllstateInsurance36%-3
245Wendy'sFast Food36%-5
245Dairy QueenFast Food36%-5
245NationwideInsurance36%-3
245Rite AidRetailers36%-8
245VanguardInvestments36%-7
245State FarmInsurance36%-3
245HumanaHealth Plans36%4
262Delta AirlinesAirlines35%-9
262Blue Shield of CaliforniaHealth Plans35%4
262SymantecSoftware Firms35%-8
262The HartfordInsurance35%-4
262Panda ExpressFast Food35%-6
262MedicaidHealth Plans35%3
262U.S. BankCredit Cards35%-1
262UberRental Cars & Transport35%-9
270Bank of AmericaBanks34%-5
270Enterprise Rent-A-CarRental Cars & Transport34%-10
270Fidelity InvestmentsInvestments34%-8
270HertzRental Cars & Transport34%-10
270Days InnHotels & Rooms34%-11
270ChaseBanks34%-6
270GEICOInsurance34%-5
270AsusComputers & Tablets34%-11
270OfficeMaxRetailers34%-11
279Quality InnHotels & Rooms33%-12
279CitibankBanks33%-6
279WhirlpoolTV & Appliances33%-13
279ProgressiveInsurance33%-6
279Virgin MobileWireless33%-1
279McDonaldsFast Food33%-8
279TracFoneWireless33%-1
279MetroPCSWireless33%-1
287Consumers Energy CompanyUtilities32%-12
287Verizon WirelessWireless32%-1
287Kaiser PermanenteHealth Plans32%1
287VerizonTV/Internet Service32%10
287ChaseCredit Cards32%-4
287SprintWireless32%-2
287Popeye's Louisiana KitchenFast Food32%-9
287Consolidated Edison Company of New YorkUtilities32%-12
295McAfeeSoftware Firms31%-12
295SearsRetailers31%-13
295AT&TWireless31%-2
295KmartRetailers31%-13
295SiriusXMStreaming Media31%-16
300StarzStreaming Media30%-16
301FarmersInsurance29%-10
301Capital OneCredit Cards29%-7
301BCBS plan not listedHealth Plans29%-3
301CIGNAHealth Plans29%-3
305Charter CommunicationsTV/Internet Service28%7
305BarclaycardCredit Cards28%-8
305AT&TTV/Internet Service28%6
305Pacific Gas and Electric CompanyUtilities28%-16
305Taco BellFast Food28%-13
305Wells FargoBanks28%-12
311Commonwealth EdisonUtilities27%-16
311Liberty MutualInsurance27%-12
311Domino'sFast Food27%-13
311LyftRental Cars & Transport27%-17
315DirecTVTV/Internet Service26%5
315AvisRental Cars & Transport26%-18
317United HealthcareHealth Plans25%-7
318Fifth ThirdBanks24%-15
318Bright House NetworksTV/Internet Service24%3
318Spirit AirlinesAirlines24%-20
318Dish NetworkTV/Internet Service24%2
322TravelersInsurance23%-15
322CitigroupCredit Cards23%-13
324CablevisionTV/Internet Service21%-1
325AetnaHealth Plans20%-11
326AnthemHealth Plans19%-12
327Cox CommunicationsTV/Internet Service18%-4
328Time Warner CableTV/Internet Service11%-10
329ComcastTV/Internet Service10%-11

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

2016 TEMKIN FORGIVENESS RATINGS

To generate the 2016 TFR, we asked 10,000 U.S. consumers to rate their recent interactions with 294 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Forgiveness Ratings (TFR)Company TFR vs Insutry TFR
1USAABanks57%26
2PublixSupermarkets55%13
3USAACredit Cards51%24
4H-E-BSupermarkets50%7
4Food LionSupermarkets50%8
4Amazon.comRetailers50%12
4Amazon (Kindle)Computers & Tablets50%16
8Wawa Food MarketsSupermarkets49%7
8Mercedes-BenzAuto Dealers49%16
10KrogerSupermarkets48%5
11CostcoRetailers47%10
11Holiday Inn ExpressHotels47%14
11ElectroluxMajor Appliances47%14
11LexusAuto Dealers47%14
11Morgan Stanley Smith BarneyInvestment Firms47%15
16WegmansSupermarkets46%3
16AldiSupermarkets46%4
16QVCRetailers46%9
16Chick-fil-AFast Food46%14
16USAAInsurance Carriers46%16
16Alabama Power CompanyUtilities46%16
22Giant EagleSupermarkets45%3
22ShopRiteSupermarkets45%3
22A credit unionBanks45%14
25Hy-VeeSupermarkets44%1
25T.J. MaxxRetailers44%7
25RadioShackRetailers44%7
25BuickAuto Dealers44%11
29Trader Joe’sSupermarkets43%0
29Dollar TreeRetailers43%6
29Ace HardwareRetailers43%6
29HitachiMajor Appliances43%10
29ACE Rent A CarRental Cars43%12
347-ElevenRetailers42%5
34WalgreensRetailers42%5
34True ValueRetailers42%5
34NordstromRetailers42%5
34AppleComputers & Tablets42%8
34Advantage Rent-A-CarRental Cars42%10
34Edward JonesInvestment Firms42%10
41Winn-DixieSupermarkets41%-1
41JCPenneyRetailers41%3
41Foot LockerRetailers41%4
41Residence InnHotels41%7
41AudiAuto Dealers41%8
41National Car RentalRental Cars41%10
47Save-a-LotSupermarkets40%-2
47GoogleSoftware Firms40%6
47Holiday InnHotels40%7
50HannafordSupermarkets39%-4
50Sam's ClubRetailers39%2
50PetSmartRetailers39%2
50Dollar GeneralRetailers39%2
50HyattHotels39%5
50Comfort InnHotels39%5
50Apple (for software)Software Firms39%5
50Courtyard By MarriottHotels39%5
50Barnes & Noble (Nook)Computers & Tablets39%6
50HardeesFast Food39%7
50Ameriprise FinancialInvestment Firms39%7
50RegionsBanks39%7
50Fox Rent A CarRental Cars39%8
50US AirwaysAirlines39%10
64BJ’s Wholesale ClubRetailers38%1
64U.S. Postal ServiceParcel Delivery38%3
64Fairfield InnHotels38%4
64SonySoftware Firms38%4
64HiltonHotels38%4
64Best WesternHotels38%5
64IntuitSoftware Firms38%5
64BoschMajor Appliances38%6
64Baskin RobbinsFast Food38%6
64NationwideInsurance Carriers38%8
74AlbertsonsSupermarkets37%-5
74Old NavyRetailers37%0
74Michael’sRetailers37%0
74Lowe'sRetailers37%0
74BlackboardSoftware Firms37%3
74ChevroletAuto Dealers37%4
74Dunkin’ DonutsFast Food37%5
74IHOPFast Food37%5
7421st CenturyInsurance Carriers37%7
74CenterPoint EnergyUtilities37%8
84RossRetailers36%-1
84eBayRetailers36%-1
84Family DollarRetailers36%-1
84SonyComputers & Tablets36%2
84ToyotaAuto Dealers36%3
84FordAuto Dealers36%3
84Pizza HutFast Food36%3
84TD BankBanks36%5
84Dominion Virginia PowerUtilities36%6
93Barnes & NobleRetailers35%-2
93TargetRetailers35%-2
93UPSParcel Delivery35%0
93MicrosoftSoftware Firms35%1
93Domino’sFast Food35%3
93Dairy QueenFast Food35%3
93SubwayFast Food35%3
93Capital One 360Investment Firms35%3
93Georgia PowerUtilities35%5
93Florida Power & LightUtilities35%5
93Southern California Gas CompanyUtilities35%5
93TXU EnergyUtilities35%6
93Alaska AirlinesAirlines35%6
106Piggly WigglySupermarkets34%-9
106SafewaySupermarkets34%-8
106Best BuyRetailers34%-3
106Macy'sRetailers34%-3
106SheratonHotels34%0
106WestinHotels34%0
106RadissonHotels34%0
106MarriottHotels34%0
106Hampton InnHotels34%0
106WyndhamHotels34%0
106BMWAuto Dealers34%1
106SamsungMajor Appliances34%2
106Sonic Drive-InFast Food34%2
106CitizensBanks34%3
106JetBlue AirlinesAirlines34%5
121VonsSupermarkets33%-9
121O'Reilly Auto PartsRetailers33%-5
121StaplesRetailers33%-4
121Apple Retail StoreRetailers33%-4
121OfficeMaxRetailers33%-4
121Bed Bath & BeyondRetailers33%-4
121Office DepotRetailers33%-4
121HondaAuto Dealers33%0
121CadillacAuto Dealers33%0
121LGMajor Appliances33%1
121PNCBanks33%2
121A credit unionInvestment Firms33%2
121Columbia Natural GasUtilities33%3
121Virgin AmericaAirlines33%4
121Southwest AirlinesAirlines33%4
121TriCareHealth Plans33%12
137Whole FoodsSupermarkets32%-11
137KmartRetailers32%-5
137MarshallsRetailers32%-5
137Rite AidRetailers32%-5
137AutoZoneRetailers32%-5
137FedExParcel Delivery32%-3
137ActivisionSoftware Firms32%-2
137Arby’sFast Food32%-1
137AllstateInsurance Carriers32%2
137AAAInsurance Carriers32%2
137DTE Energy Electric CompanyUtilities32%2
137U.S. BankCredit Cards32%4
149GapRetailers31%-6
149Home DepotRetailers31%-6
149DHLParcel Delivery31%-4
149eMachinesComputers & Tablets31%-3
149KiaAuto Dealers31%-2
149WhirlpoolMajor Appliances31%-1
149AvisRental Cars31%-1
149Merrill LynchInvestment Firms31%-1
149Charles SchwabInvestment Firms31%-1
149DollarRental Cars31%0
149Capital One 360Banks31%0
149New York LifeInsurance Carriers31%1
149Consolidated Edison Company of New YorkUtilities31%1
162Toys 'R' UsRetailers30%-8
162CVSRetailers30%-7
162SearsRetailers30%-7
162Wal-MartRetailers30%-7
162SubaruAuto Dealers30%-3
162Hewlett-PackardComputers & Tablets30%-3
162Jack in the BoxFast Food30%-2
162Enterprise Rent-A-CarRental Cars30%-2
162SunTrust BankBanks30%-1
162Alamo Rent A CarRental Cars30%-1
162State FarmInsurance Carriers30%0
162Ameren Illinois CompanyUtilities30%0
162Wells FargoCredit Cards30%2
162Capital OneCredit Cards30%3
162DiscoverCredit Cards30%3
162Kaiser PermanenteHealth Plans30%9
162MedicareHealth Plans30%10
179Kohl'sRetailers29%-8
179Advance Auto PartsRetailers29%-8
179SymantecSoftware Firms29%-4
179HaierMajor Appliances29%-4
179DodgeAuto Dealers29%-4
179StarbucksFast Food29%-3
179VanguardInvestment Firms29%-3
179Fidelity InvestmentsInvestment Firms29%-2
179ChaseBanks29%-2
179Fifth ThirdBanks29%-2
179Capital OneBanks29%-2
179GEICOInsurance Carriers29%-1
179ProgressiveInsurance Carriers29%-1
179PSE&GUtilities29%-1
193GameStopRetailers28%-9
193Days InnHotels28%-6
193ToshibaComputers & Tablets28%-6
193La Quinta InnHotels28%-6
193LenovoComputers & Tablets28%-5
193HyundaiAuto Dealers28%-5
193NissanAuto Dealers28%-5
193Taco BellFast Food28%-5
193FujitsuMajor Appliances28%-4
193McDonaldsFast Food28%-4
193TD AmeritradeInvestment Firms28%-4
193Little Caesar’sFast Food28%-4
193Wells FargoBanks28%-3
193American ExpressCredit Cards28%1
193MetroPCSWireless Carriers28%5
208Stop & ShopSupermarkets27%-15
208AdobeSoftware Firms27%-7
208DellComputers & Tablets27%-7
208FarmersInsurance Carriers27%-4
208ChaseCredit Cards27%-1
208TracFoneWireless Carriers27%4
214VolkswagenAuto Dealers26%-7
214AcerComputers & Tablets26%-7
214ToshibaMajor Appliances26%-7
214GEMajor Appliances26%-6
214Wendy’sFast Food26%-6
214U.S. BankBanks26%-6
214E*TRADEInvestment Firms26%-6
214Wells Fargo AdvisorsInvestment Firms26%-5
214Southern California EdisonUtilities26%-4
214Delta AirlinesAirlines26%-3
214Virgin MobileWireless Carriers26%3
225ThriftyRental Cars25%-6
225Liberty MutualInsurance Carriers25%-5
227KFCFast Food24%-9
227Bank of AmericaBanks24%-7
227HertzRental Cars24%-7
227AetnaHealth Plans24%3
231Crowne PlazaHotels23%-11
231BudgetRental Cars23%-8
231MetLifeInsurance Carriers23%-7
231United AirlinesAirlines23%-6
231BarclaycardCredit Cards23%-4
231Bank of AmericaCredit Cards23%-4
231MedicaidHealth Plans23%3
231AT&TInternet Service23%9
239GatewayComputers & Tablets22%-12
239CompaqComputers & Tablets22%-12
239ChryslerAuto Dealers22%-12
239JeepAuto Dealers22%-11
239American FamilyInsurance Carriers22%-8
239American AirlinesAirlines22%-8
239Duke Energy ProgressUtilities22%-8
239HSBCCredit Cards22%-5
239AT&TWireless Carriers22%-1
239Verizon WirelessWireless Carriers22%-1
239T-MobileWireless Carriers22%-1
239CareFirst (BCBS)Health Plans22%1
239DirecTVTV Service22%10
252Burger KingFast Food21%-12
252ScottradeInvestment Firms21%-11
252SprintWireless Carriers21%-2
252Empire (BCBS)Health Plans21%0
252Blue Shield of CaliforniaHealth Plans21%1
252AOLInternet Service21%8
252Dish NetworkTV Service21%8
259GMAuto Dealers20%-13
259Commonwealth EdisonUtilities20%-10
259CIGNAHealth Plans20%0
259VerizonInternet Service20%7
263Pacific Gas and Electric CompanyUtilities19%-11
263Spirit AirlinesAirlines19%-10
263HumanaHealth Plans19%-1
263Cablevision OptimumTV Service19%6
267McAfeeSoftware Firms18%-15
267TravelersInsurance Carriers18%-13
267The HartfordInsurance Carriers18%-12
267Highmark (BCBS)Health Plans18%-2
267VerizonTV Service18%6
272Quality InnHotels17%-17
272Super 8Hotels17%-17
272MazdaAuto Dealers17%-16
272Consumers Energy CompanyUtilities17%-12
272Coventry Health CareHealth Plans17%-4
272United HealthcareHealth Plans17%-3
278CablevisionInternet Service16%2
279Bright House NetworksTV Service15%3
279AT&TTV Service15%3
281CitigroupCredit Cards14%-14
281BCBS plan not listedHealth Plans14%-7
283CitibankBanks13%-18
283Cox CommunicationsInternet Service13%-1
285Anthem (BCBS)Health Plans12%-8
285Cox CommunicationsTV Service12%0
287Time Warner CableInternet Service9%-4
287Time Warner CableTV Service9%-3
289Health NetHealth Plans8%-13
290Charter CommunicationsInternet Service6%-8
291Motel 6Hotels5%-28
292Charter CommunicationsTV Service4%-8
293ComcastInternet Service2%-11
294ComcastTV Service-1%-14

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

2015 TEMKIN Forgiveness RATINGS

To generate the 2015 TFR, we asked 10,000 U.S. consumers to rate their recent interactions with 293 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Forgiveness Ratings (TFR)Company TFR vs Insutry TFR
1USAACredit cards61%30
2USAABank60%24
2USAAInsurance60%25
4ACE Rent A CarCar rentals57%23
5PublixSupermarket55%8
5Amazon.comRetailer55%14
7H-E-BSupermarket53%6
7AldiSupermarket53%6
7AmazonComputers53%12
7AppleComputers53%12
11Hy-VeeSupermarket52%5
11A credit unionBank52%16
13Trader Joe'sSupermarket50%2
13Food LionSupermarket50%3
13KrogerSupermarket50%3
13SonyComputers50%9
13Home DepotRetailer50%9
18CostcoRetailer49%8
18Chick-fil-AFast food49%11
18AmicaInsurance49%14
18TriCareHealth plan49%22
22NordstromRetailer48%7
22LexusAuto dealer48%12
24Foot LockerRetailer47%6
24T.J. MaxxRetailer47%6
24SunTrust BankBank47%11
24Southern California Gas CompanyUtility47%16
28Victoria SecretRetailer46%5
28RossRetailer46%5
28WalgreensRetailer46%5
28ElectroluxAppliances46%10
28Advantage Rent-A-CarCar rentals46%11
28JetBlue AirlinesAirline46%13
34SafewaySupermarket45%-2
34Whole FoodsSupermarket45%-2
34Barnes & NobleRetailer45%4
34Family DollarRetailer45%4
34Popeye's Louisiana KitchenFast food45%7
34Ameriprise FinancialInvestments45%11
40Hannaford'sSupermarket44%-3
40JCPenneyRetailer44%3
40Panera BreadFast food44%6
40HitachiAppliances44%8
40AppleSoftware44%9
40SonySoftware44%9
40Embassy SuitesHotel44%11
47WegmansSupermarket43%-5
47Giant EagleSupermarket43%-4
47Sam's ClubRetailer43%2
47Lowe'sRetailer43%2
47Barnes & NobleComputers43%2
47QVCRetailer43%2
47StarbucksFast food43%5
47ToyotaAuto dealer43%7
47CadillacAuto dealer43%7
47GoogleSoftware43%8
47SheratonHotel43%10
47Virgin AmericaAirline43%11
59PetSmartRetailer42%1
59Apple Retail StoreRetailer42%1
59Bed Bath & BeyondRetailer42%1
59Old NavyRetailer42%1
59TargetRetailer42%1
59U.S. Postal ServiceParcel delivery42%3
59Dunkin' DonutsFast food42%4
59RegionsBank42%6
59US CellularWireless42%16
68Dollar TreeRetailer41%0
68O'Reilly Auto PartsRetailer41%0
68CVSRetailer41%0
68Dollar GeneralRetailer41%0
68Papa John'sFast food41%3
68PNCBank41%5
68Holiday InnHotel41%8
68Virgin MobileWireless41%15
76AlbertsonsSupermarket40%-7
76Bi-LoSupermarket40%-7
76Rite AidRetailer40%-2
76Ace HardwareRetailer40%-1
76Taco BellFast food40%2
76GMAuto dealer40%4
76DodgeAuto dealer40%4
76FujitsuAppliances40%4
76American FamilyInsurance40%6
76A credit unionInvestments40%6
76MarriottHotel40%6
76Alaska AirlinesAirline40%7
76AirTran AirwaysAirline40%8
89Stop & ShopSupermarket39%-8
89ShopRiteSupermarket39%-8
89GapRetailer39%-3
89GameStopRetailer39%-2
89ToshibaComputers39%-2
89Chipotle Mexican GrillFast food39%1
89Pizza HutFast food39%1
89Domino'sFast food39%1
89TD BankBank39%3
89ChevroletAuto dealer39%3
89BuickAuto dealer39%3
89ActivisionSoftware39%4
89Hampton InnHotel39%5
89Georgia PowerUtility39%8
89MedicaidHealth plan39%12
104True ValueRetailer38%-3
104Hewlett-PackardComputers38%-3
1047-ElevenRetailer38%-3
104SubwayFast food38%-1
104KFCFast food38%0
104UPSParcel delivery38%0
104Arby'sFast food38%0
104Sonic Drive-InFast food38%0
104Courtyard By MarriottHotel38%5
104Southwest AirlinesAirline38%5
104Dominion Virginia PowerUtility38%7
104MedicareHealth plan38%11
116Kohl'sRetailer37%-5
116KmartRetailer37%-4
116Toys 'R' UsRetailer37%-4
116eBayRetailer37%-4
116Wendy'sFast food37%-1
116AudiAuto dealer37%1
116LGAppliances37%1
116SamsungAppliances37%1
116MicrosoftSoftware37%2
116DollarCar rentals37%2
116State FarmInsurance37%2
116EnterpriseCar rentals37%3
116ScottradeInvestments37%3
116American ExpressCredit cards37%7
130Office DepotRetailer36%-6
130BJ's Wholesale ClubRetailer36%-6
130Advance Auto PartsRetailer36%-5
130StaplesRetailer36%-5
130Dairy QueenFast food36%-2
130HardeesFast food36%-2
130Mercedes-BenzAuto dealer36%0
130Capital One 360Bank36%0
130BMWAuto dealer36%0
130HondaAuto dealer36%0
130AAAInsurance36%1
130Morgan Stanley Smith BarneyInvestments36%2
130Holiday Inn ExpressHotel36%3
130Best WesternHotel36%3
130DTE Energy Electric CompanyUtility36%5
130PNCCredit cards36%6
146AutoZoneRetailer35%-6
146Wal-MartRetailer35%-6
146OfficeMaxRetailer35%-6
146FedExParcel delivery35%-4
146Jack in the BoxFast food35%-3
146Little Caesar'sFast food35%-3
146HaierAppliances35%-1
146MazdaAuto dealer35%-1
146ThriftyCar rentals35%0
146Fox Rent A CarCar rentals35%0
146AllstateInsurance35%0
146GEICOInsurance35%0
146Wells Fargo AdvisorsInvestments35%1
146Capital One 360Investments35%1
146Delta AirlinesAirline35%2
146AOLInternet service35%18
162SearsRetailer34%-7
162DHLParcel delivery34%-5
162NissanAuto dealer34%-2
162FordAuto dealer34%-2
162U.S. BankBank34%-2
162ChryslerAuto dealer34%-2
162FarmersInsurance34%-1
162Fidelity InvestmentsInvestments34%0
162Comfort InnHotel34%1
162Fairfield InnHotel34%1
162Capital OneCredit cards34%3
162HSBCCredit cards34%3
162Southern California EdisonUtility34%3
175Best BuyRetailer33%-8
175Macy'sRetailer33%-8
175MarshallsRetailer33%-8
175Panda ExpressFast food33%-5
175KenmoreAppliances33%-3
175ChaseBank33%-2
175NationalCar rentals33%-1
175Edward JonesInvestments33%-1
175Crowne PlazaHotel33%0
175DoubletreeHotel33%0
175Florida Power & LightUtility33%2
175MetroPCSWireless33%7
187AsusComputers32%-9
187Bank of AmericaBank32%-4
187Fifth ThirdBank32%-4
187WhirlpoolAppliances32%-4
187Residence InnHotel32%-2
187Kaiser PermanenteHealth plan32%5
193AcerComputers31%-10
193Burger KingFast food31%-7
193KiaAuto dealer31%-5
193AlamoCar rentals31%-4
193Charles SchwabInvestments31%-3
193MetLifeInsurance31%-3
193E*TRADEInvestments31%-3
193HiltonHotel31%-3
193American AirlinesAirline31%-2
193DiscoverCredit cards31%0
193U.S. BankCredit cards31%0
204LenovoComputers30%-11
204BoschAppliances30%-6
204ToshibaAppliances30%-6
204BlackboardSoftware30%-5
204The HartfordInsurance30%-4
204VanguardInvestments30%-4
204Quality InnHotel30%-4
204Bank of AmericaCredit cards30%-1
204BCBS of FloridaHealth plan30%3
213DellComputers29%-11
213Capital OneBank29%-7
213BB&TBank29%-6
213ProgressiveInsurance29%-6
213BudgetCar rentals29%-5
213T-MobileWireless29%3
213TracFoneWireless29%3
220CitizensBank28%-8
220Wells FargoBank28%-7
220IntuitSoftware28%-7
220AdobeSoftware28%-7
220HertzCar rentals28%-7
220PSE&GUtility28%-3
220BCBS of MichiganHealth plan28%1
220VerizonTV service28%11
228McDonaldsFast food27%-11
228HyundaiAuto dealer27%-9
228Merrill LynchInvestments27%-7
228WestinHotel27%-6
228Days InnHotel27%-6
228US AirwaysAirline27%-5
234NationwideInsurance26%-9
234Super 8Hotel26%-8
234Duke Energy ProgressUtility26%-5
234HumanaHealth plan26%-1
238Ramada InnHotel25%-9
238La Quinta InnHotel25%-8
238BarclaycardCredit cards25%-6
238AT&TWireless25%-1
238DirecTVTV service25%9
243VolkswagenAuto dealer24%-12
243JeepAuto dealer24%-12
243AvisCar rentals24%-11
243TD AmeritradeInvestments24%-10
243Liberty MutualInsurance24%-10
243Motel 6Hotel24%-10
243HyattHotel24%-9
243ChaseCredit cards24%-7
243CitigroupCredit cards24%-7
243United HealthcareHealth plan24%-3
243AT&TTV service24%7
254McAfeeSoftware23%-12
254Pacific Gas and Electric CompanyUtility23%-8
254Wells FargoCredit cards23%-7
254Blue Shield of CaliforniaHealth plan23%-4
254AT&TInternet service23%7
259CitibankBank22%-14
259SymantecSoftware22%-13
25921st CenturyInsurance22%-12
259United AirlinesAirline22%-11
259Consumers Energy CompanyUtility22%-9
259AetnaHealth plan22%-5
259Verizon WirelessWireless22%-4
259Dish NetworkTV service22%5
259Bright House NetworksTV service22%6
268RadioShackRetailer21%-20
268SubaruAuto dealer21%-15
268CenturyLinkInternet service21%4
271Commonwealth EdisonUtility20%-11
271CIGNAHealth plan20%-7
273BCBS plan not listedHealth plan19%-8
273AnthemHealth plan19%-8
273VerizonInternet service19%2
273Cox CommunicationsInternet service19%2
273Charter CommunicationsInternet service19%3
273OptimumInternet service19%3
279SprintWireless18%-7
279CablevisionInternet service18%1
279Cablevision OptimumTV service18%2
282TravelersInsurance17%-17
283Health NetHealth plan16%-11
283Charter CommunicationsTV service16%-1
285Spirit AirlinesAirline15%-18
286FrontierInternet service13%-4
287Cox CommunicationsTV service12%-5
288Time WarnerInternet service10%-7
289Time Warner CableTV service8%-9
290ComcastInternet service7%-9
291ComcastTV service5%-11
292Consolidated Edison Company of New YorkUtility3%-28
292Coventry Health CareHealth plan3%-24

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

2014 TEMKIN Forgiveness RATINGS

To generate the 2014 TFR, we asked 10,000 U.S. consumers to rate their recent interactions with 268 companies across 19 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Forgiveness Ratings (TFR)Company TFR vs Insutry TFR
1H.E.B.Grocery Chains65%20
1USAABanks65%34
3USAACredit Cards64%38
4USAAInsurance Carriers63%29
5Amazon.comRetailers54%14
5BMWAuto Dealers54%16
5Chick-fil-AFast Foods54%16
5AppleSoftware54%17
9QVCRetailers53%12
10CostcoRetailers52%11
10LexusAuto Dealers52%14
12Trader Joe'sGrocery Chains51%6
12Apple StoreRetailers51%11
14FujitsuMajor Appliances50%14
15PublixGrocery Chains49%4
16KrogerGrocery Chains48%3
16AudiAuto Dealers48%10
16A credit unionBanks48%17
19Save-a-LotGrocery Chains47%2
19BJ's Wholesale ClubRetailers47%6
19AppleComputers47%12
19AdvantageRental Cars47%14
23AldiGrocery Chains46%1
23Piggly WigglyGrocery Chains46%1
23Family DollarRetailers46%5
23Dollar TreeRetailers46%5
23Days InnHotels46%12
28Ace HardwareRetailers45%4
28MarshallsRetailers45%4
28StarbucksFast Foods45%8
28HitachiMajor Appliances45%9
28Ameriprise FinancialInvestments45%12
33AlbertsonsGrocery Chains44%-1
33Winn-DixieGrocery Chains44%-1
33Advance Auto PartsRetailers44%3
33AutoZoneRetailers44%3
33WalgreensRetailers44%3
33Sam's ClubRetailers44%4
33BuickAuto Dealers44%5
33CadillacAuto Dealers44%6
33SonySoftware44%7
42O'Reilly Auto PartsRetailers43%2
42RossRetailers43%3
44Lowe'sRetailers42%1
44True ValueRetailers42%1
44Best BuyRetailers42%1
44Barnes & NobleRetailers42%1
44NordstromRetailers42%2
44FordAuto Dealers42%4
44ChevroletAuto Dealers42%4
44Sonic Drive-InFast Foods42%4
44Super 8Hotels42%8
44RegionsBanks42%11
54ShopRiteGrocery Chains41%-4
54Whole FoodsGrocery Chains41%-4
54Hy-VeeGrocery Chains41%-3
54TargetRetailers41%0
54Old NavyRetailers41%0
54GapRetailers41%0
54UPSParcel Delivery41%2
54IntuitSoftware41%5
54TD BankBanks41%11
54TriCareHealth Plans41%13
64Food LionGrocery Chains40%-5
64SafewayGrocery Chains40%-5
64Giant EagleGrocery Chains40%-5
64Bed Bath & BeyondRetailers40%-1
64Home DepotRetailers40%-1
64OfficeMaxRetailers40%0
64HondaAuto Dealers40%1
64ToyotaAuto Dealers40%1
64Baskin RobbinsFast Foods40%3
64ActivisionSoftware40%3
64Comfort InnHotels40%6
75PetSmartRetailers39%-2
75Dollar GeneralRetailers39%-2
75US Postal ServiceParcel Delivery39%0
75VolkswagenAuto Dealers39%0
75Pizza HutFast Foods39%2
75LGMajor Appliances39%3
75BoschMajor Appliances39%3
75ElectroluxMajor Appliances39%3
75Southwest AirlinesAirlines39%8
75ING DirectBanks39%8
85Rite AidRetailers38%-3
85Foot LockerRetailers38%-3
85Wal-MartRetailers38%-2
85T.J. MaxxRetailers38%-2
85FedExParcel Delivery38%-1
85Dunkin' DonutsFast Foods38%0
85Wendy'sFast Foods38%0
85QuiznosFast Foods38%0
85Burger KingFast Foods38%0
85Taco BellFast Foods38%1
85ToshibaMajor Appliances38%2
85HaierMajor Appliances38%2
85Fairfield InnHotels38%4
85State FarmInsurance Carriers38%4
85HiltonHotels38%4
85JetBlue AirlinesAirlines38%7
101Stop & ShopGrocery Chains37%-8
101JCPenneyRetailers37%-4
101CVSRetailers37%-3
101HyundaiAuto Dealers37%-2
101Little Caesar'sFast Foods37%0
101Dairy QueenFast Foods37%0
101HardeesFast Foods37%0
101SubwayFast Foods37%0
101AAAInsurance Carriers37%2
101Hewlett-PackardComputers37%3
101Best WesternHotels37%3
101VanguardInvestments37%4
101Morgan Stanley Smith BarneyInvestments37%4
101Alaska AirlinesAirlines37%6
115StaplesRetailers36%-5
115GoogleSoftware36%0
115MicrosoftSoftware36%0
115SamsungMajor Appliances36%0
115Hampton InnHotels36%2
115Charles SchwabInvestments36%3
115SunTrust BankBanks36%5
115AirTran AirwaysAirlines36%5
115MedicareHealth Plans36%8
124Arby'sFast Foods35%-3
124BlackboardSoftware35%-2
124eMachinesComputers35%1
124NationalRental Cars35%2
124Fidelity InvestmentsInvestments35%2
124Blue Shield of CaliforniaHealth Plans35%7
1307-ElevenRetailers34%-7
130Toys 'R' UsRetailers34%-7
130KmartRetailers34%-6
130McDonaldsFast Foods34%-4
130GatewayComputers34%0
130Courtyard By MarriottHotels34%0
130Holiday Inn ExpressHotels34%0
13021st CenturyInsurance Carriers34%0
130A credit unionInvestments34%1
130EnterpriseRental Cars34%1
140GameStopRetailers33%-8
140Macy'sRetailers33%-8
140Office DepotRetailers33%-7
140Mercedes-BenzAuto Dealers33%-5
140GEICOInsurance Carriers33%-2
140La Quinta InnHotels33%-1
140AllstateInsurance Carriers33%-1
140HyattHotels33%-1
140Residence InnHotels33%-1
140Holiday InnHotels33%-1
140DollarRental Cars33%0
140BudgetRental Cars33%0
140E*TRADEInvestments33%0
140ING DirectInvestments33%0
140Kaiser PermanenteHealth Plans33%5
140CareFirst (BCBS)Health Plans33%5
140MedicaidHealth Plans33%6
140Wells FargoCredit Cards33%6
158A&PGrocery Chains32%-13
158Kohl'sRetailers32%-9
158eBayRetailers32%-8
158SubaruAuto Dealers32%-6
158GMAuto Dealers32%-6
158SymantecSoftware32%-5
158WhirlpoolMajor Appliances32%-4
158ToshibaComputers32%-3
158ProgressiveInsurance Carriers32%-3
158FarmersInsurance Carriers32%-2
158Edward JonesInvestments32%-1
158AlamoRental Cars32%-1
158HumanaHealth Plans32%4
158American ExpressCredit Cards32%5
172KFCFast Foods31%-6
172DellComputers31%-4
172SonyComputers31%-4
172MarriottHotels31%-3
172Wells Fargo AdvisorsInvestments31%-2
172TD AmeritradeInvestments31%-2
172PNCBanks31%0
172ChaseBanks31%0
180SearsRetailers30%-11
180Domino'sFast Foods30%-7
180AcerComputers30%-4
180WestinHotels30%-4
180American AirlinesAirlines30%-1
180Health NetHealth Plans30%2
180TracFoneWireless Carriers30%6
187JeepAuto Dealers29%-9
187DodgeAuto Dealers29%-9
187Jack in the BoxFast Foods29%-8
187AdobeSoftware29%-7
187DiscoverCredit Cards29%3
187Virgin MobileWireless Carriers29%4
193MazdaAuto Dealers28%-10
193NissanAuto Dealers28%-10
193MetLifeInsurance Carriers28%-6
193Motel 6Hotels28%-6
193CitizensBanks28%-3
193U.S. BankBanks28%-3
193DirecTVTV Service28%11
200AvisRental Cars27%-6
200Delta AirlinesAirlines27%-5
200Capital OneBanks27%-4
200Cox CommunicationsTV Service27%6
200AOLInternet Service27%10
200MSNInternet Service27%10
206DHLParcel Delivery26%-13
206GEMajor Appliances26%-11
206Crowne PlazaHotels26%-8
206Liberty MutualInsurance Carriers26%-8
206Wells FargoBanks26%-4
206U.S. BankCredit Cards26%0
206T-MobileWireless Carriers26%1
213The HartfordInsurance Carriers25%-10
213NationwideInsurance Carriers25%-9
213United AirlinesAirlines25%-6
213Empire (BCBS)Health Plans25%-3
213Capital OneCredit Cards25%-2
213BarclaycardCredit Cards25%-1
213Verizon WirelessWireless Carriers25%0
213MetroPCSWireless Carriers25%1
221McAfeeSoftware24%-13
221LenovoComputers24%-10
221SheratonHotels24%-10
221HertzRental Cars24%-9
221ChaseCredit Cards24%-3
221AT&TWireless Carriers24%0
221EarthLinkInternet Service24%6
221Cox CommunicationsInternet Service24%10
229RadioShackRetailers23%-18
229ChryslerAuto Dealers23%-15
229CompaqComputers23%-12
229American FamilyInsurance Carriers23%-11
229Merrill LynchInvestments23%-10
229United HealthcareHealth Plans23%-4
229Bank of AmericaCredit Cards23%-3
236Bright HouseTV Service22%4
237AetnaHealth Plans21%-7
237AT&TInternet Service21%3
237Optimum (iO)/CablevisionTV Service21%3
240KiaAuto Dealers20%-19
240ScottradeInvestments20%-14
240Anthem (BCBS)Health Plans20%-8
240VerizonInternet Service20%3
244Bank of AmericaBanks19%-12
244US AirwaysAirlines19%-12
244Coventry Health CareHealth Plans19%-9
244SprintWireless Carriers19%-5
244QwestInternet Service19%1
244Dish NetworkTV Service19%2
244AT&TTV Service19%2
251CIGNAHealth Plans18%-10
251VerizonTV Service18%1
253Orange JuliusFast Foods17%-20
253Fifth ThirdBanks17%-13
255TravelersInsurance Carriers16%-18
255CablevisionInternet Service16%-1
257CitigroupCredit Cards14%-12
257Charter CommunicationsInternet Service14%-3
257Time WarnerInternet Service14%-3
260CitibankBanks13%-18
260US CellularWireless Carriers13%-11
262ComcastInternet Service11%-7
262ComcastTV Service11%-7
262Time Warner CableTV Service11%-6
265Highmark (BCBS)Health Plans10%-17
265HSBCCredit Cards10%-16
267HSBCBanks6%-25
268Charter CommunicationsTV Service5%-12

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

2013 TEMKIN Forgiveness RATINGS

To generate the 2013 TFR, we asked 10,000 U.S. consumers to rate their recent interactions with 246 companies across 19 industries.We published an overview of the results on this blog post. You can also purchase the dataset for $295.

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

To generate the 2012 TFR, we asked 10,000 U.S. consumers to rate their recent interactions with 206 companies across 18 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Forgiveness Ratings (TFR)Company TFR vs Insutry TFR
1USAABank54%31
2HyattHotel chain51%21
3USAAInsurance49%23
4A credit unionBank48%26
4H.E.B.Grocery48%10
4Hy-VeeGrocery48%10
7DollarCar rental47%19
7Chik-fil-AFast Food47%16
7PublixGrocery47%8
10CostcoRetail45%10
10Amazon.comRetail45%9
12USAACredit cards44%31
12Sam's ClubRetail44%9
14AppleComputer maker43%13
15BoschAppliances42%8
15StarbucksFast Food42%12
15Sonic Drive-InFast Food42%11
15AldiGrocery42%3
19BMWAuto dealer41%12
20Whole FoodsGrocery40%2
20ShopRiteGrocery40%2
20KrogerGrocery40%1
20StaplesRetail40%4
20WalgreensRetail40%4
25LGAppliances39%5
25DHLParcel delivery39%5
25Old NavyRetail39%4
25TargetRetail39%3
29AlamoCar rental38%9
29Save-a-LotGrocery38%-1
29eBayRetail38%3
29US CellularWireless38%19
33JetBlue AirlinesAirline37%13
33ToshibaAppliances37%3
33SunTrust BankBank37%14
33Winn-DixieGrocery37%-2
33Lowe'sRetail37%2
33Home DepotRetail37%2
33Kohl'sRetail37%2
40PNCBank36%13
40Dunkin' DonutsFast Food36%6
40Giant EagleGrocery36%-2
40TriCareHealth plan36%15
40HiltonHotel chain36%6
40Barnes & NobleRetail36%1
40JCPenneyRetail36%1
47Southwest AirlinesAirline35%11
47SamsungAppliances35%1
47LenovoComputer maker35%4
47Pizza HutFast Food35%5
47Little Caesar'sFast Food35%4
47Hampton InnHotel chain35%4
47A credit unionInvestments35%7
47US Postal ServiceParcel delivery35%2
47BJ's Wholesale ClubRetail35%0
47Macy'sRetail35%-1
47CVSRetail35%-1
58ChevroletAuto dealer34%6
58Piggly WigglyGrocery34%-5
58Courtyard By MarriottHotel chain34%4
61AirTran AirwaysAirline33%9
61BudgetCar rental33%5
61SubwayFast Food33%2
61Dairy QueenFast Food33%2
61SafewayGrocery33%-5
61Food LionGrocery33%-5
61Stop & ShopGrocery33%-6
61Best WesternHotel chain33%3
61TD AmeritradeInvestments33%6
61FedExParcel delivery33%-1
61Office DepotRetail33%-2
72ToshibaComputer maker32%2
72CompaqComputer maker32%2
72Taco BellFast Food32%1
72MarriottHotel chain32%2
72Charles SchwabInvestments32%4
72UPSParcel delivery32%-2
78HertzCar rental31%2
78Jack in the BoxFast Food31%0
78AlbertsonsGrocery31%-7
78MedicaidHealth plan31%10
78Kaiser PermanenteHealth plan31%10
78Comfort InnHotel chain31%1
78Bright House NetworksTV service31%15
85WhirlpoolAppliances30%-4
85FordAuto dealer30%1
85SonyComputer maker30%-1
85NationwideInsurance30%4
85State FarmInsurance30%4
85Wal-MartRetail30%-6
91Wendy'sFast Food29%-1
91Domino'sFast Food29%-2
91MedicareHealth plan29%8
91AAAInsurance29%3
91E*TRADEInvestments29%1
91Wells Fargo AdvisorsInvestments29%1
91TracFoneWireless29%9
98Alaska AirlinesAirline28%4
98ToyotaAuto dealer28%-1
98Hewlett-PackardComputer maker28%-2
98GatewayComputer maker28%-2
98American FamilyInsurance28%2
98Best BuyRetail28%-7
104AOLInternet service27%12
104Edward JonesInvestments27%0
104ING DirectInvestments27%0
107GEAppliances26%-8
107DellComputer maker26%-4
107McDonaldsFast Food26%-5
107VanguardInvestments26%-2
107Toys 'R' UsRetail26%-9
112RegionsBank25%2
112eMachinesComputer maker25%-5
112American ExpressCredit cards25%13
112Arby'sFast Food25%-6
11221st CenturyInsurance25%-1
112Ameriprise FinancialInvestments25%-3
112Rite AidRetail25%-10
119DodgeAuto dealer24%-5
119Fifth ThirdBank24%1
119Super 8Hotel chain24%-6
119MetLifeInsurance24%-2
119MSNInternet service24%9
119KmartRetail24%-11
125NissanAuto dealer23%-6
125US BancorpBank23%1
125AcerComputer maker23%-7
125KFCFast Food23%-7
125Holiday InnHotel chain23%-7
125Holiday Inn ExpressHotel chain23%-7
125GEICOInsurance23%-3
125FarmersInsurance23%-3
133ING DirectBank22%0
133Burger KingFast Food22%-9
133HardeesFast Food22%-9
133Blue Shield of CaliforniaHealth plan22%1
133Days InnHotel chain22%-8
133Liberty MutualInsurance22%-4
133ProgressiveInsurance22%-4
133SearsRetail22%-14
133Dish Network/EchoStarTV service22%6
142Delta AirlinesAirline21%-3
142HondaAuto dealer21%-7
142US BankCredit cards21%9
142Wells FargoCredit cards21%8
142AllstateInsurance21%-5
142Merrill LynchInvestments21%-7
142Virgin MobileWireless21%1
149KiaAuto dealer20%-9
149Highmark (BCBS)Health plan20%-1
149Motel 6Hotel chain20%-11
149AT&TInternet service20%4
149RadioShackRetail20%-15
149DirecTVTV service20%5
149AT&TTV service20%4
156American AirlinesAirline19%-5
156Wells Fargo/ Wachovia BankBank19%-3
156EnterpriseCar rental19%-9
156Health NetHealth plan19%-2
156Fidelity InvestmentsInvestments19%-9
156Cox CommunicationTV service19%3
156AT&TWireless19%0
163AvisCar rental18%-11
163Morgan Stanley Smith BarneyInvestments18%-10
163SprintWireless18%-1
166HyundaiAuto dealer17%-12
166DiscoverCredit cards17%4
166AetnaHealth plan17%-4
166T-MobileWireless17%-2
166Verizon WirelessWireless17%-2
171United AirlinesAirline16%-8
171HSBCBank16%-6
171CitizensBank16%-7
171Empire (BCBS)Health plan16%-5
171The HartfordInsurance16%-10
171Cox CommunicationsInternet service16%1
171VerizonInternet service16%1
171Road RunnerInternet service16%1
179TD BankBank15%-7
179ChaseCredit cards15%2
179CablevisionInternet service15%0
182Capital OneBank14%-9
182Time Warner CableTV service14%-1
182VerizonTV service14%-2
185Continental AirlinesAirline13%-11
185ChaseBank13%-10
185United HealthcareHealth plan13%-8
185Anthem (BCBS)Health plan13%-9
189Capital OneCredit cards12%-1
189HumanaHealth plan12%-9
189Optimum (iO)/CablevisionTV service12%-3
192CIGNAHealth plan11%-10
192ComcastInternet service11%-5
194TravelersInsurance10%-16
195US AirwaysAirline9%-15
195QwestInternet service9%-6
195ComcastTV service9%-6
198Bank of AmericaBank8%-15
198CitibankBank8%-15
198Bank of AmericaCredit cards8%-5
201EarthLinkInternet service7%-8
202Charter CommunicationsInternet service2%-13
203ChryslerAuto dealer1%-27
203HSBCCredit cards1%-12
205Charter CommunicationsTV service-1%-16
206CitigroupCredit cards-8%-21

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

2011 TEMKIN Forgiveness RATINGS

To generate the 2011 TFR, we asked 10,000 U.S. consumers to rate their recent interactions with 143 companies across 12 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Forgiveness Ratings (TFR)Company TFR vs Insutry TFR
1USAAInsurance38%25
2CostcoRetailer37%8
3Amazon.comRetailer37%8
4TriCareHealth Plan36%25
5USAACredit Cards36%33
6Sam's ClubRetailer34%5
7TargetRetailer33%4
8WalgreensRetailer32%3
9Southwest AirlinesAirline31%13
9Lowe'sRetailer32%3
11HyattHotel31%9
12BJs Wholesale ClubRetailer31%2
13Kohl'sRetailer31%2
14Hampton InnHotel30%8
15CVSRetailer30%1
16MarriottHotel29%6
17Wal-MartRetailer29%0
18Home DepotRetailer29%0
19Courtyard By MarriottHotel28%6
20JCPenneyRetailer28%-1
21Barnes & NobleRetailer28%-1
21Macy'sRetailer28%-1
23USAABank26%17
24SearsRetailer26%-3
25Holiday Inn ExpressHotel26%3
26eBayRetailer26%-3
27RegionsBank25%16
28JetBlue AirlinesAirline25%6
29Old NavyRetailer25%-4
30MSNInternet Service24%16
31AppleComputers24%8
32Toys 'R' UsRetailer24%-5
33Best BuyRetailer23%-6
34HiltonHotel23%1
35Rite AidRetailer22%-7
36MedicaidHealth Plan22%11
37StaplesRetailer22%-7
38MedicareHealth Plan22%11
39VanguardInvestment Firm22%6
40AAAInsurance21%8
40Edward JonesInvestment Firm21%6
42A credit unionBank21%12
43A credit unionInvestment Firm20%5
44BordersRetailer20%-9
45AirTran AirwaysAirline20%1
45SheratonHotel20%-3
47Office DepotRetailer19%-10
48Comfort InnHotel19%-3
49KmartRetailer19%-10
50Continental AirlinesAirline19%0
50Holiday InnHotel19%-4
52Motel 6Hotel18%-4
53The HartfordInsurance18%5
5421st CenturyInsurance18%4
55OfficeMaxRetailer18%-11
56Kaiser PermanenteHealth Plan18%7
57Days InnHotel17%-6
58Fidelity InvestmentsInvestment Firm17%1
59SonyComputers16%0
60CompaqComputers16%0
61Hewlett-PackardComputers16%0
62SprintWireless16%3
63ING DirectInvestment Firm16%1
64DellComputers16%-1
65ToshibaComputers16%-1
66SunTrust BankBank16%7
66AcerComputers16%-1
68TravelersInsurance15%2
69TracFoneWireless15%2
70T-MobileWireless15%2
71American FamilyInsurance15%2
72Fifth ThirdBank15%6
73Cox CommunicationsInternet Service14%6
74AOLInternet Service14%6
75Charles SchwabInvestment Firm14%-1
76American AirlinesAirline13%-5
76Wells Fargo AdvisorsInvestment Firm14%-2
78eMachinesComputers13%-3
79CitizensBank13%4
80PNCBank13%4
81Liberty MutualInsurance13%-1
82State FarmInsurance13%-1
83E*TRADEInvestment Firm13%-3
84GapRetailer12%-17
85GEICOInsurance12%-1
86GatewayComputers12%-5
87Merrill LynchInvestment Firm12%-3
88Road RunnerInternet Service11%3
89American ExpressCredit Cards11%8
90Verizon WirelessWireless11%-2
91AT&TWireless11%-2
92AT&TInternet Service11%3
93United AirlinesAirline11%-8
93Best WesternHotel11%-12
95US AirwaysAirline10%-8
96ProgressiveInsurance10%-3
97CablevisionInternet Service10%2
98ING DirectBank10%1
99DirecTVTV Service10%6
100Morgan Stanley Smith BarneyInvestment Firm9%-6
101NationwideInsurance9%-4
102Delta/Northwest AirlinesAirline9%-9
103HumanaHealth Plan9%-2
104Wells FargoCredit Cards9%5
105AllstateInsurance9%-5
105Virgin MobileWireless9%-4
107Bright HouseTV Service8%5
108Cox CommunicationTV Service8%5
109Bank of AmericaBank8%-1
110AT&TTV Service8%5
111US BancorpBank7%-2
112TD BankBank7%-2
112RadioShackRetailer7%-22
114Wells Fargo/ Wachovia BankBank7%-2
115Blue Shield of CaliforniaHealth Plan7%-4
116MetLifeInsurance6%-8
117QwestInternet Service6%-2
118LenovoComputers6%-11
119Optimum (iO)/CablevisionTV Service5%2
120United HealthcareHealth Plan5%-6
121AetnaHealth Plan5%-7
122Capital OneBank4%-5
123ChaseBank4%-5
124ChaseCredit Cards3%0
125TD AmeritradeInvestment Firm2%-13
125Dish Network/EchostarTV Service2%-1
127Time Warner CableTV Service2%-1
128CitibankBank2%-7
129Super 8Hotel2%-21
130DiscoverCredit Cards1%-2
131Capital OneCredit Cards1%-3
132Bank of AmericaCredit Cards0%-3
133ComcastInternet Service0%-8
134CitigroupCredit Cards0%-3
135US BankCredit Cards-1%-4
136Farmers'Insurance-1%-15
137ComcastTV Service-1%-4
138HSBCCredit Cards-1%-5
139Anthem (BCBS)Health Plan-3%-14
140CIGNAHealth Plan-3%-14
141HSBCBank-7%-16
142Charter CommunicationsInternet Service-8%-16
143Charter CommunicationsTV Service-11%-14

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