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

Temkin Online Ratings

The Temkin Online Ratings (TOxR) [formerly called Temkin Web Experience Ratings] is an openly available benchmarking metric for digital interactions. The TOxR is based on consumer feedback of their recent interactions with companies.We asked consumers to rate how satisfied they are with with recent online experiences. Responses are on a scale from 1= “very dissatisfied” to 7= “very satisfied,” We calculate TOxR 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 Online Ratings

To generate the 2017 TOxR, we asked 10,000 U.S. consumers to rate their recent interactions with 282 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Online Experience Ratings (TOxR)Company TOxR minus industry TOxR
1USAABanks86%18
2USAAInsurance79%17
2Advantage Rent-A-CarRental Cars & Transport79%18
4Amazon.comRetailers76%17
4USAACredit Cards76%10
6EtsyRetailers75%16
6CitizensBanks75%7
6SunTrust BankBanks75%7
9U.S. BankBanks74%7
9ACE Rent A CarRental Cars & Transport74%14
9AmazonComputers & Tablets74%13
12DiscoverCredit Cards73%7
13American ExpressCredit Cards72%6
13Papa John'sFast Food72%16
13Holiday Inn ExpressHotels & Rooms72%9
16eBayRetailers71%12
16HaierTV & Appliances71%10
16Georgia PowerUtilities71%10
16Charles SchwabInvestments71%6
20A credit unionBanks70%2
20HyattHotels & Rooms70%7
20Fidelity InvestmentsInvestments70%6
20Apple Retail StoreRetailers70%11
20Rent-a-WreckRental Cars & Transport70%10
25Edward JonesInvestments69%5
25Amazon Prime Instant VideoStreaming Media69%4
25QVCRetailers69%10
25Morgan Stanley Smith BarneyInvestments69%5
25Alabama Power CompanyUtilities69%8
25Dominion Virginia PowerUtilities69%8
25WyndhamHotels & Rooms69%6
25SpotifyStreaming Media69%4
33Fox Rent A CarRental Cars & Transport68%8
33NordstromRetailers68%9
33Old NavyRetailers68%9
33BoschTV & Appliances68%8
33ESPNStreaming Media68%3
33AmazonFreshSupermarkets68%10
33PNCBanks68%0
33JeepAuto Dealers68%5
33Capital OneBanks68%0
33Amazon Prime MusicStreaming Media68%3
33VanguardInvestments68%3
33Ameriprise FinancialInvestments68%3
33HuluStreaming Media68%3
33ChevroletAuto Dealers68%5
33HomeAwayHotels & Rooms68%5
48AudiAuto Dealers67%5
48HBOStreaming Media67%2
48La Quinta InnHotels & Rooms67%4
48TD BankBanks67%-1
48Southwest AirlinesAirlines67%4
48MarriottHotels & Rooms67%4
48TD AmeritradeInvestments67%2
48ElectroluxTV & Appliances67%6
48Best WesternHotels & Rooms67%3
57Courtyard By MarriottHotels & Rooms66%3
57StarzStreaming Media66%1
5721st CenturyInsurance66%4
57KFCFast Food66%10
57WegmansSupermarkets66%8
57Bank of AmericaBanks66%-2
57MetLifeInsurance66%4
57SonyComputers & Tablets66%5
65ScottradeInvestments65%1
65Virgin AmericaAirlines65%3
65ChaseCredit Cards65%0
65FujitsuTV & Appliances65%5
65ChaseBanks65%-3
65BarclaycardCredit Cards65%-1
65NetflixStreaming Media65%0
65MazdaAuto Dealers65%3
65United AirlinesAirlines65%2
65GameStopRetailers65%6
65PublixSupermarkets65%7
65GEICOInsurance65%2
65Alaska AirlinesAirlines65%2
78ToyotaAuto Dealers64%2
78PandoraStreaming Media64%-1
78Bank of AmericaCredit Cards64%-2
78Fairfield InnHotels & Rooms64%1
78iTunesStreaming Media64%-1
78GMCAuto Dealers64%2
78American FamilyInsurance64%2
78Domino'sFast Food64%8
78SoundCloudStreaming Media64%-1
78SonySoftware Firms64%5
78PanasonicTV & Appliances64%3
78SamsungTV & Appliances64%3
78ProgressiveInsurance64%2
78StarbucksFast Food64%8
78ActivisionSoftware Firms64%5
93HitachiTV & Appliances63%3
93CitigroupCredit Cards63%-2
93KrogerSupermarkets63%6
93Capital One 360Investments63%-1
93Barnes & NobleRetailers63%4
93KiaAuto Dealers63%1
93GoogleSoftware Firms63%5
93Hampton InnHotels & Rooms63%0
93Apple MusicStreaming Media63%-2
93Popeye's Louisiana KitchenFast Food63%7
93JetBlue AirlinesAirlines63%0
93Crowne PlazaHotels & Rooms63%-1
93SheratonHotels & Rooms63%-1
93ThriftyRental Cars & Transport63%2
93New York LifeInsurance63%0
108Super 8Hotels & Rooms62%-1
108U.S. BankCredit Cards62%-4
108Florida Power & LightUtilities62%1
108State FarmInsurance62%0
108Wells Fargo AdvisorsInvestments62%-2
108National Car RentalRental Cars & Transport62%2
108HardeesFast Food62%6
108AppleSoftware Firms62%4
108Alamo Rent A CarRental Cars & Transport62%1
108Food LionSupermarkets62%4
108Quality InnHotels & Rooms62%-1
108Wells FargoCredit Cards62%-4
120GooglePlayStreaming Media61%-3
120HiltonHotels & Rooms61%-2
120ShowtimeStreaming Media61%-4
120NationwideInsurance61%-1
120Capital OneCredit Cards61%-5
120Dick's Sporting GoodsRetailers61%2
120AppleComputers & Tablets61%0
120Liberty MutualInsurance61%-2
120E*TRADEInvestments61%-4
120GETV & Appliances61%0
130Macy'sRetailers60%1
130ChryslerAuto Dealers60%-2
130PhilipsTV & Appliances60%0
130Winn-DixieSupermarkets60%2
130Pizza HutFast Food60%4
130Enterprise Rent-A-CarRental Cars & Transport60%0
130Holiday InnHotels & Rooms60%-3
130CostcoRetailers60%1
130CitibankBanks60%-8
130UberRental Cars & Transport60%-1
130SonyTV & Appliances60%-1
141LendingClubInvestments59%-5
141iHeartRadioStreaming Media59%-6
141HyundaiAuto Dealers59%-3
141American AirlinesAirlines59%-4
141BMWAuto Dealers59%-3
141NissanAuto Dealers59%-4
141GapRetailers59%0
141TargetRetailers59%0
149VizioTV & Appliances58%-2
149Home DepotRetailers58%-1
149Southern California Gas CompanyUtilities58%-2
149SafewaySupermarkets58%1
149Hewlett-PackardComputers & Tablets58%-2
149Cricket WirelessWireless58%5
149The HartfordInsurance58%-4
149Wells FargoBanks58%-10
149US CellularWireless58%5
149Duke Energy ProgressUtilities58%-3
149CarMaxAuto Dealers58%-4
149FordAuto Dealers58%-4
149Toys 'R' UsRetailers58%-1
149Kaiser PermanenteHealth Plans58%10
149DollarRental Cars & Transport58%-3
149Dunkin' DonutsFast Food58%2
149AllstateInsurance58%-5
166UPSParcel Delivery57%3
166Best BuyRetailers57%-2
166FedExParcel Delivery57%3
166H-E-BSupermarkets57%-1
166Michael'sRetailers57%-2
166Delta AirlinesAirlines57%-6
166IntuitSoftware Firms57%-1
166Little Caesar'sFast Food57%1
166DHLParcel Delivery57%2
175LGTV & Appliances56%-4
175Southern California EdisonUtilities56%-4
175WalgreensRetailers56%-3
175Barnes & NobleComputers & Tablets56%-4
175Bed Bath & BeyondRetailers56%-3
175Motel 6Hotels & Rooms56%-7
175ToshibaTV & Appliances56%-5
175HumanaHealth Plans56%8
175T-MobileWireless56%2
175Pacific Gas and Electric CompanyUtilities56%-5
175Merrill LynchInvestments56%-9
175IHOPFast Food56%0
175MitsubishiTV & Appliances56%-5
175McAfeeSoftware Firms56%-3
175AcerComputers & Tablets56%-5
190Chick-fil-AFast Food55%0
190AldiSupermarkets55%-2
190HondaAuto Dealers55%-7
190Comfort InnHotels & Rooms55%-8
190ShopRiteSupermarkets55%-2
190Chipotle Mexican GrillFast Food55%0
190AsusComputers & Tablets55%-5
190Advance Auto PartsRetailers55%-4
190A credit unionInvestments55%-9
190DellComputers & Tablets55%-5
190Hy-VeeSupermarkets55%-3
190StaplesRetailers55%-4
190SiriusXMStreaming Media55%-10
190DodgeAuto Dealers55%-7
190Kohl'sRetailers55%-4
190ToshibaComputers & Tablets55%-6
190CIGNAHealth Plans55%7
190MicrosoftSoftware Firms55%-4
190HertzRental Cars & Transport55%-6
190Stop & ShopSupermarkets55%-3
210AT&TWireless54%1
210O'Reilly Auto PartsRetailers54%-5
210TracFoneWireless54%1
210FarmersInsurance54%-8
210JCPenneyRetailers54%-5
210Save-a-LotSupermarkets54%-4
210SymantecSoftware Firms54%-4
210Burger KingFast Food54%-2
210PetSmartRetailers54%-5
219AirbnbHotels & Rooms53%-10
219AdobeSoftware Firms53%-5
219TriCareHealth Plans53%5
219Verizon WirelessWireless53%-1
219MetroPCSWireless53%-1
219CablevisionTV/Internet Service53%9
225SearsRetailers52%-7
225AAAInsurance52%-10
225Whole FoodsSupermarkets52%-6
225Dollar GeneralRetailers52%-7
225Office DepotRetailers52%-7
225Lowe'sRetailers52%-7
225Sam's ClubRetailers52%-7
225Wendy'sFast Food52%-4
225Dish NetworkTV/Internet Service52%8
225Rite AidRetailers52%-7
225BlackboardSoftware Firms52%-7
225SubwayFast Food52%-4
237Panera BreadFast Food51%-4
237WhirlpoolTV & Appliances51%-9
237AOLTV/Internet Service51%7
237United HealthcareHealth Plans51%4
237Dairy QueenFast Food51%-5
237BudgetRental Cars & Transport51%-10
237TravelersInsurance51%-11
244DirecTVTV/Internet Service50%6
244AvisRental Cars & Transport50%-10
244Virgin MobileWireless50%-4
244SharpTV & Appliances50%-11
244Trader Joe'sSupermarkets50%-8
244LenovoComputers & Tablets50%-11
244Wal-MartRetailers50%-9
251Dollar TreeRetailers49%-10
251Giant EagleSupermarkets49%-9
251Spirit AirlinesAirlines49%-13
251U.S. Postal ServiceParcel Delivery49%-6
251MedicareHealth Plans49%1
251Family DollarRetailers49%-10
251LyftRental Cars & Transport49%-12
251AT&TTV/Internet Service49%5
2517-ElevenRetailers49%-10
260Commonwealth EdisonUtilities48%-13
260Charter CommunicationsTV/Internet Service48%4
260SprintWireless48%-5
260AutoZoneRetailers48%-11
260Jack in the BoxFast Food48%-8
265VerizonTV/Internet Service47%3
266AlbertsonsSupermarkets46%-11
266KmartRetailers46%-13
268CVSRetailers45%-14
269VonsSupermarkets43%-14
269McDonaldsFast Food43%-12
269AnthemHealth Plans43%-4
269BCBS plan not listedHealth Plans43%-5
269AetnaHealth Plans43%-5
274RossRetailers41%-18
274Days InnHotels & Rooms41%-22
274MedicaidHealth Plans41%-7
277Taco BellFast Food39%-16
277Sonic Drive-InFast Food39%-17
279Time Warner CableTV/Internet Service38%-6
280Bright House NetworksTV/Internet Service37%-7
281Cox CommunicationsTV/Internet Service36%-8
282ComcastTV/Internet Service35%-9

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

2016 TEMKIN Online RATINGS

To generate the 2016 TOxR, we asked 10,000 U.S. consumers to rate their recent interactions with 257 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Online Experience Ratings (TOxR)Company TOxR versus industry TOxR
1USAABanks76%11
2RegionsBanks75%10
2Amazon.comRetailers75%19
4USAAInsurance Carriers73%18
4Amazon (Kindle)Computers & Tablets73%19
6Capital One 360Banks72%7
6QVCRetailers72%15
8TD BankBanks71%6
9A credit unionBanks69%4
9USAACredit Cards69%8
11Wells FargoBanks68%3
12PNCBanks66%1
12ChaseBanks66%1
14ChaseCredit Cards65%4
14Capital OneCredit Cards65%5
14DiscoverCredit Cards65%5
14VanguardInvestment Firms65%8
14eBayRetailers65%9
14Courtyard By MarriottHotels65%11
14Holiday Inn ExpressHotels65%11
21Bank of AmericaBanks64%-1
21SunTrust BankBanks64%-1
21Capital OneBanks64%-1
21Sam's ClubRetailers64%8
25NordstromRetailers63%7
25GEICOInsurance Carriers63%7
25Best WesternHotels63%9
28BarclaycardCredit Cards62%2
28Fidelity InvestmentsInvestment Firms62%5
28HiltonHotels62%8
31Morgan Stanley Smith BarneyInvestment Firms61%4
31OfficeMaxRetailers61%4
31WyndhamHotels61%7
31PublixSupermarkets61%7
35Fifth ThirdBanks60%-5
35American ExpressCredit Cards60%-1
35Edward JonesInvestment Firms60%3
35Lowe'sRetailers60%4
35Macy'sRetailers60%4
35AllstateInsurance Carriers60%5
35H-E-BSupermarkets60%6
35Save-a-LotSupermarkets60%7
35KrogerSupermarkets60%7
35Southwest AirlinesAirlines60%8
35Little Caesar’sFast Food60%8
46U.S. BankBanks59%-6
46Merrill LynchInvestment Firms59%2
46Advance Auto PartsRetailers59%3
46Barnes & Noble (Nook)Computers & Tablets59%6
46JetBlue AirlinesAirlines59%6
46HardeesFast Food59%7
46Pizza HutFast Food59%7
46Georgia PowerUtilities59%11
54Office DepotRetailers58%2
54AutoZoneRetailers58%2
54ProgressiveInsurance Carriers58%3
54Giant EagleSupermarkets58%4
54ShopRiteSupermarkets58%4
54MarriottHotels58%4
54AldiSupermarkets58%4
54GoogleSoftware Firms58%7
54SamsungMajor Appliances58%10
63Bank of AmericaCredit Cards57%-4
63U.S. BankCredit Cards57%-3
63Charles SchwabInvestment Firms57%0
63Kohl'sRetailers57%1
63Best BuyRetailers57%1
63Alaska AirlinesAirlines57%5
63Domino’sFast Food57%6
63IntuitSoftware Firms57%6
63FordAuto Dealers57%7
63Southern California Gas CompanyUtilities57%9
73TD AmeritradeInvestment Firms56%-1
73A credit unionInvestment Firms56%-1
73Wells Fargo AdvisorsInvestment Firms56%-1
73TargetRetailers56%-1
73O'Reilly Auto PartsRetailers56%0
73State FarmInsurance Carriers56%1
73Winn-DixieSupermarkets56%2
73AppleComputers & Tablets56%2
73Dunkin’ DonutsFast Food56%4
73IHOPFast Food56%5
73National Car RentalRental Cars56%6
84CitizensBanks55%-10
84Ameriprise FinancialInvestment Firms55%-2
84Barnes & NobleRetailers55%-1
84Home DepotRetailers55%-1
84SearsRetailers55%-1
84TravelersInsurance Carriers55%0
84Virgin AmericaAirlines55%3
84Chick-fil-AFast Food55%4
84Taco BellFast Food55%4
84Advantage Rent-A-CarRental Cars55%6
84MetroPCSWireless Carriers55%6
95CitibankBanks54%-11
95CitigroupCredit Cards54%-6
95Wells FargoCredit Cards54%-6
95JCPenneyRetailers54%-3
95ScottradeInvestment Firms54%-3
95Toys 'R' UsRetailers54%-2
95CostcoRetailers54%-2
95Dollar TreeRetailers54%-2
95Old NavyRetailers54%-2
95PetSmartRetailers54%-2
95Comfort InnHotels54%0
95La Quinta InnHotels54%0
95Hampton InnHotels54%0
95WegmansSupermarkets54%1
95Wendy’sFast Food54%2
95Apple (for software)Software Firms54%3
95NissanAuto Dealers54%4
95Enterprise Rent-A-CarRental Cars54%5
95Kaiser PermanenteHealth Plans54%14
114Dollar GeneralRetailers53%-3
114MetLifeInsurance Carriers53%-2
114Food LionSupermarkets53%-1
114SafewaySupermarkets53%-1
114UPSParcel Delivery53%2
114Virgin MobileWireless Carriers53%4
114ACE Rent A CarRental Cars53%4
114WhirlpoolMajor Appliances53%5
114Florida Power & LightUtilities53%5
1237-ElevenRetailers52%-4
123Liberty MutualInsurance Carriers52%-4
123GameStopRetailers52%-4
123CVSRetailers52%-4
123HyattHotels52%-2
123American AirlinesAirlines52%0
123DHLParcel Delivery52%1
123FedExParcel Delivery52%1
123HyundaiAuto Dealers52%2
123ChevroletAuto Dealers52%2
123BudgetRental Cars52%2
123TracFoneWireless Carriers52%4
123Southern California EdisonUtilities52%4
136KmartRetailers51%-6
136StaplesRetailers51%-5
13621st CenturyInsurance Carriers51%-4
136NationwideInsurance Carriers51%-4
136DellComputers & Tablets51%-3
136Hy-VeeSupermarkets51%-3
136Hewlett-PackardComputers & Tablets51%-3
136Delta AirlinesAirlines51%-1
136ActivisionSoftware Firms51%0
136AudiAuto Dealers51%1
136ToyotaAuto Dealers51%2
136AOLInternet Service51%12
148Foot LockerRetailers50%-6
148Bed Bath & BeyondRetailers50%-6
148T.J. MaxxRetailers50%-6
148Crowne PlazaHotels50%-4
148MicrosoftSoftware Firms50%-1
148SonySoftware Firms50%0
148Fox Rent A CarRental Cars50%0
148Alamo Rent A CarRental Cars50%0
148HondaAuto Dealers50%0
148Verizon WirelessWireless Carriers50%1
148BoschMajor Appliances50%2
159E*TRADEInvestment Firms49%-8
159GapRetailers49%-8
159WalgreensRetailers49%-7
159AlbertsonsSupermarkets49%-5
159AcerComputers & Tablets49%-5
159KFCFast Food49%-3
159Arby’sFast Food49%-2
159T-MobileWireless Carriers49%0
159ElectroluxMajor Appliances49%1
168Capital One 360Investment Firms48%-9
168BJ’s Wholesale ClubRetailers48%-8
168RossRetailers48%-8
168FarmersInsurance Carriers48%-7
168SonyComputers & Tablets48%-5
168United AirlinesAirlines48%-4
168Sonic Drive-InFast Food48%-3
168SubwayFast Food48%-3
168StarbucksFast Food48%-3
168McAfeeSoftware Firms48%-3
168SymantecSoftware Firms48%-3
168U.S. Postal ServiceParcel Delivery48%-2
168AT&TWireless Carriers48%-1
168Duke Energy ProgressUtilities48%0
168AetnaHealth Plans48%8
183Michael’sRetailers47%-9
183Holiday InnHotels47%-7
183HertzRental Cars47%-3
183BMWAuto Dealers47%-2
183CenterPoint EnergyUtilities47%-1
188Wal-MartRetailers46%-10
188Stop & ShopSupermarkets46%-8
188HannafordSupermarkets46%-8
188Whole FoodsSupermarkets46%-8
188BlackboardSoftware Firms46%-5
188JeepAuto Dealers46%-4
188CadillacAuto Dealers46%-4
188AvisRental Cars46%-3
188LGMajor Appliances46%-2
188TriCareHealth Plans46%6
188Cablevision OptimumTV Service46%8
188Dish NetworkTV Service46%8
188Bright House NetworksTV Service46%9
201MarshallsRetailers45%-12
201Rite AidRetailers45%-11
201GatewayComputers & Tablets45%-9
201LenovoComputers & Tablets45%-8
201Jack in the BoxFast Food45%-6
201GEMajor Appliances45%-3
201AT&TInternet Service45%6
208AAAInsurance Carriers44%-11
208VonsSupermarkets44%-10
208ToshibaComputers & Tablets44%-9
208DodgeAuto Dealers44%-6
208SprintWireless Carriers44%-5
208CablevisionInternet Service44%5
208DirecTVTV Service44%6
215HSBCCredit Cards43%-18
215Family DollarRetailers43%-13
215DollarRental Cars43%-6
215CIGNAHealth Plans43%3
215VerizonInternet Service43%4
220Ace HardwareRetailers42%-14
220Dairy QueenFast Food42%-9
220Burger KingFast Food42%-9
223Trader Joe’sSupermarkets41%-12
223Pacific Gas and Electric CompanyUtilities41%-6
223HumanaHealth Plans41%1
226American FamilyInsurance Carriers40%-15
226AdobeSoftware Firms40%-11
226Commonwealth EdisonUtilities40%-7
226MedicareHealth Plans40%0
226United HealthcareHealth Plans40%0
226VerizonTV Service40%2
232McDonaldsFast Food39%-12
232Blue Shield of CaliforniaHealth Plans39%-1
234Super 8Hotels38%-16
234HaierMajor Appliances38%-10
234ToshibaMajor Appliances38%-9
234PSE&GUtilities38%-9
234BCBS plan not listedHealth Plans38%-2
234Charter CommunicationsInternet Service38%-1
240US AirwaysAirlines37%-15
240HitachiMajor Appliances37%-11
240Anthem (BCBS)Health Plans37%-3
240Time Warner CableTV Service37%-1
240AT&TTV Service37%-1
245Spirit AirlinesAirlines36%-16
245Time Warner CableInternet Service36%-3
245Cox CommunicationsInternet Service36%-3
248Charter CommunicationsTV Service35%-3
248Cox CommunicationsTV Service35%-2
250Motel 6Hotels34%-20
250MedicaidHealth Plans34%-6
252CompaqComputers & Tablets33%-21
253FujitsuMajor Appliances31%-16
254Days InnHotels30%-24
254ComcastInternet Service30%-8
256ComcastTV Service29%-9
257Health NetHealth Plans25%-15

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

2015 TEMKIN Online RATINGS

To generate the 2015 TOxR, we asked 10,000 U.S. consumers to rate their recent interactions with 262 companies across 20 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295+.

RankCompanyIndustryTemkin Online Experience Ratings (TOxR)Company TOxR versus industry TOxR
1USAABank79%19
2Chick-fil-AFast food75%16
3A credit unionBank74%15
3AldiSupermarket74%9
3Trader Joe'sSupermarket74%9
6USAAInsurance73%16
6PublixSupermarket73%8
8USAACredit cards72%17
9Panera BreadFast food71%13
9H-E-BSupermarket71%6
11Amazon.comRetailer70%9
12Bed Bath & BeyondRetailer69%8
13LexusAuto dealer68%15
13eBayRetailer68%7
13CostcoRetailer68%7
13JCPenneyRetailer68%7
13Home DepotRetailer68%7
18RegionsBank67%8
18SunTrust BankBank67%7
18Lowe'sRetailer67%7
18O'Reilly Auto PartsRetailer67%7
18Whole FoodsSupermarket67%2
23JetBlue AirlinesAirline66%17
23MarriottHotel66%13
23AmazonComputers66%12
23Fidelity InvestmentsInvestments66%10
23Sam's ClubRetailer66%6
23QVCRetailer66%6
23PetSmartRetailer66%6
23AutoZoneRetailer66%5
23KrogerSupermarket66%1
23Food LionSupermarket66%1
33Rite AidRetailer65%5
33Barnes & NobleRetailer65%5
35Residence InnHotel64%10
35Capital One 360Bank64%4
35WalgreensRetailer64%4
35MarshallsRetailer64%3
35WegmansSupermarket64%-1
40AppleComputers63%9
40Dunkin' DonutsFast food63%5
40Dairy QueenFast food63%5
40Sonic Drive-InFast food63%4
40ChaseBank63%3
45Southwest AirlinesAirline62%12
45HiltonHotel62%8
45American ExpressCredit cards62%7
45State FarmInsurance62%6
45Papa John'sFast food62%4
45TD BankBank62%2
45PNCBank62%2
45Ace HardwareRetailer62%2
45Advance Auto PartsRetailer62%1
45Apple Retail StoreRetailer62%1
45Hy-VeeSupermarket62%-3
45Giant EagleSupermarket62%-3
45ShopRiteSupermarket62%-3
58Georgia PowerUtility61%17
58Courtyard By MarriottHotel61%8
58StarbucksFast food61%3
58Panda ExpressFast food61%3
58Family DollarRetailer61%1
58Victoria SecretRetailer61%0
64Southern California Gas CompanyUtility60%16
64SheratonHotel60%7
64A credit unionInvestments60%5
64AAAInsurance60%3
64GEICOInsurance60%3
64Popeye's Louisiana KitchenFast food60%1
64T.J. MaxxRetailer60%-1
64Dollar GeneralRetailer60%-1
72ToyotaAuto dealer59%6
72Holiday InnHotel59%6
72DiscoverCredit cards59%4
72Charles SchwabInvestments59%3
72HardeesFast food59%0
72U.S. BankBank59%-1
72AlbertsonsSupermarket59%-6
72Stop & ShopSupermarket59%-6
80TriCareHealth plan58%18
80NationalCar rentals58%9
80HyattHotel58%4
80Capital OneCredit cards58%3
80Ameriprise FinancialInvestments58%2
80The HartfordInsurance58%2
80Taco BellFast food58%0
80Chipotle Mexican GrillFast food58%0
80Arby'sFast food58%-1
80Pizza HutFast food58%-1
80Domino'sFast food58%-1
80RossRetailer58%-2
80Macy'sRetailer58%-2
80GameStopRetailer58%-2
80CVSRetailer58%-2
80StaplesRetailer58%-3
80Toys 'R' UsRetailer58%-3
97SonySoftware57%10
97AppleSoftware57%9
97EnterpriseCar rentals57%8
97MazdaAuto dealer57%5
97Holiday Inn ExpressHotel57%4
97DoubletreeHotel57%3
97U.S. BankCredit cards57%2
97Morgan Stanley Smith BarneyInvestments57%1
97Kohl'sRetailer57%-3
97Dollar TreeRetailer57%-3
97TargetRetailer57%-3
97BJ's Wholesale ClubRetailer57%-4
97OfficeMaxRetailer57%-4
110ACE Rent A CarCar rentals56%7
110Delta AirlinesAirline56%6
110NissanAuto dealer56%4
110HondaAuto dealer56%3
110Hampton InnHotel56%2
110UPSParcel delivery56%1
110VanguardInvestments56%1
110ProgressiveInsurance56%0
110Wendy'sFast food56%-3
110Bank of AmericaBank56%-3
110Capital OneBank56%-4
1107-ElevenRetailer56%-4
122BMWAuto dealer55%2
122U.S. Postal ServiceParcel delivery55%1
122Hewlett-PackardComputers55%1
122Merrill LynchInvestments55%-1
122ScottradeInvestments55%-1
122AllstateInsurance55%-1
122American FamilyInsurance55%-2
122KFCFast food55%-3
122Best BuyRetailer55%-5
122Office DepotRetailer55%-5
122KmartRetailer55%-6
122SafewaySupermarket55%-10
134Alaska AirlinesAirline54%4
134KenmoreAppliances54%4
134Virgin AmericaAirline54%4
134DodgeAuto dealer54%1
134Mercedes-BenzAuto dealer54%1
134ToshibaComputers54%0
134Little Caesar'sFast food54%-4
134SubwayFast food54%-5
134CitizensBank54%-6
143SamsungAppliances53%4
143CadillacAuto dealer53%0
143VolkswagenAuto dealer53%0
143CitigroupCredit cards53%-1
143FedExParcel delivery53%-1
143TravelersInsurance53%-4
143McDonaldsFast food53%-6
150HumanaHealth plan52%12
150SubaruAuto dealer52%0
150BuickAuto dealer52%-1
150FordAuto dealer52%-1
150KiaAuto dealer52%-1
150SonyComputers52%-1
150Barnes & NobleComputers52%-2
150Fairfield InnHotel52%-2
150Bank of AmericaCredit cards52%-3
150Capital One 360Investments52%-3
150True ValueRetailer52%-8
150Wal-MartRetailer52%-9
150Bi-LoSupermarket52%-13
163Kaiser PermanenteHealth plan51%11
163AlamoCar rentals51%2
163Advantage Rent-A-CarCar rentals51%2
163Embassy SuitesHotel51%-3
163ChaseCredit cards51%-3
163Edward JonesInvestments51%-4
163Wells Fargo AdvisorsInvestments51%-5
163Wells FargoBank51%-8
163GapRetailer51%-10
172Virgin MobileWireless50%8
172MetroPCSWireless50%7
172ActivisionSoftware50%3
172GoogleSoftware50%2
172BoschAppliances50%0
172WhirlpoolAppliances50%0
172GMAuto dealer50%-3
172Best WesternHotel50%-3
172WestinHotel50%-4
172Quality InnHotel50%-4
172BarclaycardCredit cards50%-5
172E*TRADEInvestments50%-6
172NationwideInsurance50%-7
185T-MobileWireless49%7
185SymantecSoftware49%2
185LGAppliances49%-1
185Wells FargoCredit cards49%-6
185MetLifeInsurance49%-8
185Burger KingFast food49%-10
185Old NavyRetailer49%-12
192Florida Power & LightUtility48%4
192Southern California EdisonUtility48%4
192ElectroluxAppliances48%-1
192ToshibaAppliances48%-1
192ChevroletAuto dealer48%-4
192HyundaiAuto dealer48%-5
192AudiAuto dealer48%-5
192Super 8Hotel48%-6
200LenovoComputers47%-6
200Comfort InnHotel47%-7
200FarmersInsurance47%-9
200Liberty MutualInsurance47%-10
200Jack in the BoxFast food47%-12
200CitibankBank47%-13
206Pacific Gas and Electric CompanyUtility46%2
206McAfeeSoftware46%-1
206BudgetCar rentals46%-2
206ChryslerAuto dealer46%-6
206Ramada InnHotel46%-8
206AcerComputers46%-8
212DirecTVTV service45%14
212United HealthcareHealth plan45%4
212AirTran AirwaysAirline45%-4
212La Quinta InnHotel45%-8
212DHLParcel delivery45%-10
212TD AmeritradeInvestments45%-10
21221st CenturyInsurance45%-11
212SearsRetailer45%-16
220MicrosoftSoftware44%-3
220FujitsuAppliances44%-5
220AsusComputers44%-10
220PNCCredit cards44%-10
220RadioShackRetailer44%-17
225MedicaidHealth plan43%3
225MedicareHealth plan43%3
225PSE&GUtility43%-1
225IntuitSoftware43%-5
225AvisCar rentals43%-6
225Days InnHotel43%-10
225Crowne PlazaHotel43%-10
225DellComputers43%-11
225BB&TBank43%-17
234BCBS of MichiganHealth plan42%2
234TracFoneWireless42%0
234HertzCar rentals42%-7
234US AirwaysAirline42%-7
234American AirlinesAirline42%-8
239AT&TWireless41%-1
239AdobeSoftware41%-7
239Fox Rent A CarCar rentals41%-8
239HitachiAppliances41%-8
243Verizon WirelessWireless40%-2
243HaierAppliances40%-9
243Motel 6Hotel40%-14
246AOLInternet service39%9
246Cablevision OptimumTV service39%8
246VerizonTV service39%7
246DollarCar rentals39%-10
246HSBCCredit cards39%-16
251Charter CommunicationsInternet service38%8
251Dish NetworkTV service38%6
251AT&TTV service38%6
251Duke Energy ProgressUtility38%-6
251JeepAuto dealer38%-14
256Blue Shield of CaliforniaHealth plan37%-3
256Blue Cross Blue Shield plan not listed aboveHealth plan37%-3
256Spirit AirlinesAirline37%-13
259VerizonInternet service36%6
259AT&TInternet service36%5
261AetnaHealth plan35%-5
262Bright House NetworksTV service34%2
262AnthemHealth plan34%-6
262SprintWireless34%-8
262Commonwealth EdisonUtility34%-10
262United AirlinesAirline34%-16
267CIGNAHealth plan33%-7
268CenturyLinkInternet service32%2
269Cox CommunicationsInternet service30%0
270FrontierInternet service29%-1
270Time Warner CableInternet service29%-2
272Time Warner CableTV service27%-5
272BlackboardSoftware27%-20
274Charter CommunicationsTV service25%-6
275Cox CommunicationsTV service24%-8
276Consolidated Edison Company of New YorkUtility22%-22
277ComcastInternet service17%-14
277ComcastTV service17%-14

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

2014 TEMKIN Online RATINGS

To generate the 2014 TOxR, we asked 10,000 U.S. consumers to rate their recent interactions with 222 companies across 19 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

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

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

2013 TEMKIN Online RATINGS

To generate the 2013 TOxR, we asked 10,000 U.S. consumers to rate their recent interactions with 211 companies across 19 industries.We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Online Experience Ratings (TOxR)Company TOxR versus industry TOxR
1Amazon.comRetailer77%21
2USAABank75%13
3USAAInsurance carrier73%20
4RegionsBank72%9
5AdvantageRental car agency70%17
5US BancorpBank70%8
5eBayRetailer70%14
8A credit unionBank69%7
8QVCRetailer69%14
10Charles SchwabInvestment firm68%10
10Fidelity InvestmentsInvestment firm68%10
10ING DirectBank68%5
13Ameriprise FinancialInvestment firm66%8
14USAACredit card issuer64%9
14VanguardInvestment firm64%5
16HiltonHotel chain63%8
16PNCBank63%1
16MarriottHotel chain63%7
16Courtyard By MarriottHotel chain63%7
16Sonic Drive-InFast food chain63%12
16GameStopRetailer63%7
22Wells FargoBank62%0
22TD AmeritradeInvestment firm62%3
22Kaiser PermanenteHealth plan62%19
22Barnes & NobleRetailer62%6
26CitibankBank61%-1
26Holiday Inn ExpressHotel chain61%6
26Old NavyRetailer61%5
26Macy'sRetailer61%5
30OfficeMaxRetailer60%4
30Hampton InnHotel chain60%5
30Lowe'sRetailer60%4
33GEICOInsurance carrier59%6
33American ExpressCredit card issuer59%4
33PublixGrocery chain59%7
33TD BankBank59%-3
33ChaseBank59%-3
33Wells FargoCredit card issuer59%3
33SearsRetailer59%3
33AppleComputer maker59%8
41ScottradeInvestment firm58%0
41Bank of AmericaBank58%-4
41MetLifeInsurance carrier58%5
41StarbucksFast food chain58%8
41E*TRADEInvestment firm58%-1
41Advance Auto PartsRetailer58%2
47FedExParcel delivery service57%4
47AvisRental car agency57%4
47GoogleSoftware firm57%6
47KrogerGrocery chain57%5
47FordAuto dealer57%4
47AldiGrocery chain57%5
47NationwideInsurance carrier57%3
54Best WesternHotel chain56%1
54ING DirectInvestment firm56%-2
54Trader Joe'sGrocery chain56%4
54SafewayGrocery chain56%4
54Domino'sFast food chain56%6
54State FarmInsurance carrier56%3
54Dollar GeneralRetailer56%0
54Capital OneCredit card issuer56%0
54ProgressiveInsurance carrier56%3
54AutoZoneRetailer56%0
54ChaseCredit card issuer56%0
54Apple (for software)Software firm56%5
54DiscoverCredit card issuer56%0
54Capital OneBank56%-7
54Apple StoreRetailer56%0
54Pizza HutFast food chain56%5
70HertzRental car agency55%2
70ToyotaAuto dealer55%2
70Bank of AmericaCredit card issuer55%0
70HondaAuto dealer55%2
70Office DepotRetailer55%-1
70Chick-fil-AFast food chain55%5
70BMWAuto dealer55%1
77EnterpriseRental car agency53%0
77Sam's ClubRetailer53%-2
77HSBCBank53%-9
77Family DollarRetailer53%-3
77Giant EagleGrocery chain53%1
77Toys 'R' UsRetailer53%-3
77JCPenneyRetailer53%-3
77UPSParcel delivery service53%0
77TargetRetailer53%-3
77A credit unionInvestment firm53%-6
77Dunkin' DonutsFast food chain53%2
88Fifth ThirdBank52%-10
88FujitsuAppliance maker52%5
88CitigroupCredit card issuer52%-3
88MicrosoftSoftware firm52%1
88DollarRental car agency52%-1
88AllstateInsurance carrier52%-1
88Save-a-LotGrocery chain52%0
88TriCareHealth plan52%9
88Merrill LynchInvestment firm52%-6
88DellComputer maker52%2
88WalgreensRetailer52%-4
88Liberty MutualInsurance carrier52%-1
88SamsungAppliance maker52%5
88BlackboardSoftware firm52%1
88ActivisionSoftware firm52%1
103HardeesFast food chain51%1
103NissanAuto dealer51%-2
103Little Caesar'sFast food chain51%1
103Hewlett-PackardComputer maker51%1
103US BankCredit card issuer51%-4
103HyundaiAuto dealer51%-2
103Arby'sFast food chain51%1
103Rite AidRetailer51%-5
103Wells Fargo AdvisorsInvestment firm51%-8
103ChevroletAuto dealer51%-3
113SymantecSoftware firm50%0
113Edward JonesInvestment firm50%-8
113Whole FoodsGrocery chain50%-2
113CompaqComputer maker50%-1
113SubwayFast food chain50%0
113Kohl'sRetailer50%-6
119IntuitSoftware firm49%-1
119Burger KingFast food chain49%-1
119StaplesRetailer49%-7
119H.E.B.Grocery chain49%-3
119US Postal ServiceParcel delivery service49%-4
119AdobeSoftware firm49%-2
119SonyComputer maker49%-2
119Jack in the BoxFast food chain49%-1
127ToshibaComputer maker48%-2
127HSBCCredit card issuer48%-7
127FarmersInsurance carrier48%-5
130Holiday InnHotel chain47%-8
130ShopRiteGrocery chain47%-5
130GEAppliance maker47%0
1307-ElevenRetailer47%-9
130Morgan Stanley Smith BarneyInvestment firm47%-12
130Wal-MartRetailer47%-9
130Home DepotRetailer47%-9
130Wendy'sFast food chain47%-3
130Crowne PlazaHotel chain47%-9
139Delta/Northwest AirlinesAirline46%6
139Winn-DixieGrocery chain46%-6
139AetnaHealth plan46%4
139Virgin MobileWireless carrier46%2
139PetSmartRetailer46%-10
139Best BuyRetailer46%-10
139Blue Shield of CaliforniaHealth plan46%3
139TravelersInsurance carrier46%-7
139Stop & ShopGrocery chain46%-6
139Food LionGrocery chain46%-6
139AlbertsonsGrocery chain46%-6
139Verizon WirelessWireless carrier46%2
151SprintWireless carrier45%1
151MetroPCSWireless carrier45%1
151TracFoneWireless carrier45%1
151AcerComputer maker45%-5
151BudgetRental car agency45%-8
151CVSRetailer45%-11
151Comfort InnHotel chain45%-10
158WhirlpoolAppliance maker44%-3
158eMachinesComputer maker44%-6
158ToshibaAppliance maker44%-3
158AlamoRental car agency44%-9
158Dish Network/EchoStarTV service provider44%5
158SonySoftware firm44%-7
158DirecTVTV service provider44%5
158GatewayComputer maker44%-7
166LGAppliance maker43%-4
166AT&TWireless carrier43%-1
168HumanaHealth plan42%0
168Dollar TreeRetailer42%-14
168American AirlinesAirline42%1
171CIGNAHealth plan41%-1
171US AirwaysAirline41%1
171McAfeeSoftware firm41%-10
171United HealthcareHealth plan41%-2
171LenovoComputer maker41%-10
171ComcastTV service provider41%2
171KmartRetailer41%-15
171T-MobileWireless carrier41%-3
179McDonaldsFast food chain40%-10
179Anthem (BCBS)Health plan40%-2
179Southwest AirlinesAirline40%0
179VerizonTV service provider40%1
179AAAInsurance carrier40%-14
179Days InnHotel chain40%-16
179KFCFast food chain40%-11
186MedicaidHealth plan39%-4
187QwestInternet service provider38%5
187AOLInternet service provider38%4
187American FamilyInsurance carrier38%-16
190Cox CommunicationsTV service provider37%-1
190Road RunnerInternet service provider37%3
192RadioShackRetailer36%-20
19221st CenturyInsurance carrier36%-17
194CareFirst (BCBS)Health plan35%-8
194Charter CommunicationsTV service provider35%-4
194AT&TTV service provider35%-4
194CoxInternet service provider35%1
198Taco BellFast food chain34%-16
198VerizonInternet service provider34%1
198Bright House NetworksTV service provider34%-5
198MedicareHealth plan34%-9
198AT&TInternet service provider34%0
203Optimum (iO)/CablevisionTV service provider33%-6
203United AirlinesAirline33%-8
205ComcastInternet service provider32%-1
206Time Warner CableTV service provider31%-8
206Charter CommunicationsInternet service provider31%-3
208CablevisionInternet service provider28%-6
209EarthLinkInternet service provider27%-6
210Health NetHealth plan22%-21
211MSNInternet service provider20%-13

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

2012 TEMKIN Online RATINGS

To generate the 2012 TOxR, we asked 10,000 U.S. consumers to rate their recent interactions with 159 companies across 18 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

RankCompanyIndustryTemkin Online Experience Ratings (TOxR)Company TOxR versus industry TOxR
1Amazon.comRetail76%18
2Credit unionsBank69%10
3USAABank68%9
3PNCBank68%9
5Southwest AirlinesAirline67%12
6eBayRetail66%7
6Sam's ClubRetail66%7
6USAAInsurance66%12
9ShopRiteGrocery65%13
9JCPenneyRetail65%6
9ING DirectBank65%5
12MarriottHotel chain64%10
12Charles SchwabInvestments64%5
12DiscoverCredit cards64%9
12VanguardInvestments64%5
16ING DirectInvestments63%4
16Barnes & NobleRetail63%4
16H.E.B.Grocery63%11
19Fidelity InvestmentsInvestments62%4
19PublixGrocery62%10
19American ExpressCredit cards62%7
19TD AmeritradeInvestments62%3
19StarbucksFast Food62%11
24AppleComputer maker61%10
24E*TRADEInvestments61%2
24Wells Fargo/ Wachovia BankBank61%2
24Kaiser PermanenteHealth plan61%21
24U.S. BankCredit cards61%6
24ChaseBank61%1
30ProgressiveInsurance60%6
31HiltonHotel chain59%5
31AllstateInsurance59%5
33ChaseCredit cards58%4
33HSBCBank58%-1
33GEICOInsurance58%4
33Domino'sFast Food58%7
33Credit unionsInvestments58%-1
33JetBlue AirlinesAirline58%3
33Pizza HutFast Food58%7
33U.S. BancorpBank58%-2
41Continental AirlinesAirline57%2
41Best WesternHotel chain57%3
41SamsungAppliances57%6
41BudgetCar rental57%4
41Wal-MartRetail57%-2
41FedExParcel delivery57%4
47AldiGrocery56%4
47LGAppliances56%5
47TargetRetail56%-3
47Comfort InnHotel chain56%2
47Macy'sRetail56%-3
52HertzCar rental55%3
52Lowe'sRetail55%-4
52Capital OneBank55%-4
52CVSRetail55%-4
52Chick-fil-AFast Food55%4
57ToshibaAppliances54%3
57Burger KingFast Food54%3
57ToshibaComputer maker54%2
57American AirlinesAirline54%-1
61UPSParcel delivery53%1
61State FarmInsurance53%-1
61Hampton InnHotel chain53%-1
61FordAuto dealer53%2
61Capital OneCredit cards53%-2
61NationwideInsurance53%-1
67Holiday Inn ExpressHotel chain52%-2
67CostcoRetail52%-6
67Best BuyRetail52%-6
67Home DepotRetail52%-6
67SprintWireless52%6
67WalgreensRetail52%-7
67Wells FargoCredit cards52%-3
67Hewlett-PackardComputer maker52%0
75Save-a-LotGrocery51%0
75HondaAuto dealer51%1
75United AirlinesAirline51%-4
75SubwayFast Food51%1
75Giant EagleGrocery51%-1
75HSBCCredit cards51%-4
75KrogerGrocery51%-1
75SearsRetail51%-8
75AcerComputer maker51%-1
84Jack in the BoxFast Food50%0
84Bright HouseTV service50%9
84AOLInternet service50%9
84Holiday InnHotel chain50%-5
84Winn-DixieGrocery50%-2
84Arby'sFast Food50%-1
84Merrill LynchInvestments50%-9
91Wells Fargo AdvisorsInvestments49%-10
91Dunkin' DonutsFast Food49%-1
91U.S. Postal ServiceParcel delivery49%-3
91SonyComputer maker49%-2
91CitibankBank49%-10
91Bank of AmericaBank49%-10
91EnterpriseCar rental49%-3
91KFCFast Food49%-2
91AT&TWireless49%2
91DellComputer maker49%-3
91WhirlpoolAppliances49%-3
91Whole FoodsGrocery49%-3
91Taco BellFast Food49%-2
91Wendy'sFast Food49%-2
105ChevroletAuto dealer48%-2
105AlbertsonsGrocery48%-4
105GEAppliances48%-4
105Old NavyRetail48%-11
109Stop & ShopGrocery47%-5
109Verizon WirelessWireless47%1
109Optimum (iO)/CablevisionTV service47%6
109Liberty MutualInsurance47%-7
109CitigroupCredit cards47%-8
109SafewayGrocery47%-5
109eMachinesComputer maker47%-5
109Dish Network/EchoStarTV service47%5
117Bank of AmericaCredit cards46%-9
117ToyotaAuto dealer46%-5
117AetnaHealth plan46%6
117Food LionGrocery46%-6
121FarmersInsurance45%-9
121Delta/Northwest AirlinesAirline45%-10
121Rite AidRetail45%-14
121CompaqComputer maker45%-7
121DirecTVTV service45%3
121NissanAuto dealer45%-6
127AAAInsurance44%-10
127Virgin MobileWireless44%-2
127United HealthcareHealth plan44%5
127Kohl'sRetail44%-15
127KmartRetail44%-15
127CablevisionInternet service44%3
133GatewayComputer maker43%-9
133McDonaldsFast Food43%-8
135Little Caesar'sFast Food42%-8
135ComcastInternet service42%2
135AT&TInternet service42%2
135TriCareHealth plan42%2
139U.S. AirwaysAirline41%-14
139VerizonInternet service41%1
139ComcastTV service41%0
139VerizonTV service41%0
143AT&TTV service40%-1
143MSN (Microsoft Network)Internet service40%0
143T-MobileWireless40%-6
143Cox CommunicationsInternet service40%0
143MedicaidHealth plan40%0
148Cox CommunicationTV service39%-2
149TracFoneWireless36%-10
149Blue Shield of CaliforniaHealth plan36%-4
149MedicareHealth plan36%-4
152Road RunnerInternet service35%-5
153Anthem (BCBS)Health plan34%-5
153Time Warner CableTV service34%-7
155CIGNAHealth plan32%-7
156Charter CommunicationsInternet service30%-10
156QwestInternet service30%-11
158HumanaHealth plan29%-10
159Charter CommunicationsTV service26%-15

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

2011 TEMKIN Online RATINGS

To generate the 2011 TOxR, we asked 6,000 U.S. consumers to rate their recent interactions with 119 companies across 12 industries. We published an overview of the results on this blog post. You can also purchase the dataset for $295.

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

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