Report: 2011 Temkin Trust Ratings

We just published a new Temkin Group report, 2011 Temkin Trust Ratings. Here’s the executive summary:

We asked 6,000 U.S. consumers how much they trust different companies. The data allowed us to rate 143 companies across 12 industries. USAA and Amazon.com earned the top spots in the 2011 Temkin Trust Ratings while Comcast and Charter Communications dominate the bottom of the list. Only eight companies earned a “very strong” rating. Retailers, investment firms, and hotel chains have the highest average rating, while Internet service provider and TV service providers have the lowest.

Download report for $195

First of all, kudos to the top 10 firms in the ratings:

(1) USAA (insurance)
(2) Amazon.com (retail)
(3) Costco (retail)
(4) Edward Jones (investment firm)
(4) Hyatt (hotel chain)
(4) Sam’s Club (retail)
(4) TriCare (health plan)
(8) Kohl’s (retail)
(9) Walgreens (retail)
(10) Vanguard (investments)

Here are the results across industries:

Download report for $195

If you want to get access to all of the data in this ratings, check out the Temkin Ratings website

The bottom line: It’s time for more companies to earn their customers’ trust

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

3 Responses to Report: 2011 Temkin Trust Ratings

  1. chad says:

    What is interesting is that the levels of satisfaction tend to reflect the amount of choices customers have for competing companies in each industry. When you only have 2-3 choices (TV, Internet, Cell Phones) companies can get away with subpar customer service.

  2. Bruce, interesting data on consumer trust! Thanks for sharing some of the findings. From the summary, it all makes sense, and I’m sure the report will provide some great insights. Richard Shapiro, The Center For Client Retention

  3. Chris Kelly says:

    Bruce,

    Another great report. I couldn’t agree more with the positioning of USAA, although I am biased because I am customer. I don’t think I ever walk away from an interaction with them without a smile on my face which is amazing for something as mundane as insurance. They truly understand that customer experience and service is paramount to the company’s success.

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