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 and dataset for $295

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 and dataset for $295

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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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