USAA and Publix Top 2016 Temkin Forgiveness Ratings

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see .pdf with full list). You can see all of the company data on the Temkin Ratings website.

Download dataset for $295 (see sample file)

USAA ‘s banking business and Publix took the top spots in the 2016 Temkin Forgiveness Ratings. USAA (credit cards), Amazon.com (for retail and computer & tablets), Food Lion, H-E-B, Wawa Food Markets, and Kroger fill out the top spots.

Comcast (for both TV service and Internet service) earned the lowest Temkin Forgiveness Ratings. Other firms on the bottom of the ratings are Charter Communications (TV service and Internet service), Motel 6, Health Net, Time Warner Cable (TV service and Internet service), Cox Communications and Anthem.

1604_ForgivenessRatings_TopBottom

Additional highlights of the 2016 Temkin Forgiveness Ratings:

  • Supermarkets and retailers earned an average rating of “strong,” while Internet service providers and TV service providers earned “very weak” ratings.
  • USAA‘s banking and credit card businesses earned ratings that are more than 20 points above their industry averages, and five other firms are 15 or more points above their industry averages: Alabama Power Company (utilities), Amazon.com (computers & tablets), Mercedes-Benz (auto dealers), USAA (insurance), and Morgan Stanley Smith Barney (investment).
  • Motel 6’s ratings are 28 points below the hotel average, and six other firms have ratings that are 15 or more points below their industry averages: Citibank (banks), Quality Inn (hotels), Super 8 (hotels), Mazda (auto dealers), McAfee (software), and Stop & Shop (supermarkets).
  • Con Edison of NY and RadioShack improved by more than 20 points between 2015 and 2016. Seven other firms improved by more than 10 points: 21st Century, Coventry Health Care, Hyatt, Mercedes-Benz, Nationwide, US Airways, and Holiday Inn Express.
  • GM dropped 20 points from 2015 and eight other companies dropped by more than 15 points: Home Depot, Mazda, Motel 6, American Family, Sun Trust Bank, TriCare, Scottrade, and Medicaid.

Download dataset for $295 (see sample file)

***See how your company can reference these results
or display a badge for top 10% and industry leaders***

1604_ForgivenessRatings_Industry 1604_ForgivenessRatings_IndustryLeadersLaggards 1604_ForgivenessRatings_AboveBelowIndustry 1604_ForgivenessRatings_IncreaseDecrease

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2015. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

The Temkin Forgiveness Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “How likely are you to forgive these companies if they deliver a bad experience?” Potential responses range from 1= “Extremely unlikely” to 7= “Extremely likely.” Temkin Forgiveness Rating for a company is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.

Download dataset for $295 (see sample file)

Temkin Ratings website
You can view a sortable list of results from the Temkin Trust Ratings as well as other ratings on the Temkin Ratings website.

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.

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