2017 Temkin Forgiveness Ratings: Advantage Rent-A-Car and ACE Rent A Car on Top

We just published the 2017 Temkin Forgiveness Ratings. It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive  329 organizations across 20 industries (see full list of companies (.pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for seven years.

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Advantage Rent-A-Car, ACE Rent A Car, Navy Federal Credit Union, Fujitsu, Fox Rent A Car, AmazonFresh, Rent-a-Wreck, Alabama Power Company, Fairfield Inn, and USAA earned the top 10 spots.

At the other end of the spectrum, consumers are least likely to forgive Comcast, Time Warner Cable, Cox Communications, Anthem, Aetna, Cablevision, Travelers, Citigroup, Fifth Third, Bright House Networks, Spirit Airlines, and Dish Network.

Download dataset for $295 (see sample file)

Additional highlights of the 2017 Temkin Forgiveness Ratings:

• Supermarkets and auto dealers earned the highest average ratings, while TV/Internet service providers and TV service providers, health plans, and wireless carriers earnedthe lowest ratings.
• Navy Federal Credit Union, Advantage Rent-A-Car, ACE Rent A Car, Fujitsu, Fox Rent A Car, USAA (for banking, credit cards, and insurance), Rent-a-Wreck, and Alabama Power Company earned ratings that are more than 20 points above their industry averages.
• Spirit Airlines, Avis, Lyft, Commonwealth Edison, Starz, Pacific Gas and Electric Company, and SiriusXM earned scores that are 15 or more points below their industry averages.
• Fujitsu, Motel 6, Gateway, GM, Advantage Rent-A-Car, Health Net, MetLife, Fox Rent A Car, HSBC, ACE Rent A Car, Activision, and Ameren Illinois Company improved the most between 2016 and 2017.
• Domino’s, Avis, RadioShack, Fifth Third, ShopRite, Aetna, Ace Hardware, and JCPenney declined the most between 2016 and 2017.

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***

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)

View a sortable list of results from the Temkin Forgiveness Ratings as well as other ratings on the Temkin Ratings website.