Amazon, Credit Unions, USAA, PNC, and Southwest Airlines Earn Top Web Experience Ratings, According to New Temkin Group Research


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Large-Scale Research Study Analyzing Feedback from 10,000 U.S. Consumers About More Than 150 Companies Shows Improvement Over Last Year
WABAN, Mass., May 30, 2012 /PRNewswire/ — Temkin Group announces the release of its 2012 Temkin Web Experience Ratings that examines how U.S. consumers rate the online experiences of 159 large companies across 18 industries. This is the second year that Temkin Group has published these ratings.

Consumers gave the highest marks for web experience to Amazon, credit unions, USAA, PNC, Southwest Airlines, eBay, Sam’s Club, ShopRite, JCPenney, and ING Direct. At the other end of the spectrum, consumers gave the lowest marks for web experience to Charter Communications, Humana, Qwest, Cigna, Time Warner Cable, Anthem, Road Runner, Medicare, Blue Shield of CA, and TracFone.

The 2012 Temkin Web Experience Ratings is based on a survey of 10,000 U.S. consumers in January 2012 that covers the following 18 industries: Airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, TV service providers, and wireless carriers.

“The online channel is increasingly becoming the front door to brands, but many companies still provide underwhelming web experiences,” states Bruce Temkin, author of the research and Managing Partner of Temkin Group. Temkin goes on to say: “The changes between 2011 and 2012, however, are encouraging since we found that most companies are improving.”

Temkin Group examined industry averages and found that banks and investment firms have earned the highest Temkin Web Experience Ratings followed by hotel chains and retailers. But consumers gave very low ratings to Internet service providers, health plans, and TV service providers.

The research also examines how individual companies are rated relative to their industry peers. The following 11 firms outscored their industry average Temkin Web Experience Ratings by 10 percentage points or more: Kaiser Permanente, Amazon, ShopRite, Southwest Airlines, USAA, Starbucks, H.E.B., Publix, credit unions, Marriott, and Apple.

The following 15 companies fell 10 percentage points or more below their industry averages: Wells Fargo Advisors, AAA, Charter Communications, Delta Airlines, Citibank, Bank of America, Humana, TracFone, Qwest, Old Navy, U.S. Airways, Rite Aid, Kohl’s, Kmart, and Charter Communications.

Temkin Group also analyzed changes in Temkin Web Experience Ratings between 2011 and 2012. Led by TV service providers and insurance carriers, 11 of the 12 industries that were in both the 2011 and 2012 ratings improved since last year.

Seventy-two percent of companies that were in the 2011 and 2012 Temkin Web Experience Ratings showed improvement. Led by Comcast (Internet and TV service), Allstate, AOL, Charter Communications, Toshiba, and Sam’s Club, 20 companies improved by 10 percentage points or more between 2011 and 2012. Only three companies – Kohl’s, TracFone, and Rite Aid – declined by 10 percentage points or more during that timeframe.

Analysis of these results can be accessed from the blog, Customer Experience Matters, at The data can be accessed from the Temkin Ratings website,

For more information about Temkin Group, visit

About the author, Bruce Temkin
Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the author of a very popular blog, Customer Experience Matters. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (, a global non-profit organization dedicated to the advancement of customer experience management.

About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results. For more information, contact Bruce Temkin at 617-916-2075 or [email protected].
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