H-E-B and Credit Unions Are The Most Trusted Companies, According to New Temkin Group Ratings
Fifth Annual Temkin Trust Ratings Evaluates 293 Companies Across 20 Industries
WABAN, Mass., March 24, 2015 /PRNewswire/ -- Based on a study of 10,000 U.S consumers, H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings, which rates the trust that consumers have with 293 companies across 20 industries. USAA took three of the next four spots for its banking, insurance, and credit card business, while Publix rounds out the top six firms.
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Comcast earned the lowest two spots in the 2105 Temkin Trust Ratings for its TV service and Internet service businesses. Also at the bottom of the list are Charter Communications, Coventry Health Care, Time Warner Cable (for both its TV service and Internet service businesses), Consolidated Edison of NY, Cox Communications, and Spirit Airlines.
"TV service and Internet service providers have let down customers so regularly that they've fostered an environment of deep mistrust," states Bruce Temkin, managing partner of Temkin Group.
Additional highlights of the 2015 Temkin Trust Ratings include:
- Only 6% of firms earned "excellent" ratings (above 70%) and 28% earned "good" ratings (60% to 70%).
- With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. Three other industries earned "good" ratings: insurance carriers, retailers, and parcel delivery services.
- TV service providers (32%) and Internet service providers (34%) earned average scores in the "very poor" range, while wireless carriers (44%), health plans (46%), and utilities (49%) earned average scores in the "poor" range.
- Three companies earned Ratings that were 21 points above their industry averages: USAA (credit cards), credit unions (banks), and TriCare (health plans). Seven other companies are more than 15 points above their industry averages: USAA (banks), Georgia Power (utilities), JetBlue (airlines), Optimum (Internet service), Kaiser Permanente (health plans), USAA (insurance), and Chick-fil-A (fast foods).
- Eight companies are more than 15 points below their industry averages: Spirit Airlines (airlines), Coventry Health Care (health plans), Consolidated Edison of NY (utilities), 21st Century (insurance), RadioShack (retailers), Citibank (banks), United Airlines (airlines), and Bi-Lo (supermarkets).
- Led by Residence Inn's improvement of 22 points between 2014 and 2015, 41% of the firms that were in both years Ratings improved by at least 1 point. Five other firms gained more than 15 points over the previous year: Qwest, Hyatt, Panda Express, HSBC, and Holiday Inn Express.
- Forty-three percent of firms dropped at least one point between 2014 and 2015, with Coventry Health Care dropping the most (21 points). Five other firms lost 15 or more points between 2014 and 2015: Health Net, Cox Communications, BMW, Advantage RAC, and TD Ameritrade.
In its fifth year of publication, the 2015 Temkin Trust Ratings examines trust across 20 industries: airlines, auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.
The 2015 Temkin Trust Ratings along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
Detailed datasets for the 2015 Temkin Trust Ratings can be downloaded from the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
Customer experience matters is a registered trademark of Temkin Group.
SOURCE Temkin Group
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