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H-E-B, Publix and Trader Joe's Earn Top Emotion Scores In Temkin Group Research
Craig Levitt
January 1, 2018
2 Min Read
Based on a study of 10,000 U.S consumers, H-E-B, Publix, Chick-fil-A, and Trader Joe's took the top four spots in the 2015 Temkin Emotion Ratings, which rates how customers feel about their interactions with 293 companies across 20 industries. The next seven companies at the top of the ratings are USAA, Aldi, Hy-Vee, PetSmart, Dairy Queen, Walgreens, and Amazon.com. At the other end of the effort spectrum, the lowest scoring companies in the Temkin Emotion Ratings are Coventry Health Care, Comcast (for TV service and Internet service), Time Warner Cable (for TV service and Internet service), Charter Communications, Cox Communications, and CIGNA. To calculate the Temkin Emotion Ratings, Temkin Group asks consumers to rate their recent interactions with companies on a scale from upset to delighted. "It's clear that consumers often feel poorly after interacting with TV service providers and internet service providers, but they enjoy many interactions with supermarkets, fast food restaurants, and retailers," states Bruce Temkin, managing partner of Temkin Group. The Temkin Emotion Ratings are a component of the overall Temkin Experience Ratings. Additional highlights include:
Supermarkets, fast food chains, retailers, parcel delivery services, and hotels earned average scores of "good," while TV service providers and Internet service providers earned average ratings of "very poor."
Georgia Power, USAA(banking, credit cards, and insurance), TriCare, JetBlue, Optimum, Amazon.com, Lexus, Regions, Kaiser Permanents, Cablevision, and credit unions all earned Temkin Emotion Ratings that are more than 10 points ABOVE their industry averages.
Coventry Health Care, Spirit Airlines, Fox Rent A Car, Consolidated Edison of NY, Hitachi, BB&T, Blackboard, Consumers Energy Company, Sears, Dollar Rent A Car, Bi-Lo, Comcast, and Jeep all earned ratings that are 12 or more points BELOW their industry averages.
Seven companies increased by 10 or more points from last year: US Cellular, DHL, Residence Inn, Hampton Inn, JetBlue, Hilton, Westin, Fifth Third, Dodge, and Marriott.
Thirteen companies dropped by 10 or more points from last year: Subaru, Buick, TD Ameritrade, Audi, Advantage, True Value, Fujitsu, Hitachi, Best Buy, E*TRADE, Time Warner Cable, Blue Shield of CA, and AOL.
