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2013 Temkin Experience Ratings

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Publix and Trader Joe’s earned the top two spots in the 2013 Temkin Experience Ratings, as grocery chains and fast food chains earned 13 of the top 19 spots. We asked 10,000 U.S. consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional, using their responses to rate 246 companies across 19 industries. Thirty-seven percent of companies received a “good” rating or better, an increase over 28% of companies in 2011 and 16% in 2010. Grocery chains, fast food chains, parcel delivery services, and retailers earned the highest average scores while TV service providers, health plans, and Internet service providers earned the lowest. When comparing companies to their industry averages, TriCare and USAA most outperformed their peers. Days Inn, RadioShack, and 21st Century most underperformed theirs. Publix and Trader Joe’s have the highest functional ratings, Ace Hardware has the highest accessible rating, and Publix has the highest emotional rating. Wireless carriers improved the most and appliances declined the most since last year. Citibank, TriCare and TD Ameritrade made the biggest gains while Alamo and Budget lost the most ground.


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