H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings

For the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the emotion component of those ratings.

Congratulations to H-E-B, Publix, Chick-fil-A, Trader Joe’s, USAA, Aldi, Hy-Vee, PetSmart, and Dairy Queen for earning the top scores in the 2015 Temkin Emotion Ratings.

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), Con Edison of NY,  Charter Communications, Cox Communications, and CenturyLink.


Do you want to the data from the 2015 Temkin Emotion Ratings? It’s included in the Temkin Experience Ratings spreadsheet that you can purchase for $395.
Here’s a sample of the spreadsheet (.xls)

Here are some additional insights from the 2015 Temkin Emotion Ratings:

  • 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.


Purchase Temkin Experience Ratings spreadsheet for $395,
which includes Temkin Emotion Ratings

Here’s a sample of the spreadsheet (.xls)


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 Emotion Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “Thinking of your most recent interactions with each of these companies, how did you feel about those interactions?” Potential responses range from 1= “Upset” to 7= “Delighted.” Temkin Emotion 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.

Temkin Ratings website
You can view a sortable list of the Temkin Experience Ratings (and other ratings) on the Temkin Ratings website.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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