2017 Temkin Trust Ratings (U.S.): H-E-B and Mercedes-Benz On Top

Temkin temkin ratingsGroup announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit Union. Three TV/Internet service providers earned the lowest Temkin Trust Ratings: Time Warne Cable, Comcast, and Cox Communications. Eleven of the bottom 12 companies are either TV/Internet service providers or health plans. Here’s a list of all of the companies (.pdf).

You can see all of the high-level results on the Temkin Ratings website, or purchase a full dataset.

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temkin trust ratings organziations temkin trust ratings industry scores

Highlights of the 2017 Temkin Trust Ratings include:

  • The supermarket industry earned the highest average Temkin Trust Ratings (68%), followed by auto dealers (66%), and investment firms (65%).
  • TV/Internet services (36%) fell far below any other industries. The next lowest industries are health plans (50%), and wireless (53%).
  • The following companies outperformed their industry averages by 15 points or more: USAA (banks, credit cards, and insurance), Navy Federal Credit Union, Advantage Rent-A-Car, ACE Rent A Car, Mercedes-Benz, and credit unions.
  • The following companies fell at least 15 points below their industry averages: Airbnb, RadioShack, Days Inn, Commonwealth Edison, Wells Fargo, and Kmart.
  • All 19 industries that were in both the 2016 and 2017 Temkin Trust Ratings made improvements over last year. The largest improvements were in utilities (+16 points) and auto dealers (+14 points).
  • Of the 280 companies in the 2016 and 2017 Temkin Trust Ratings, 98% of companies increased in score. Fujitsu, HSBC, Dollar, Advantage Rent-A-Car, Haier, Volkswagen, Subaru, and Dominion Virginia Power all increased by at least 25 points.
  • Allstate, Taco Bell, Time Warner Cable, Avis, JCPenney, and Wells Fargo are the only companies who did not see an increase in their ratings.

temkin trust ratings industry leaders

Purchase dataset for $295+
(see sample spreadsheet)download temkin trust ratings report

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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