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

June 7, 2017 Leave a comment

Temkin Group 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.

Purchase dataset for $295+
(see sample spreadsheet)

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.

Purchase dataset for $295+
(see sample spreadsheet)

Filed under 2017 Temkin Ratings, Customer experience

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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