Consumers Are Most Likely to Forgive USAA, According to New Temkin Group Ratings

WABAN, Mass., April 21, 2015 /PRNewswire/ -- Based on a study of 10,000 U.S consumers, USAA took the top three spots for its credit cards, banking, and insurance businesses in the 2015 Temkin Forgiveness Ratings, which rates how willing consumers are to forgive 293 companies across 20 industries.ACE Rent A Car, Amazon.com (for retail and computer & tablets), Publix, Apple, Aldi, and H-E-B fill out the top spots.

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Consolidated Edison of NY and Coventry Health Care earned the lowest Temkin Forgiveness Ratings. A number of TV service providers and Internet service providers filled out the bottom of the ratings:  Comcast, Time Warner Cable, Cox Communications, and Frontier Communications.

"Every organization makes mistakes, so forgiveness is an important element of loyalty. USAA and other leaders earn consumers' forgiveness by dedicating their efforts to meeting the needs of their customers," states Bruce Temkin, managing partner of Temkin Group.

Additional highlights of the 2015 Temkin Forgiveness Ratings include:

• Only 13% of companies earned "very strong" Temkin Forgiveness Ratings, while 42% earned a "strong" rating. Meanwhile, 18% of companies received a "weak" or "very weak" rating.
• Supermarket chains were the only industry to earn a "very strong" average score in the Temkin Forgiveness Ratings, outpacing its nearest competition by six percentage-points. Seven other industries earned "good" average Temkin Forgiveness Ratings: retailers, computer & tablet makers, parcel delivery services, fast food chains, auto dealers, major appliances, and banks. On the other hand, TV service providers and Internet service providers both received average ratings in the "weak" range.
• Ten companies scored 15 percentage-points or more above their industry averages:USAA (credit cards, insurance, and banking), ACE Rent A Car, TriCare, AOL, US Cellular, credit unions, Southern California Gas Company, andVirgin Mobile.  
• Six companies scored 15 percentage-points or more below their industry averages: Consolidated Edison of NY, Coventry Health Care, RadioShack, Spirit Airlines, Travelers, and Subaru dealers.
• US Cellular improved its ratings by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points. Five other companies improved their scores by more than 15 percentage-points:HSBC, Sheraton, Sony, Scottrade, and American Family.
• Five companies saw their Temkin Forgiveness Ratings decline by more than 15 points: Days Inn's, BMW, Super 8, Coventry Health Care, and Cox Communications.

In its fifth year of publication, the 2015 Temkin Forgiveness Ratings examines the likelihood of consumers to forgive companies across 20 industries: airlines, auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.

The 2015 Temkin Forgiveness Ratings along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.

Detailed datasets for the 2015 Temkin Forgiveness Ratings can be downloaded from the Customer Experience Matters^®blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.

About Temkin Group:Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.

Customer Experience Matters is a registered trademark of Temkin Group.

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SOURCE Temkin Group