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TO BUSINESS EDITORS:
USAA Dominates Annual Consumer Trust Ratings by Temkin Group
WABAN, Mass., April 9, 2014 /PRNewswire/ -- Based on a study of 10,000
U.S. consumers, USAA took the top three spots for its banking,
insurance, and credit card businesses in the 2014 Temkin Trust
Ratings, which rates 268 companies across 19 industries. This is the
fourth year that USAA has earned the highest trust ratings. The next
10 companies on the top of the 2014 ratings are Lexus dealers, credit
unions, H.E.B.,Trader Joe's, Chick-fil-A, Publix, Costco, Amazon.com.
BMW dealers, and PetSmart.
At the bottom of the 2014 Temkin Trust Ratings are three TV service
providers: Charter Communications, Comcast, and Time Warner Cable.
These three companies also showed up in the bottom 10 for their
Internet services businesses, along with HSBC (for both credit cards
and banking), Qwest, and US Airways.
"USAA has built an enormous level of trust with its customers, a sign
of its ongoing commitment to meeting their needs," states Bruce
Temkin, managing partner of Temkin Group. "On the other hand, TV
services and Internet services companies have let down customers so
regularly that they've earned almost no trust."
In its fourth year of publication, the 2013 Temkin Trust Ratings
examines trust levels for 268 companies across these 19 industries:
airlines, appliance makers, auto dealers, banks, car rental agencies,
computer makers, credit card issuers, fast food chains, grocery
chains, health plans, hotel chains, insurance carriers, Internet
service providers, investment firms, parcel delivery services,
retailers, software firms, TV service providers, and wireless
carriers.
Additional highlights of the 2014 Temkin Trust Ratings include:
-- Led by credit cards and banking, 17 of the 19 industries improved
their Temkin Trust Ratings between 2013 and 2014. Hotel chains were
the only industry to experience a decline.
-- The five highest rated industries are grocery chains, investment
firms, insurance carriers, retailers, and auto dealers.
-- The five lowest rated industries are TV service providers, Internet
service providers, wireless carriers, health plans, and airlines.
-- The five companies with the largest improvement in Temkin Trust
Ratings between 2013 and 2014 are CareFirst, T.J. Maxx, Best Buy, Cox
Communications, and Apple Store.
-- The six companies with the largest decline in Temkin Trust Ratings
between 2013 and 2014 are Holiday Inn Express, Hyatt, Coventry Health
Care, Blackboard, Travelers, and Marriott.
The 2014 Temkin Trust Ratings along with other ratings can be accessed
at the Temkin Ratings website, www.TemkinRatings.com.
Detailed datasets for the 2014 Temkin Trust 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.
Read more news from Temkin Group.
SOURCE Temkin Group
-0- 04/09/2014
/Web Site: http://www.temkingroup.com
CO: Temkin Group
ST: Massachusetts
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0000 04/09/2014 12:30:00 EDT http://www.prnewswire.com
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