USAA and Amazon.com Deliver the Best Online Experience, According to New Temkin Group Research

Fifth Annual Temkin Web Experience Ratings Evaluates 262 Companies Across 20 Industries

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Temkin Group

Jun 30, 2015, 08:40 ET

WABAN, Mass., June 30, 2015 /PRNewswire/ -- For the second straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries. USAA earned the top spot for its banking business, followed by Amazon.com in the second spot. USAA was also in the top 14 with its insurance and credit card businesses, along with credit unions, Capital One 360, SunTrust Bank, eBay, Chase, Fidelity Investments, QVC, Sheraton, and Apple Retail.

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Frontier and earned the lowest Temkin Web Experience Ratings followed by Cox Communications, Charter Communications, Spirit Airlines, Comcast, Blue Shield of CA, Time Warner Cable, Haier, and CenturyLink.

"USAA continues to define a high standard for online experience, but it's ironic that many of the cable companies that provide Internet service earned such poor ratings," states Bruce Temkin, managing partner of Temkin Group.

Additional highlights of the 2015 Temkin Web Experience Ratings include:

  • Across all five years of the rating, either USAA or Amazon.com has earned the top spot.
  • Banks and credit card issuers on average earned "strong" ratings while TV service providers and Internet service providers earned "very weak" ratings.
  • Amazon.com most outperformed its peers in two industries; its Temkin Web Experience Ratings are 20 points above the average for retailers and 17 points above the computers & tablets industry average. These firms were at least 13 points above their industry averages: Sheraton (hotels), USAA (credit cards and banks), Ace Rent A Car (rental cars), Fidelity Investments (investments), Courtyard by Marriott (hotels), eBay (retailers), JetBlue Airlines (airlines), and AOL (Internet service).
  • Spirit Airlines fell 22 points below the average for airlines and nine other firms were more than 15 points below their industry average: PNC (credit cards), Asus (computers & tablets), Frontier (Internet service), Motel 6 (hotels), Jack in the Box (fast food), HSBC (credit cards), Dollar General (retail), O'Reilly Auto Parts (retail), and Blackboard (software).
  • We compared the results between 2014 and 2015 and found that Dunkin' Donuts increased the most, followed by MetroPCS, CVS, Rite Aid, Courtyard by Marriott, Aldi, and Wendy's. The companies that dropped the most are Advantage Rent A Car, E*TRADE, O'Reilly Auto Parts, Symantec, Food Lion, Charles Schwab, Blue Shield of CA, Cox Communications, and BMW.

In its fifth year of publication, the 2015 Web Experience 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 Web Experience Ratings along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.

Detailed datasets for the 2015 Temkin Experience Ratings can be downloaded from the Customer Experience Matters® blog, at ExperienceMatters.wordpress.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.

SOURCE Temkin Group