Amazon.com, Costco, Sam's Club, Walgreens, Lowe's are among U.S. companies most trusted by consumers, finds Temkin Group survey
October 18, 2011
– A new research report published by Temkin Group, 2011 Temkin Trust Ratings, examines the level of trust that consumers have in 143 large U.S. companies. The research is based on a survey of 6,000 U.S. consumers, who rated their recent customer service interactions with companies across 12 industries. Only eight companies earned "very strong" ratings while 26 earned "very weak" ratings.
"Most companies have not earned a great deal of trust with consumers and it's a pervasive problem in several industries," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The research uses the Temkin Trust Ratings to gauge consumer feedback for airlines, banks, credit card issuers, health plans, hotels, insurance companies, insurance carriers, investment firms, Internet service providers, retailers, TV service providers, and wireless carriers. USAA, Amazon.com, Costco, Edward Jones, Hyatt, Sam's Club, TriCare, Kohl's, Walgreens, and Lowe's earned the top ten ratings. Three companies show up twice in the bottom of the ratings: Comcast, Charter Communications, and HSBC. The other companies in the bottom 10 of the 2011 Temkin Trust Ratings are CIGNA, Time Warner, U.S. Bank, and Anthem.
The research also examines overall results for the 12 industries. Retailers and investment firms received the top scores, with an average rating of "strong." The bottom two industries, Internet service providers, and TV service providers, earned an average rating of "very weak."
According to Temkin: "In some industries like TV service and Internet service, the lack of trust is a pervasive problem. Without trust, those companies will find it nearly impossible to build lasting relationships with customers."
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com .
Data from the ratings can be accessed at the Temkin Ratings website, http://www.temkinratings.com . The Temkin Ratings portfolio includes consumer-based ratings for customer experience, loyalty, forgiveness, Web experience, trust, and customer service.
For more information about Temkin Group, visit http://www.temkingroup.com .
About the author, Bruce Temkin
Bruce is a Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org).
About Temkin Group
Temkin Group is a customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. We combine customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results. For more information, contact Bruce Temkin at email@example.com or 617-916-2075.
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