Source: Temkin Group
Notes: USAA’s banking business earns the top spot for the second consecutive year in the Temkin Group’s Web Experience Ratings, which measures consumers’ net satisfaction ratings with the websites of 262 companies they recently visited. USAA was closely followed by Amazon.com, which has been consistently highly-rated for its customer experience. Meanwhile, internet service provider Frontier had the lowest rating of all the companies measured; internet service providers and TV service providers together accounted for 8 of the 11 lowest ratings.
About the Data: The Temkin Group data was collected from an online survey of 10,000 US consumers during Q1 2015.
Temkin Group describes its Web Experience Ratings as follows:
“The Temkin Web Experience Ratings are based on asking consumers the following question about companies with whom they’ve interacted with online during the previous 60 days: Thinking back to your most recent interaction with the websites of these companies, how satisfied were you with the experience? Consumers answered the question on a scale from 1= ‘Very dissatisfied’ to 7= ‘Very satisfied.’ Temkin Web Experience Ratings is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.”