Top Web Experience Ratings

According to figures releases by New Temkin Group Research, consumers have given the highest marks for web experience to Amazon.com, credit unions, USAA, PNC, Southwest Airlines, eBay, Sam’s Club, ShopRite, JCPenney, and ING Direct. The large-scale research study analyzed feedback from 10,000 U.S. consumers and 159 companies across 18 industries and shows an overall marked improvement from last year when the ratings were first published.

At the other end of the spectrum, consumers gave the lowest marks for web experience to Charter Communications, Humana, Qwest, Cigna, Time Warner Cable, Anthem, Road Runner, Medicare, Blue Shield of CA, and TracFone

The survey of 10,000 U.S. consumers was conducted this past January. The following industries were part of the survey: 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, TV service providers, and wireless carriers.

“The online channel is increasingly becoming the front door to brands, but many companies still provide underwhelming web experiences,” states Bruce Temkin, author of the research and Managing Partner of Temkin Group. “The changes between 2011 and 2012, however, are encouraging since we found that most companies are improving.”

Temkin Group examined industry averages and found that banks and investment firms have earned the highest Temkin Web Experience Ratings followed by hotel chains and retailers.

But consumers gave very low ratings to Internet service providers, health plans, and TV service providers

The research also examines how individual companies are rated relative to their industry peers. The following 11 firms outscored their industry average Temkin Web Experience Ratings by 10 percentage points or more: Kaiser Permanente, Amazon, ShopRite, Southwest Airlines, USAA, Starbucks, H.E.B., Publix, credit unions, Marriott, and Apple.

But any time there are companies that shine, there are those that don’t by direct comparison. The 15 companies that fell 10 percentage points or more below their industry averages were: Wells Fargo Advisors, AAA, Charter Communications, Delta Airlines, Citibank, Bank of America, Humana, TracFone, Qwest, Old Navy, U.S. Airways, Rite Aid, Kohl’s, Kmart, and Charter Communications.

Temkin Group also analyzed changes in Temkin Web Experience Ratings between 2011 and 2012. Led by television service providers and insurance carriers, 11 of the 12 industries that were in both the 2011 and 2012 ratings improved their results from last year. In fact, 72 per cent of companies that were in the 2011 and 2012 Temkin Web Experience Ratings showed improvement.

Some of the largest gainers were Comcast (Internet and TV service), Allstate, AOL, Charter Communications, Toshiba, and Sam’s Club, 20 companies improved by 10 percentage points or more between 2011 and 2012. Only three companies – Kohl’s, TracFone, and Rite Aid – declined by 10 percentage points or more during that timeframe.

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