Amazon.com, Regions, and USAA Earn Top Spots in the 2011 Temkin Web Experience Ratings of 119 Firms

Waban, MA, June 28, 2011 --(PR.com)-- A new research report published by Temkin Group, 2011 Temkin Web Experience Ratings, examines the online experiences delivered by 119 large US companies. The research is based on a survey of 6,000 US consumers, who rated their recent online interactions with companies across 12 industries. Only eight companies earned “good” or “very good” ratings while 84 earned “poor” or “very poor” ratings.

“Too many companies drop the ball online; creating poor experiences that push customers to other channels,” states Bruce Temkin, author of the report and Managing Partner of Temkin Group.

The research uses the Temkin Web Experience Rating to gauge consumer feedback of online experiences 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. Amazon.com, Regions, and USAA earned the top three ratings while Comcast and Charter Communications ended up at the bottom of the ratings. While the research found a diversity of industries at the top of the ratings, the bottom of the ratings were dominated by Internet service providers, TV service providers, and health plans.

According to Temkin: “Every TV service provider and Internet Service provider in the study received a very poor rating. It’s hard to believe that there’s such an industry-wide disregard for consumer needs.”

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. In addition, data from the ratings can be accessed at the Temkin Ratings website, http://www.temkinratings.com.

For more information about Temkin Group, visit http://www.temkingroup.com.

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