Publix, Chick-fil-A and Residence Inn are the only companies among close to 300 to earn “excellent” scores for delivering positive emotional experiences, according to a Temkin Group study of 10,000 U.S. consumers that gauged positive and negative emotions.
These companies were followed by H-E-B, True Value, Kroger, Save-a-Lot, Wawa Food Market, QVC and Amazon.
The report found that the supermarket and fast-food industries earned the highest average Temkin Emotion Rations, at the “okay” level, while health plans, TV service providers and Internet providers were at the bottom with “very poor” ratings.
The companies that earned the lowest ratings were Comcast (for both Internet service and TV service), Fujitsu, Health Net, Blue Shield of CA, Anthem, Time Warner Cable, Commonwealth Edison, Medicaid, Charter Communications and AT&T.
According to the Temkin Group, when compared with consumers who have negative emotional experiences, those with positive experiences are:
• 15.1 times more likely to recommend a company
• 8.4 times more likely to trust a company
• 7.8 times more likely to try new products and services from a company
• 7.1 times more likely to purchase from a company
• 6.6 times more likely to forgive a company after it makes a mistake