State Farm / Alltel / MetLife / Morgan Stanley Smith Barney / Geico / ING Direct / 133 Firms Across 14 Industries / Fifth Third Bank / Hewlett-Packard / Humana / Medicare United Healthcare Holiday Inn Express Marriott Hotels / Charles Schwab / Commonwealth Edison Company / JetBlue Airways / MBNA / Liberty Mutual Insurance / Barnes & Noble / Bank of America Capital / Discover Bank HSBC / Marriott Hotels & Resorts / Forrester Research Inc. / Wachovia Bank (bank)* / Best Buy / Time Warner Cable / Florida Power & Light Company / American Express / Us Old Navy Fifth Third Bank / United Parcel Service / The Vanguard Group / Hilton Hotels / U.S. Bancorp / Comfort Inn / Northwest Airlines Bank of America / Customer Experience Professionals Figure 3 Forrester / Amazon.com / Kmart Charles Schwab Wal-Mart Progressive The Hartford U.S. Bancorp / Customer Experience Professionals Figure 4 Companies / Citigroup / Anthem / HSBC / SunTrust Bank (bank)* / Cablevision / Customer Experience Professionals Figure 5 Companies / Continental Airlines / US Airways / Barnes & Noble Marriott Hotels / Dell / Duke Energy / Medicaid / United Healthcare / Farmers Insurance Group / FPL Holiday Inn ComEd Discover Bank / Charter Communications / Southwest Airlines / Cox Communications / America Online / Airlines Acer United Airlines / AT&T / California Washington Mutual US Airways / CIGNA / Pacific Gas and Electric Company / Wal-Mart / Allstate / Costco Wholesale / Staples / Holiday Inn ComEd Discover Bank National City / Customer Experience Professionals Figure 6 Companies / Sprint / Wells Fargo / U.S. Bancorp Wachovia Bank Washington Mutual / Verizon Wireless / Office Depot / PG&E Compaq Citizens Bank Nationwide / JP Morgan Chase / Bank Citibank Citizens Bank Credit / Northwest Airlines / Capital One/North Fork Bank Citibank / The Vanguard Group United Parcel Service United States / SunTrust Bank / PG&E / T-Mobile / Edward Jones / JetBlue Airways Northwest Airlines Southwest Airlines United Airlines / Hewlett-Packard Fidelity Investments Wachovia Bank An / American Electric Power / Washington Mutual / Comcast / Airways/America West Fifth Third Bank JP / Time Warner / Hampton Inn/Suites / Merrill Lynch / TracFone Wireless / MasterCard / Chase Citibank AEP Capital One Bank of America / Toshiba / Delta Air Lines / Aetna / Bank of America / eBay Target Lowe’s SunTrust Bank / CVS / Home Depot / Compaq / DISH Network / American Airlines / Medicare Wells Fargo (bank) Chase Citibank / Citibank / Capital One/North Fork Bank / USAA / Qwest Communications / AOL / DirecTV / United Airlines / FedEx / Fidelity Investments / North Fork / The Top Industries / National Grid / /
Country
United States / / /
Facility
Club Sears Staples Target Toys / Home Depot / /
IndustryTerm
health insurance plan / wireless service / insurance providers / online consumers / airline / bank / health insurance plans / insurance plans / health insurance / wireless service providers / online survey / /
MarketIndex
Customer Experience / /
OperatingSystem
Fork / /
Organization
BJ’s Wholesale Club / Medicare / Sam’s Club / United States Postal Service / Old Navy / /
Person
Kohl / Shelby Catino Exec / Bruce D. Temkin / William Chu / Kaiser Travelers / Ted Humana / /
January 11, 2010 The Customer Experience Index, 2010 by Bruce D. Temkin for Customer Experience Professionals