Best Buy Delivers Best TV Buying Experience

As consumers flock to stores to scratch names off of their holiday gift lists, we decided to look at which retailer delivers the best TV buying experience. In a consumer survey we launched earlier this year, we asked a series of question to 788 consumers that had recently purchased a TV. We had enough responses from Walmart and Best Buy customers to examine those retailers directly.

It turns out that Best Buy customers tend to be more satisfied with their TVs and the service they receive in the stores. Walmart customers are less satisfied with the service, but are looking more for price than service when they make their purchase.

The bottom line: Go to Best Buy for service, Walmart for price

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

4 Responses to Best Buy Delivers Best TV Buying Experience

  1. Tom says:

    I’m not sure I agree with your conclusion. The data shown indicates that price was more important to Walmart customers than to BestBuy customers. It didn’t show that Walmart customers actually received a lower price.

    • Bruce Temkin says:

      Tom: I agree with your observation; the post doesn’t say that Walmart customers received a lower price.

      • Tom says:

        But the conclusion stated to go to Walmart for [the best] price.

      • Bruce Temkin says:

        Tom: Now I see that you were referring to “the bottom line.” I don’t think it says that Walmrt has the lowest price; just that if you want service around your TV, then Best Buy is the better option. So, the reason to go to Walmart is for price (not service). Thanks for continuing the dialogue.

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