Will Retailers Deliver Holiday CX Cheer?

Earlier this year, we published the 2011 Temkin Experience Ratings (TER) that evaluates the customer experience (CX) of 143 large US organizations based on consumer ratings across three elements of experience: functional, accessible, and emotional.

Since many consumers are flocking to retailers at this time of year, I decided to share some details of the 27 retailers in the 2011 TER. The chart below shows the overall TER (across all 143 companies) as well as where the retailers rank compared to each other in the functional, accessible, and emotional elements of experience.

As you can see, Amazon.comKohl’s and Costco are on top while RadioShackGap, and Toys ‘R’ Us are at the bottom of the overall TER. It’s also interesting to look at the difference across components of the TER. Here are the retailers with the largest inconsistency across their rankings:

  • OfficeMax: functional (#15) and emotional (#24)
  • eBay: functional (#17) and accessible (#24)
  • Best Buy: accessible (#18) and functional (#25)
  • BJs Wholesale: emotional (#3) and accessible (#9)
  • WalMartfunctional (#8) and accessible, emotional (#14)
  • Macy’saccessible (#9) and emotional (#15)

The bottom line: Hopefully, ’tis the season to be CX jolly!

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.

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