Store/Branch Satisfaction Snapshot: Citizens And Barnes & Nobles Top The List

This is the second post that looks at what US consumers say about their satisfaction with experiences across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers.

Satisfaction with Store Interactions

Here are some highlights of consumer feedback on store/branch interactions:

  • Retailers (87%) and insurers (85%) had the highest satisfaction rates
  • Wireless providers (73%), credit card issuers (75%), and TV service providers (75%) had the lowest satisfaction rates
  • Citizens Bank (95%), Barnes & Nobles (94%), Credit Unions (93%), and Target (92%) led 11 firms with satisfaction rates of 90% or more
  • Capital One (67%) and Sprint (68%) had the lowest satisfaction rates

The bottom line: What’s in-store for your customers?

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 Responses to Store/Branch Satisfaction Snapshot: Citizens And Barnes & Nobles Top The List

  1. Pingback: Experiences That Satisfy Consumers, 2009 « Customer Experience Matters

  2. Pingback: Experiences That Satisfy Consumers, 2009 « Customer Experience Matters « Fredzimny’s CCCCC Blog

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