Report: Evaluating Online Store Locators

We just published a new report, Online Store Locators Miss A Key Part Of The Experience.

The report evaluated the online experience of five large retailers (Home Depot, Kroger, Target, Walgreens, and Walmart) and five large banks (Bank of America, Citibank, Chase, US Bancorp, and Wells Fargo) using our SLICE-B experience review methodology. The report has 12 figures which provide details of the reviews and highlights several best practices that we found.

Here’s the executive summary:

Just about every bank and retailer provides a store or branch locator on its site. But how user-friendly are the experiences? Mostly mediocre. Temkin Group evaluated 10 large retailers and banks using its SLICE-B experience review methodology. Wells Fargo ended with the only “excellent” rating and Target was alone at the bottom with a “poor” rating. All of the sites struggle to support user’s goals after they find the nearby stores.

Download report for $195

Here are the overall results from the evaluations:

Download report for $195

The bottom line: Are you doing a good enough job helping people find your locations?

About Bruce Temkin, CCXP
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, culture, interaction design, customer service, branding 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 Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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