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, 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.

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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