Will Retailers Deliver Holiday CX Cheer?
December 19, 2011 Leave a comment
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.com, Kohl’s and Costco are on top while RadioShack, Gap, 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)
- WalMart: functional (#8) and accessible, emotional (#14)
- Macy’s: accessible (#9) and emotional (#15)
The bottom line: Hopefully, ’tis the season to be CX jolly!