Sam’s Club and Amazon.com Lead Retail Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Sam’s Club and Amazon.com continue their reign as the highest-rated retailers for the third straight year, each earning an “excellent” rating. Sam’s Club narrowly beat out Amazon.com for the top spot, receiving an 81% rating and an overall rank of 8th out of 268 companies across 19 industries. With ratings of 79% each, Costco, PetSmart, Ace Hardware, and BJ’s Wholesale Club also earned high marks from customers. At the other end of the spectrum, RadioShack and Foot Locker tied for last place among 45 retailers. This is the fourth straight year that RadioShack has been at the bottom of the industry.

Download entire dataset for $395

RetailersA
Here are some additional findings from the retail industry:

  • The top 10 retailers in the 2014 Temkin Experience Ratings are Sam’s Club (81%), Amazon.com (80%), Costco (79%), PetSmart (79%), Ace Hardware (79%), BJ’s Wholesale Club (79%), Lowe’s (78%), Dollar Tree (78%), Barnes & Noble (77%), and Home Depot (77%)
  • The bottom 10 retailers are Wal-Mart (69%), Macy’s (68%), Toys ‘R’ Us (68%), Sears (67%), Kmart (67%), Apple Store (67%), GameStop (66%), Gap (64%), Foot Locker (62%), and Radio Shack (60%).
  • Lowe’s (+6 points), T.J. Maxx (+6 points), Best Buy (+6 points), and the Apple Store (+5 points) improved the most between 2013 and 2014.
  • Sears (-7 points), Nordstrom (-5 points), Staples (-5 points), Office Depot (-5 points), Dollar General (-5 points), Toys ‘R’ Us (-5 points), Kmart (-5 points), and GameStop (-5 points) declined the most between 2013 and 2014.
  • The retail industry averaged a 73% rating in the 2014 Temkin Experience Ratings and tied for 3rd place out of 19 industries. Retail was one of only four industries to decline in the ratings since last year, decreasing its average by 1.0 percentage point.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

RetailersB

Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

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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