Ace Hardware, BJ’s Wholesale Club, and QVC Earn Top Customer Experience Ratings for Retailers

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Ace Hardware, BJ’s Wholesale Club, and QVC deliver the best customer experience in the retail industry, according to the 2017 Temkin Experience Ratings.

Ace, BJ’s, and QVC all tied for the top spot out of the 48 retailers included in this year’s ratings, each earning a score of 81% and coming in 8th place overall out of 331 companies across 20 industries. Five other retailers received scores that put them in the top 10% of companies for the entire Ratings: Sam’s Club, O’Reilly Auto Parts, True Value, Amazon.com, and Dollar Tree.

Read more of this post

True Value, Amazon.com, and O’Reilly Auto Parts Earn Top Customer Experience Ratings for Retailers

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

True Value, Amazon.com, and O’Reilly Auto Parts deliver the best customer experience in the retail industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

True Value took the top spot with a rating of 78%, placing it 3rd overall out of 294 companies across 20 industries. Furthermore, out of the 46 retailers included in the Ratings, it was the only one to improve its score from last year. Amazon.com and O’Reilly Auto Parts tied for the second spot, each earning a rating of 76% and an overall rank of 9th. QVC and Dollar Tree also made it into the top twenty overall as each received a rating of 75%, which put them both in 12th place.

1605_Retailers_Rank_2At the other end of the spectrum, RadioShack was at the bottom of the list for the sixth straight year, earning a rating of 55% and an overall rank of 199th.

Overall, the retail industry averaged a 69% rating in the 2016 Temkin Experience Ratings and came in 3rd place out of 20 industries. The average rating of the retail industry decreased by five percentage-points between 2015 and 2016, dropping from 74% to 69%.

Here are some additional findings from the retail industry: Read more of this post

PetSmart and Amazon Lead Retailers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

PetSmart and Amazon.com tied for the top spot, each scoring 82%, which put them both in 4th place overall out of 293 companies across 20 industries. Walgreens came in a close third with a rating of 81% and a ranking of 8th, while Bed Bath & Beyond, Lowe’s, and Costco all earned 79% and tied for 19th place overall.

At the other end of the spectrum, RadioShack was at the bottom of the list for the fifth straight year, earning a rating of 63%. Six other retailers earned Temkin Experience Ratings below 70%: Sears, Gap, Best Buy, GameStop, Kmart, and Foot Locker.

Here are some additional findings:

  • Retail was one of only five industries to improve its ratings between the 2014 and 2015. The industry average for retailers increased by 1.7 percentage-points.
  • Foot Locker (+7 points), Dollar General (+6 points), Walgreens (+5 points), and the Bed Bath & Beyond (+5 points) improved the most between 2014 and 2015.
  • Overall, the retail industry averaged a 74% rating in the 2015 Temkin Experience Ratings and came in 3rd place out of 20 industries. It was also one of only five industries to improve its rating over the past year, increasing its average by 1.7 percentage points.
  • True Value (-6 points), Sam’s Club (-5 points), and Best Buy (-5 points) declined the most between 2014 and 2015.

Read more of this post

<span>%d</span> bloggers like this: