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.

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