Sam’s Club and Amazon get top honors for customer experience
by March 20, 2013 10:59 am 120 views
Based on a study of 10,000 U.S consumers, Sam's Club and Amazon earned the top spots in the retail sector of the 2013 Temkin Experience Ratings.
The annual Temkin Experience Ratings Evaluates 246 companies across 19 industries.
The retail industry was tied for third out of 19 industries studied. Some 36 out of the 44 retailers in the study earned a "good" or "excellent" rating.
At the other end of the spectrum, RadioShack was the lowest-rated retailer for the third consecutive year.
"The retail industry remains one of the better sectors for customer experience, but RadioShack is a real black sheep in the industry," according to Bruce Temkin, managing partner of Temkin Group.
The Temkin Experience Ratings evaluates three areas of customer experience: functional (can customers do what they want to do), accessible (how easy it is to work with the company) and emotional (how consumers feel about their interactions).
Following are some additional findings.
• Amazon and Sam's Club (tied for No. 5 across all industries) earning ratings of 81% while Ace Hardware earned 80%, all of which fall into the "excellent" range.
• There were six additional retailers in the top 20 overall: Costco and Nordstrom tied for No. 13. PetSmart, BJs Wholesale, Dollar Tree and Walgreens all tied for No. 20.
• Target and Bed Bath & Beyond tied at No. 36 with a 76% approval rating.
• Family Dollar and Dollar General each got a rating of 75% and tied for the No. 46 spot.
• Wal-Mart and JCPenney tied for the No. 100 spot in the survey with an “okay” rating of 68%.
• Radio Shack is the lowest-rated retailer for the third consecutive year, earning a "poor" rating of 58%. It also earned the lowest score across all three underlying components, functional, accessible and emotional.
• Amazon and Costco are the top rated in the functional component.
• Ace Hardware is the top rated in the accessible component, and Nordstrom is the top in the emotional component.
The average rating for the retail industry increased to 74% in 2013, up from 71% a year ago.