Top and Bottom Retailers for Customer Experience
Customer satisfaction is the backbone of retail. Yes, quality products, competitive pricing, location, etc., all play a role in the overall success of a company, but without a satisfied customer base a retailer is doomed.
For the fifth consecutive year the Temkin Group has published its "Temkin Experience Ratings" report, examining 293 companies across 20 industries on three dimensions: success, effort and emotion. Over 10,000 U.S. consumers were asked to evaluate their experiences with different companies over the past 60 days on the three dimensions. All three scores were averaged together to uncover the Experience Rating, based on a perfect score of 100%.
Interestingly six of the top 10 were retailers, with three grocers finishing at the top of the chart. The report breaks out supermarket chains into their own category separate from retail, with grocers turning in the highest experience score among all of the industries examined.
Click here to see the top 6 retailers (grocers included) on the list, as well as the bottom 6 performing merchants.
For the fifth consecutive year the Temkin Group has published its "Temkin Experience Ratings" report, examining 293 companies across 20 industries on three dimensions: success, effort and emotion. Over 10,000 U.S. consumers were asked to evaluate their experiences with different companies over the past 60 days on the three dimensions. All three scores were averaged together to uncover the Experience Rating, based on a perfect score of 100%.
Interestingly six of the top 10 were retailers, with three grocers finishing at the top of the chart. The report breaks out supermarket chains into their own category separate from retail, with grocers turning in the highest experience score among all of the industries examined.
Click here to see the top 6 retailers (grocers included) on the list, as well as the bottom 6 performing merchants.