Large-Scale Research Study Rates More Than 200 Companies Across 18 Industries Based on Feedback Survey of 10,000 U.S. Consumers
WABAN, Mass., Feb. 21, 2012 — A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings.
The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 24 retailers. Sam's Club was the top rated company across all industries and only one of eight organizations with an "excellent" rating. Five other retailers were in the top 20 positions in the overall rankings: Amazon.com (#10), Target (#14), Walgreens (#14), BJs Wholesale Club (#18), and Lowe's (#18).
The retail industry received the third highest average customer experience rating, falling only behind grocery chains and fast food restaurants. Despite the strong performance of the industry, one retailer, RadioShack, earned a "poor" rating while seven other retailers at the bottom of the list received "okay" ratings: Office Depot, eBay, Barnes & Noble, Sears, Kmart, Best Buy, and Macy's. The remaining retailers earned "good" ratings.
"Retail continues to be one of the best industries for customer experience, but it puts a lot of pressure on those firms that are falling behind,"states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The Temkin Experience Ratings evaluates three dimensions of customer experience:
- Functional: Does the company meet consumers' needs?
- Accessible: How easy is it for consumers to do what they are trying to do?
- Emotional: How do consumers feel about their interactions with companies?
Other highlights from the research include:
- Sam's Club and Amazon.com received the highest Functional ratings, while RadioShack and Office Depot received the lowest.
- Sam's Club and Lowe's received the highest Accessible ratings, while RadioShack and eBay received the lowest.
- Sam's Club and Amazon.com received the highest Emotional ratings, while RadioShack, Office Depot, and Barnes & Noble received the lowest.
- While most industries showed improvement between 2011 and 2012, retailers were one of four industries that registered a slight decline.
- Sam's Club and Toys "R" Us are the only two retailers with more than a five-point increase in their ratings between 2011 and 2012.
- Kohl's and Costco are the only two retailers with more than a five-point decrease in their ratings between 2011 and 2012.
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. The data can be accessed from the Temkin Ratings website, http://www.temkinratings.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
About the author, Bruce Temkin
Bruce is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the author of a very popular blog, Customer Experience Matters. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience results. For more information, contact Bruce Temkin at 617-916-2075 or Email.
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