Sam's Club and Amazon Earn Top Honors in Retail Industry for Customer
Experience, According to New Temkin Group Research
Third Annual Temkin Experience Ratings Evaluates 246 Companies Across 19
WABAN, Mass., March 19, 2013
WABAN, Mass., March 19, 2013 /PRNewswire/ --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. At the other end of the spectrum,
RadioShack was the lowest-rated retailer for the third consecutive year. The
retail industry was tied for third out of 19 industries we studied. Thirty-six
out of the 44 retailers in the study earned a "good" or "excellent" rating.
"The retail industry remains one of the better sectors for customer
experience, but RadioShack is a real black sheep in the industry," states
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
Here are some additional findings:
oAmazon and Sam's Club (tied for #5 across all industries) earned ratings
of 81% while Ace Hardware earned 80%, all of which fall into the
oSix additional retailers were in the top 20 overall: Costco (tied for
#13), Nordstrom (tied for #13), PetSmart (tied for #20), BJs Wholesale
(tied for #20), Dollar Tree (tied for #20), and Walgreens (tied for #20).
oRadio 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.
oThe next seven retailers at the bottom of the industry earned "okay"
ratings: Apple Stores, Best Buy, T.J. Maxx, Ross, Gap, JCPenney, and
oAmazon 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.
oOffice Depot (increase of 11 percentage points) and Barnes & Noble
(increase of eight percentage points) made the largest improvements in the
industry from 2012.
oJCPenney (decrease of six percentage points), Sam's Club (decrease of four
percentage points), and Lowe's (decrease of four percentage points) had
the largest declines from 2012.
oThe average rating for the retail industry increased from 71% in 2012 to
74% in 2013.
The 2013 Temkin Experience Ratings along with other ratings can be accessed at
the Temkin Ratings website, www.TemkinRatings.com.
The report "2013 Temkin Experience Ratings" can be downloaded for free from
the Customer Experience Matters^® blog, at ExperienceMatters.wordpress.com as
well as from the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer
experience research and consulting firm. Many of the world's largest brands
rely on its insights and advice to steer their transformational journeys.
Temkin Group combines customer experience thought leadership with a deep
understanding of the dynamics of organizations to help accelerate results.
Rather than layering on cosmetic changes, Temkin Group helps companies embed
practices within their culture by building four critical competencies:
Purposeful Leadership, Employee Engagement, Compelling Brand Values, and
Customer Connectedness. The firm's ongoing research identifies leading and
emerging best practices across a wide range of activities for engaging the
hearts and minds of customers, employees, and partners. For more information,
contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience
thought leader and is Customer Experience Transformist and Managing Partner of
Temkin Group. He is also the author of a very popular blog, Customer
Experience Matters® (ExperienceMatters.wordpress.com). 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.
Customer experience matters is a registered trademark of Temkin Group.
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SOURCE Temkin Group
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