Store/Branch Satisfaction Snapshot: Citizens And Barnes & Nobles Top The List

This is the second post that looks at what US consumers say about their satisfaction with experiences across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers.

Satisfaction with Store Interactions

Here are some highlights of consumer feedback on store/branch interactions:

  • Retailers (87%) and insurers (85%) had the highest satisfaction rates
  • Wireless providers (73%), credit card issuers (75%), and TV service providers (75%) had the lowest satisfaction rates
  • Citizens Bank (95%), Barnes & Nobles (94%), Credit Unions (93%), and Target (92%) led 11 firms with satisfaction rates of 90% or more
  • Capital One (67%) and Sprint (68%) had the lowest satisfaction rates

The bottom line: What’s in-store for your customers?

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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