True Value, Amazon.com, and O’Reilly Auto Parts Earn Top Customer Experience Ratings for Retailers

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

True Value, Amazon.com, and O’Reilly Auto Parts deliver the best customer experience in the retail industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

True Value took the top spot with a rating of 78%, placing it 3rd overall out of 294 companies across 20 industries. Furthermore, out of the 46 retailers included in the Ratings, it was the only one to improve its score from last year. Amazon.com and O’Reilly Auto Parts tied for the second spot, each earning a rating of 76% and an overall rank of 9th. QVC and Dollar Tree also made it into the top twenty overall as each received a rating of 75%, which put them both in 12th place.

1605_Retailers_Rank_2At the other end of the spectrum, RadioShack was at the bottom of the list for the sixth straight year, earning a rating of 55% and an overall rank of 199th.

Overall, the retail industry averaged a 69% rating in the 2016 Temkin Experience Ratings and came in 3rd place out of 20 industries. The average rating of the retail industry decreased by five percentage-points between 2015 and 2016, dropping from 74% to 69%.

Here are some additional findings from the retail industry:

  • The top 11 retailers in the 2016 Temkin Experience Ratings are as follows: True Value (78%),com (76%), O’Reilly Auto Parts (76%), QVC (75%), Dollar Tree (75%), Sam’s Club (74%), Dollar General (74%), Lowe’s (73%), PetSmart (72%), Michael’s (72%), and BJ’s Wholesale Club (72%).
  • The bottom 14 retailers are: RadioShack (55%), Gap (58%), Foot Locker (59%), Old Navy (60%), Kmart (62%), Macy’s (62%), OfficeMax (63%), Marshalls (63%), GameStop (63%), Office Depot (64%), Wal-Mart (64%), Best Buy (64%), Toys ‘R’ Us (64%), and Sears (64%).
  • True Value (+8 points) was the only company to improve its ratings between 2015 and 2016.
  • Bed Bath & Beyond (-15 points), Old Navy (- 12 points), Advance Auto Parts (-11 points), Costco (-11 points), OfficeMax (-11 points), and Marshalls (-11 points) declined by the most percentage-points between 2014 and 2015.

1605_Retailers_Rank_1 1605_Retailers_IndustryAv_1 1605_Retailers_IndustryAv_2 1605_Retailers_Overall

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

2 thoughts on “True Value, Amazon.com, and O’Reilly Auto Parts Earn Top Customer Experience Ratings for Retailers”

  1. Bruce, great data & findings around CX and how your rate the retailers. Curious, does any of your findings take into account how a company is tackling CX from a technology-enablement standpoint? The what, how and why of their technology stack and the tech capabilities as a enabler of the specific CX journey and outcomes expected? Thanks.

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