We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Ace Hardware, BJ’s Wholesale Club, and QVC deliver the best customer experience in the retail industry, according to the 2017 Temkin Experience Ratings.
Ace, BJ’s, and QVC all tied for the top spot out of the 48 retailers included in this year’s ratings, each earning a score of 81% and coming in 8th place overall out of 331 companies across 20 industries. Five other retailers received scores that put them in the top 10% of companies for the entire Ratings: Sam’s Club, O’Reilly Auto Parts, True Value, Amazon.com, and Dollar Tree.
Overall, the retail industry averaged a 74% rating in the 2017 Temkin Experience Ratings and came in 3rd place out of 20 industries. The average rating of the industry improved by five percentage-points between 2016 and 2017, going from 68.6% to 73.9%.
The ratings for all retailers increased between 2016 and 2017, expect for JCPenney, whose score decreased by one point and Dollar General, whose score stayed the same. Macy’s and Old Navy improved the most, each gaining 12 points.