Temkin Experience Ratings Industry Snapshot: Retail

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Ace Hardware and Dollar Tree earn top customer experience (CX) score across retailers, according to 8th annual Temkin Experience Ratings of 318 companies.

Congratulations to Ace Hardware and Dollar Tree for earning the best customer experience scores the retail industry.

Of the 49 retailers included in this year’s Ratings, Ace Hardware and Dollar Tree tied for the top spot. Each earned a score of 82% and placed 7th overall out of 318 companies across 20 industries.

Overall, the retail industry averaged a 74% rating in the 2018 Temkin Experience Ratings and came in third place out of 20 industries. The average rating of the industry improved by 0.5 percentage-points between 2017 and 2018, going from 73.9% to 74.4%.

Family Dollar’s customer experience score improved the most over the previous year, gaining six percentage-points. Macy’s score, on the other hand, declined the most, dropping by seven points.

You can download the free report or purchase the dataset.

Ace Hardware and Dollar Tree earn top customer experience (CX) score across retailers, according to 8th annual Temkin Experience Ratings of 318 companies. Ace Hardware and Dollar Tree earn top customer experience (CX) score across retailers, according to 8th annual Temkin Experience Ratings of 318 companies.

 

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I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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