Ace Hardware, BJ’s Wholesale Club, and QVC Earn Top Customer Experience Ratings for Retailers

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% Read More …

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

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 Read More …

PetSmart and Amazon Lead Retailers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. PetSmart and Amazon.com tied for the top spot, each scoring 82%, which put them both in 4th place overall out of 293 companies across 20 industries. Walgreens came in a close third with a rating of 81% and a ranking of 8th, while Bed Bath & Beyond, Lowe’s, and Costco all earned 79% and tied for 19th place overall. At the other end of the spectrum, RadioShack was at the bottom of the Read More …

Report: Evaluating Mobile eGift Card Purchasing Experiences

We published a Temkin Group report, Evaluating Mobile eGift Card Purchasing Experiences. The report uses Temkin Group’s SLICE-B experience review methodology to assess the mobile sites of 10 retailers. Here’s the executive summary: Although smartphones are a convenient interaction channel, their small screens pose serious design challenges for companies. To evaluate the customer experience of mobile websites, we used Temkin Group’s SLICE-B experience review methodology to assess the experience of buying an eGift Card from ten large retailers: Home Depot, Lowe’s, Walmart, Target, Walgreens, CVS, Starbucks, Dunkin’ Donuts, Best Buy, and RadioShack. Home Depot earned the top score for its functionality Read More …

Sam’s Club and Amazon.com Lead Retail Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers. Sam’s Club and Amazon.com continue their reign as the highest-rated retailers for the third straight year, each earning an “excellent” rating. Sam’s Club narrowly beat out Amazon.com for the top spot, receiving an 81% rating and an overall rank of 8th out of 268 companies across 19 industries. With ratings of 79% each, Costco, PetSmart, Ace Hardware, and BJ’s Wholesale Club also earned high marks from customers. At the other end of the Read More …

Report: What Happens After a Good or Bad Experience, 2014

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2014. The report, which includes 19 data charts, examines which companies and industries provide the most bad experiences, what impact those experiences have on spending, and how the negative impacts of bad experiences can be mitigated by good service recovery. The report also examines how consumers share their good and bad experiences with companies as well as with other people. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 268 companies Read More …

USAA On Top of 2013 Temkin Customer Service Ratings

We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for $295 Company Results Here are some company highlights: USAA earned the top two spots for its insurance and banking businesses. Other companies at the top of the ratings are credit unions, Ace Hardware, Charles Schwab, Dollar Tree, Chick-fil-A, Sonic Drive-In, Hy-Vee, Costco, Trader Joe’s, Advantage, Publix, and H.E.B. TV service providers and Internet service providers earned nine out of bottom 10 spots in the ratings. For the second straight year, Charter Communications took the bottom spot. The rest of the firms Read More …

Amazon and USAA On Top of 2013 Temkin Web Experience Ratings

We just released the third annual Temkin Web Experience Ratings of 211 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for $295 Company Results Here are some company highlights: For the third straight year, Amazon.com topped the Temkin Web Experience Ratings while USAA took the next two spots for its bank and insurance businesses. Other companies at the top of the ratings are Regions, U.S. Bank, eBay, Advantage Rent A Car, credit unions, and QVC. At the other end of the spectrum, MSN, Health Net, EarthLink, and Cablevision earned the lowest ratings. Only 6% of companies earned “strong” or “very strong” ratings, while 63% earned Read More …

USAA On Top (Again) in 2013 Temkin Trust Ratings

We just released the third annual Temkin Trust Ratings of 246 companies across 19 industries (see full list). Download entire dataset for $295 Company Results For the third straight year, USAA‘s insurance business earned the top ranking in the Temkin Trust Ratings. Here are additional highlights: Two of USAA’s business areas —insurance and banking—topped the list of companies. USAA’s credit card business also ranked sixth. The other companies in the top 10 of the ratings are credit unions, Publix, H.E.B., Amazon.com, Trader Joe’s, Charles Schwab, and Sam’s Club. HSBC earned two of the bottom three spots for its credit card and banking businesses. TV service providers Read More …

Advantage Rent A Car and USAA Lead in 2013 Temkin Forgiveness Ratings

All companies, even customer experience leaders, make mistakes. But how much goodwill have companies built up for consumers to forgive them after those miscues? To answer this question, Temkin Group surveyed 10,000 U.S. consumers about companies with whom they’ve recently interacted. We used this data for the third annual Temkin Forgiveness Ratings of 246 companies across 19 industries. Download entire dataset for $295 Company Results Here are the highlights of the 246 companies in the 2013 Temkin Forgiveness Ratings: Advantage earns top spot. With an excellent score of 61%, Advantage earned the highest rating. USAA dominates forgiveness. USAA grabbed the next Read More …

Sam’s Club and Amazon.com Lead Retail Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the retail industry: The average industry rating increased from 71% in 2012 to 74% in 2013. Sixteen of the 24 retailers that were in both the 2012 and 2013 ratings showed improvement. Three of the top 10 companies across all industries are retailers: Amazon.com and Sam’s Club (tied for #5 overall), and Ace Hardware (#7 overall). Sam’s Club was the leader in 2012 Temkin Experience Ratings and Amazon.com led in Read More …

Report: 2013 Temkin Experience Ratings

We published the 2013 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 246 organizations across 19 industries. Congratulations to the top firms in this year’s ratings: Publix, Trader Joe’s, Aldi, Chick-fil-A, Amazon.com, and Sam’s Club. Download report for FREE You can also download the data for $395. The Temkin Experience Ratings are based on evaluating three elements of experience: Functional: How well do experiences meet customers’ needs? Accessible: How easy is it for customers to do what they want to do? Emotional: How do customers feel about the experiences? Here are the top and bottom companies in the ratings: Here’s how the industries Read More …

Report: What Happens After A Good or Bad Experience?

We just published a Temkin Group report, What Happens After A Good or Bad Experience? This large-scale consumer study uncovers negatively biased feedback and significant upside from good service recovery. Here’s the executive summary: We asked 5,000 U.S. consumers about their experiences with 179 companies across 19 industries. More than 60% who had a bad experience with a fast food chain, credit card issuer, rental car agency, or hotel cut back on their spending, and many stopped completely. But service recovery helps. For every level of improvement in how they responded to a bad experience, companies were rewarded with more sales. Unfortunately, Read More …

Best Buy Delivers Highest TV Satisfaction

We’re entering into the busiest season for retail sales in the U.S.with Black Friday this week and Cyber Monday next week. One of the key categories during the holiday season is TVs. Retailers plan to sell a lot of them between now and Christmas. So I decided to look into our consumer benchmark data to see which retailers provided the best experience for TV buyers. I examined data for more than 1,300 consumers who had recently purchased TVs. The analysis compared satisfaction across multiple steps in the process for Best Buy, Walmart, Amazon.com, and other retailers. As you can see in the chart Read More …

Report: Net Promoter Score Benchmark Study, 2012

We just published a Temkin Group report, Net Promoter Score Benchmark Study, 2012. It provides NPS data on 175 U.S. companies across 19 industries. Here’s the executive summary: USAA took the top two spots for its banking and insurance businesses while HSBC came in at the bottom for banking and credit cards. Our analysis of differences across consumer demographic segments showed that NPS tends to go up with age, doesn’t vary much by income levels, and is often highest with Asians. We also asked consumers what would make them more likely to recommend the companies and found that promoters are Read More …