Taken from Businessweek.com, written by Bruce Temkin
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 2011.
- Radio Shack is the lowest-rated retailer for the third consecutive year and 191st overall in 2013. The retailer is also the lowest scoring across all three underlying components, functional, accessible, and emotional.
- Amazon.com and Costco are the top rated in the functional component, Ace Hardware is the top rated in the accessible component, and Nordstrom is the top in the emotional component.
- Office Depot (increase of 11 percentage points) and Barnes & Noble (increase of eight percentage points) made the largest improvements in the industry from 2012.
- JCPenney (decrease of six percentage points), Sam’s Club (decrease of four percentage points), and Lowe’s (decrease of four percentage points) had the largest declines from 2012.
- Here’s a link to industry results from the 2012 ratings.
About Bruce TemkinBruce is a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, he examines strategy, marketing, interaction design, customer service, and leadership practices. His “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Their goal is simple: accelerate the path to delighting customers.
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