According to the 2017 Temkin Experience Ratings, an annual customer experience ranking, Ace Hardware, BJ’s Wholesale Club, and QVC deliver the best customer experience in the retail industry.
The ranking is based on a survey of 10,000 consumers in the United States.
Ace, BJ’s, and QVC tied for the top spot out of the 48 retailers included in the ratings for this year, each earning a score of 81%. Beyond retail, the score put the three companies in eighth place out of 331 companies across 20 industries. Five other retailers received scores that put them in the top 10% of companies overall: Sam’s Club, O’Reilly Auto Parts, True Value, Amazon.com and Dollar Tree.
The ratings of all retailers in the 2017 Temkin Experience Ratings are as follows:
- Ace Hardware: 81%
- BJ’s Wholesale Club: 81%
- QVC: 81%
- Sam’s Club: 80%
- O’Reilly Auto Parts: 79%
- True Value: 79%
- Amazon.com: 78%
- Dollar Tree: 78%
- Barnes & Noble: 77%
- Advance Auto Parts: 76%
- AutoZone: 76%
- Home Depot: 76%
- Lowe’s: 76%
- Michael’s: 76%
- Ross: 76%
- Bed Bath & Beyond: 75%
- PetSmart: 75%
- Walgreens: 75%
- Dollar General: 74%
- Etsy: 74%
- Family Dollar: 74%
- GameStop: 74%
- Macy’s: 74%
- 7-Eleven: 73%
- Apple Retail Store: 73%
- Costco: 73%
- Kohl’s: 73%
- Marshalls: 73%
- Nordstrom: 73%
- Rite Aid: 73%
- Staples: 73%
- CVS: 72%
- eBay: 72%
- Old Navy: 72%
- T.J. Maxx: 72%
- Target: 72%
- Dick’s Sporting Goods: 71%
- Toys ‘R’ Us: 71%
- Walmart: 71%
- Best Buy: 70%
- JC Penney: 70%
- Office Depot: 69%
- Office Max: 69%
- Sears: 67%
- Gap: 66%
- Kmart: 66%
- Foot Locker: 64%
- RadioShack: 64%
In total, the retail sector averaged a 74% rating in the 2017 Temkin Experience Ratings and came in third place out of 20 industries. The industry average rating improved by five percentage points between 2016 and 2017, going from 68.6% to 73.9%. In the ratings, a score of 70% or above is considered good, and a score of 80% or above is considered excellent, while a score below 60% is considered poor.
