True Value and Amazon.com are among the retailers that provide the best customer experience, according to the 2016 Temkin Experience Ratings, an annual ranking of companies in a variety of industries based on a survey of 10,000 U.S. consumers.
True Value took the top spot in the world of retail with a rating of 78%, placing it third overall out of 294 companies across 20 industries included in the survey. Furthermore, out of the 46 retailers included in the ratings, it was the only one to improve its score from last year.
Amazon.com and O’Reilly Auto Parts tied for the second spot among retailers, each earning a rating of 76%. QVC and Dollar Tree were also highly rated with each receiving a rating of 75%. At the other end of the spectrum, RadioShack was at the bottom of the list for the sixth straight year, earning a rating of 55% and an overall rank of 199.
Overall, the retail industry averaged a 69% rating in the 2016 Temkin Experience Ratings and came in third place out of 20 industries. The average rating of the retail industry decreased by five percentage points between 2015 and 2016, dropping from 74% to 69%.
Here are some additional findings from the retail industry:
- The top 11 retailers in the 2016 Temkin Experience Ratings are: True Value (78%), Amazon.com (76%), O’Reilly Auto Parts (76%), QVC (75%), Dollar Tree (75%), Sam’s Club (74%), Dollar General (74%), Lowe’s (73%), PetSmart (72%), Michael’s (72%), and BJ’s Wholesale Club (72%).
- The bottom 14 retailers are: RadioShack (55%), Gap (58%), Foot Locker (59%), Old Navy (60%), Kmart (62%), Macy’s (62%), OfficeMax (63%), Marshalls (63%), GameStop (63%), Office Depot (64%), Wal-Mart (64%), Best Buy (64%), Toys ‘R’ Us (64%), and Sears (64%).
- Bed Bath & Beyond (-15 points), Old Navy (-12 points), Advance Auto Parts (-11 points), Costco (-11 points), OfficeMax (-11 points), and Marshalls (-11 points) declined by the most percentage points between 2014 and 2015.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin then averaged these three scores to produce each company’s experience rating.
In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent.”
