Amazon, Sam's Club rank high for experience
March 21, 2014
Waban, Mass.--Sam's Club and Amazon remain the top retailers when it comes to providing customers with a good experience, according to recent research by the Temkin Group.
Both companies earned the top spots in the retail category of the 2014 Temkin Experience Ratings, which evaluate consumers' interactions with companies based on three components of their experience: functional, accessible and emotional.
This is the fourth year of the survey, which rated 268 U.S. companies across 19 industries through a study of 10,000 consumers.
Sam's Club and Amazon were among the 15 top-rated companies across all industries with ratings of "excellent." Sam's Club ranked eighth overall with an 81 percent favorability score, just ahead of Amazon.com, which ranked 15th with a score of 80 percent.
The top-rated company overall was H.E.B, a grocery company, with a rating of 88 percent.
Other retail companies in the top 30 positions overall in customer experience rankings were Ace Hardware, BJ's Wholesale Club, Costco and PetSmart (all tied at 22), as well as Dollar Tree and Lowe's (both tied at 29).
RadioShack was the lowest-ranked company in the retail category with a score of 60 percent.
Temkin said that compared with 2013, today more companies deliver an "excellent" customer experience, but fewer companies deliver a "good" customer experience. Across all three evaluation components, companies decreased some in both the "functional" and "accessible" categories, but increased slightly in the "emotional" area.
Temkin Group is a customer experience research and consulting firm that aims to increase customer loyalty for its clients by becoming more consumer-centric.