Waban, Mass.--Sam’s Club and Amazon remain the top companies for customer experience, according to research recently released by the Temkin Group.

The two companies earned the top spots in the retail sector of the 2013 Temkin Experience Ratings, which evaluates businesses based on three areas of the customer experience: function (can customers do what they want to do), accessible (how easy it is to work with the company) and emotional (how consumers feel about their interactions).

This is the third year of the survey, which evaluates 246 companies across 19 industries through a study of 10,000 U.S. consumers.

Amazon and Sam’s Club were the top-rated companies across all categories, earning ratings of “excellent” at 81 percent and tying for the No. 5 spot across all industries.

Other retail companies in the top 20 positions overall in customer experience rankings were Costco (13), Nordstrom (13), PetSmart (20), BJs Wholesale (20), Dollar Tree (20) and Walgreens (20).

The average rating for the retail industry overall increased from 71 percent in 2012 to 74 percent in 2013.

Sam’s Club saw one of the largest rating declines overall at 4 percent, and J.C. Penney also fell into this category with a decrease of 6 percent.

T.J. Maxx, J.C. Penney and Walmart fell at the bottom of the retail industry for customer experience, earning “OK” ratings. Radio Shack is the lowest-rated retailer for the third consecutive year, earning a “poor” rating at 58 percent.

Amazon and Costco were top-rated in the functional component, Ace Hardware cinched the top rating in the accessible component and Nordstrom topped the emotional component.

The full Temkin Experience Ratings report can be found here. Additional information about Temkin can be found on its website.

Temkin Group is a customer experience research and consulting firm aiming to increase customer loyalty for its clients by becoming more consumer-centric.


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