Updated April 04, 2013
What make a good customer experience? According to the Temkin Group research and consulting firm, it's a combination of three aspects of a customer's interaction with a company - functional, accessible, and emotional. The annual Best Customer Experience ranking list is based on these three aspects of the customer experience. In 2013 customer rating and rankings reveal that in 2013 they viewed their experiences with retail grocery store chains Publix, Trader Joe's, Aldi, and fast food restaurant Chick-fil-A to be better than their experiences with Amazon.com. This is significant since Amazon.com and its leader Jeff Bezos are well known for an almost fanatical customer satisfaction commitment.
When consumers are asked just three questions about their latest interaction with a company, it can be determined how they rate their experience with that company for functional (completely failed to completely successful), accessibility (very difficult to very easy), and emotional impact (upset to delighted). Individual opinions are averaged and a customer experience ranking is obtained based on the average customer scores.
Even though the 2013 Temkin Customer Experience rankings included ratings of companies from 19 different industries, it is clear that the masters of customer experience in U.S. business is the retail industry (which includes restaurants, automobiles dealers, and companies with significant retail operations). Of the top 20 companies that consumers rated as having the best customer experience, 19 of them are retail companies. Banks, insurance companies, financial services, wireless providers, TV services, computer manufacturers, and car rental companies crowd the bottom end of the customer experience rankings. As in 2012, of the companies that are strictly retailing companies, RadioShack received the lowest customer experience ratings from retail customers.
What follows is a list of the retail companies that were rated by consumers for customer experience in the 2013 ranking report. The list is arranged according to the customer experience ranking each company received, when compared to all companies rated. The number in the left column is the ranking number, out of a total of 246 companies. (The companies sharing ranking numbers received the same average ratings from the customers surveyed.)
2013 Best Retail Customer Experiences - Customer Rankings in Temkin Research Report:
1 Publix
2 Trader Joe's
3 Aldi
3 Chick-fil-A
5 Amazon.com
5 Sam's Club
7 H.E.B.
7 Dunkin' Donuts
5 Save-a-Lot
7 Sonic Drive-In
7 Little Caesar's
7 Ace Hardware
13 Hy-Vee
13 Nordstrom
13 Subway
13 Costco
13 ShopRite
13 Arby's
20 Dairy Queen
20 Walgreens
20 Dollar Tree
20 Jack in the Box
20 PetSmart
20 BJ's Wholesale Club
20 Kroger
20 Starbucks
29 Giant Eagle
29 Albertsons
29 Home Depot
29 Safeway
29 AutoZone
29 Winn-Dixie
36 Bed Bath & Beyond
36 Pizza Hut
36 Staples
36 QVC
36 Target
36 Family Dollar
36 Whole Foods
36 Office Depot
36 Domino's
45 Quiznos
45 Rite Aid
45 Burger King
45 Piggly Wiggly
45 Dollar General
45 Food Lion
53 Hardees
53 O'Reilly Auto Parts
53 Wendy's
53 Barnes & Noble
53 Old Navy
53 Sears
53 CVS
64 Stop & Shop
64 OfficeMax
64 Toys 'R Us
64 True Value
64 Kohl's
72 Lowe's
72 Macy's
72 Kmart
72 Advance Auto Parts
72 Taco Bell
78 McDonald's
78 GameStop
78 7-Eleven
78 Toyota
78 eBay
89 Marshalls
100 jcpenney
100 Wal-Mart
107 KFC
107 Google
107 Ross
107 Gap
107 Best Buy
107 T.J. Maxx
115 Ford
115 Honda
123 Chevrolet
150 Apple Stores
150 Verizon Wireless
160 Virgin Mobile
166 Dodge
166 BMW
166 Dell
166 Chrysler
182 Nissan
191 RadioShack
203 AT&T
203 T-Mobile
222 Verizon
Trends and Comparison of Customer Experience Rankings 2011-2013 >>
More About Retail Customer Service:
- Best and Worst Retail Customer Service - 2010 ACSI Ratings
- Retailers Not Chosen For Good Customer Service - 2005 - 2010
- Service Philosophy of Amazon.com - What Would Bezos Do?
- The Starbucks Brand of Customer Service
- The Surprisingly High Customer Service Standards of the Waffle House Chain
- How to Kill a Customer's Day, Continental Airlines Style
- Customer Service Failure Strategies That Work
- Balancing Operational Efficiency and Customer Satisfaction
- Retailing's Worst Gift Return Policies
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