2/27/13

Amazon & Sam’s Club score high on customer experience

Ace Hardware, Nordstrom and Costco also rank in a Temkin survey.

Stefany Zaroban , Associate Director of Research

Amazon.com Inc. and Sam’s Club topped the retailer category but trailed grocery store chains and a fast food company in a report released today that ranks 246 U.S. companies on customer experience.

The report from customer experience consulting firm Temkin Group shows Amazon.com Inc. tied with warehouse discount store Sam’s Club for No. 5 in the rankings. Sam’s Club is a unit of Wal-Mart Stores Inc., No. 4 in the Internet Retailer Top 500 Guide. Both Amazon and Sam’s Club were beat out by grocery store chain Publix Super Markets Inc.—Publix was No. 1 overall—followed  by Trader Joe’s, Aldi and fast food company Chick-fil-A.

Retailers took eight of the top 25 spots among the 246 U.S. companies in 19 industries. Fast food chains also landed eight of the highest spots. Grocery stores, which Temkin categorizes separately from retailers, took seven spots. Banks took the last two.

Television providers, Internet service providers and health insurance plans earned the lowest marks.

The Temkin Experience Ratings are based on responses from an online survey of 10,000 U.S. consumers conducted in January 2013. The survey asked consumers to rate their recent in-person, phone or online interactions with companies in the previous 60 days. Among the ways that consumers scored companies was functionality, or to what degree the consumer was able to accomplish his goal when interacting with the company. Respondents also rated the companies’ accessibility, or how easy it was to interact with them, as well as how the consumers felt overall about the interaction.

Companies received a percentage score out of 100.

Here is how some of the top retailers—apart from Amazon all sell through physical stores as well as online—scored in the study, as well as their rankings, where applicable, in the Internet Retailer Top 500 Guide or Second 500 Guide.

Topics:

Ace Hardware, Amazon, Costco, Customer experience, customer service, e-commerce, Nordstrom, PetSmart, retail chains, Sam’s Club, Temkin Group, Top 500, Wal-Mart, Walgreen, web only retailers

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