Retailers are investing more time and money in improving the customer experience across all channels. Results from the 2013 Temkin Experience Ratings indicate that these efforts have been successful: the average “experience rating” for the retail industry has increased from 71% in 2012 to 74% in 2013.
Publix, slotted in the Grocery Chains category, received the highest customer experience ranking of all organizations (including Retailers and 18 other types of businesses), achieving a score of 84%. In the Retailers category, Amazon and Sam’s Club tied for the top spot, with a score of 81%. (Temkin ranked Grocery Chains separately from an overall Retailers category.)
The 2013 Temkin Experience Ratings were determined following a study of 10,000 U.S. consumers, in addition to an analysis of 246 companies across 19 business segments. Organizations were evaluated based on three areas of the customer experience:
Advertisement
- Functional: How well do experiences meet customers’ needs?
- Accessible: How easy is it for customers to achieve tasks?
- Emotional: How do customers feel about their experiences and interactions?
