Ace Hardware, BJ's Wholesale Club and QVC deliver the best customer experience in the retail industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Ace, BJ's, and QVC all tied for the top spot out of the 48 retailers included in this year's ratings, each earning a score of 81% and coming in 8th place overall out of 331 companies across 20 industries. Five other retailers received scores that put them in the top 10% of companies: Sam's Club, O'Reilly Auto Parts, True Value, Amazon.com, and Dollar Tree.
Overall, the retail industry averaged a 74% rating in the report and came in third place out of 20 industries evaluated. The average rating of the retail industry improved by five percentage points between 2016 and 2017, increasing from 68.6% to 73.9%.
The ratings for all retailers increased from 2016 to 2017, except JCPenney, which declined by one point and Dollar General, which maintained the same YOY rating. Macy's and Old Navy scored the greatest improvements, each gaining 12 points.
A score of 70% or above is considered "good," and a score of 80% or above is considered "excellent," while a score below 60% is considered "poor," According to Temkin. None of the retailers scored below 60%.
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