2017 Temkin Customer Experience Ratings for Retailers

Each year, Temkin (a customer experience research and consulting company) conducts customer experience surveys. For 2017, the firm surveyed 10,000 U.S. consumers on 331 companies across 20 industries:
“The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale. For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a ‘net goodness’ rating for each of the three components. The overall Temkin Experience Rating is an average of the three ‘net goodness’ percentages.”
In the 2017 study, Temkin looked at and ranked 48 retailers. The highest-rated were Ace Hardware, BJ’s Wholesale Club, and QVC. The lowest-rated were Radio Shack, Foot Locker, and Kmart.
What do YOU think of these retail ratings? [Note: The 2017 rank in the chart is based on 331 companies over all 331 industries.]



This entry was posted in Part 1: Overview/Planning, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 8: Putting It All Together and tagged , , , , . Bookmark the permalink.

1 Response to 2017 Temkin Customer Experience Ratings for Retailers

  1. Pingback: Engineering a Great Retail Customer Experience | Retailing: From A to Z by Joel Evans

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