SAM’S CLUB, AMAZON.COM RANK HIGHEST
Sam’s Club and Amazon.com scored highest among
retailers in the 2013 Tempkin Group ratings of customer
experience – tying with an 81% rating against the retailing
average of 74%. That average, by the way, was up from
71% the previous year.
Ace Hardware, Costco, Nordstrom, PetSmart, BJ’s
Wholesale, Dollar Tree, Walgreens and AutoZone filled
out the top 10. Of the 44 national retail chains included in
the survey, RadioShack ranked last for the third straight
year. And despite all of its hipness and hype,
Apple Store was next to last, based on Temkin’s
survey of 10,000 U.S. consumers.
For the wireless industry, TracFone topped
the customer survey for the third straight year,
although that was only a 66% rating, followed by
Verizon Wireless, Virgin Mobile, US Cellular
and Metro PCS. Three wireless companies
earned “poor” ratings for customer experience:
AT&T, Sprint and, in last place, T-Mobile.
The grocery store industry had the highest
average rating, 78%. Publix topped the list at
84%, followed by Trader Joe’s, Aldi, H.E.B. and Save-a-
Lot. Stop & Shop was last of the 16 chains ranked, with
Piggly Wiggly and Food Lion tied for next to last.
Chick-fil-A led the fast food industry at 82%, followed
by Dunkin’ Donuts, Sonic Drive-In, Little Caesar’s and
Subway. KFC was in last place of the 18 chains, just
The survey ranked consumer experience with 246
companies across 19 industries. The 10,000 customers
were asked to rate the companies for functional, accessible
and emotional elements of their experience.