PetSmart and Amazon.com earn top customer experience ratings

 

March 16, 2015

PetSmart and Amazon.com deliver the best customer experience in the retail industry, according to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

PetSmart and Amazon.com tied for the top spot, each scoring 82 percent, which put them both in fourth place overall out of 293 companies across 20 industries. Walgreens came in a close third with a rating of 81 percent and a ranking of eighth, while Bed Bath & Beyond, Lowe's and Costco all earned 79 percent and tied for 19th place overall.

At the other end of the spectrum, RadioShack was at the bottom of the list for the fifth straight year, earning a rating of 63 percent. Six other retailers earned Temkin Experience Ratings below 70 percent: Sears, Gap, Best Buy, GameStop, Kmart and Foot Locker.

Overall, the retail industry averaged a 74-percent rating in the 2015 Temkin Experience Ratings and came in third place out of 20 industries. It was also one of only five industries to improve its rating over the past year, increasing its average by 1.7 percentage points.

"PetSmart and Amazon.com led a strong group of retailers, while RadioShack continued its run as the retailer with the worst customer experience," Bruce Temkin, managing partner of Temkin Group, said.

To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.

In these ratings, a score of 70 percent or above is considered "good," and a score of 80 percent or above is considered "excellent." In this year's Temkin Experience Ratings, 37 percent of companies earned a "good" or "excellent" score, while 26 percent received a "poor" or "very poor" score.