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Sam's Club, Amazon Deliver Best Retail Customer Experience

Mar 20, 2014 7:21 AM   By Deena Taylor
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RAPAPORT... Sam's Club and continue their reign as the highest-rated retailers for delivering the best customer experience in the retail sector for the third straight year, according to the Temkin Group's fourth annual Experience Ratings evaluation. The group ranks 268 companies across 19 industries based on a study of 10,000 U.S. consumers.
According to the report, Sam's and Amazon each earned an "excellent" rating with Sam's narrowly beating for the top spot, with an 81 percent favorability score and an overall rank of eight out of the 268 companies surveyed. Costco Wholesale Corporation and BJ's Wholesale Club were not far behind with strong scores of 79 percent. The retail industry's average favorability slipped one percentage point this year to  73 percent, tying for third place.

In addition, some of the other retailers that sell jewelry scored close to the average.  QVC had a favorable rating of 75 percent, Nordstrom was 74 percent and JCPenney was  72 percent, while Kohl's was 70 percent, Walmart was 69 percent and Macy's was 68 percent. 

"Sam's Club and continue to set the standard in retail customer experience," said Bruce Temkin, the managing partner of Temkin Group.

At the other end of the scale, RadioShack and Foot Locker tied for last place among 45 retailers. This was the fourth straight year that RadioShack has been at the bottom of the industry and it recently announced plans to close 1,100 stores.

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