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Temkin Experience Ratings Rank Amazon, Sam's Club at Top

Mar 19, 2013 4:01 PM   By Jeff Miller
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RAPAPORT... U.S consumers ranked Sam's Club and Amazon.com at the top of the retail sector in the third annual Temkin Experience Ratings for customer service. Temkin surveyed 10,000 consumers to evaluate the services of 246 firms across 19 sectors for three areas of customer experience: functional, meaning can customers do what they want to do; accessible, that is, how easy it is to work with the company and emotional,  how consumers feel about their interaction with the company. The average positive experience rating for the retail industry increased from 71 percent one year ago to 74 percent today.

Of the retailers that sell jewelry, Amazon and Sam's Club tied for fifth place overall across all industries and earned positive experience ratings of 81 percent, making the two retailers ''excellent,'' according to Temkin. Costco Warehouse and Nordstrom tied for No. 13 and BJ's Wholesale tied for No. 20 overall, earning them a ''good'' ranking along with Target, Bed Bath & Beyond, QVC, Sears, Kohl's, Macy's and eBay. Walmart and JCPenney only earned ''okay'' ratings this year, both of which were lower than the ''good'' ranking the retailers achieved in 2012.

Temkin noted that electronics specialist RadioShack was the lowest-rated retailer for a third consecutive year. "The retail industry remains one of the better sectors for customer experience, but RadioShack is a real black sheep in the industry," said Bruce Temkin, a managing partner with Temkin Group. Apple Stores and Best Buy were also at the bottom of the list for offering a lackluster customer experience.

Tags: Amazon, jcpenney, Jeff Miller, retail, sam's, temkin experience ratings
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