Ace Hardware, BJ's Wholesale Club, and QVC Earn Top Customer Experience Ratings for Retailers, According to Temkin Group

Seventh Annual Temkin Experience Ratings Evaluates 331 Companies Across 20 Industries

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Temkin Group

Mar 27, 2017, 08:35 ET

WABAN, Mass., March 27, 2017 /PRNewswire/ -- Ace Hardware, BJ's Wholesale Club, and QVC deliver the best customer experience in the retail industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers. 

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Temkin Ratings: Large-Scale Consumer Feedback (TemkinRatings.com)
Temkin Ratings: Large-Scale Consumer Feedback (TemkinRatings.com)

Ace, BJ's, and QVC all tied for the top spot out of the 48 retailers included in this year's ratings, each earning a score of 81% and coming in 8th place overall out of 331 companies across 20 industries. Five other retailers received scores that put them in the top 10% of companies for the entire Ratings: Sam's Club, O'Reilly Auto Parts, True Value, Amazon.com, and Dollar Tree.

The ratings of all retailers in the 2017 Temkin Experience Ratings are as follows:

  • Ace Hardware: 81%
  • BJ's Wholesale Club: 81%
  • QVC: 81%
  • Sam's Club: 80%
  • O'Reilly Auto Parts: 79%
  • True Value: 79%
  • Amazon.com: 78%
  • Dollar Tree: 78%
  • Barnes & Noble: 77%
  • Advance Auto Parts: 76%
  • AutoZone: 76%
  • Home Depot: 76%
  • Lowe's: 76%
  • Michael's: 76%
  • Ross: 76%
  • Bed Bath & Beyond: 75%
  • PetSmart: 75%
  • Walgreens: 75%
  • Dollar General: 74%
  • Etsy: 74%
  • Family Dollar: 74%
  • GameStop: 74%
  • Macy's: 74%
  • 7-Eleven: 73%
  • Apple Retail Store: 73%
  • Costco: 73%
  • Kohl's: 73%
  • Marshalls: 73%
  • Nordstrom: 73%
  • Rite Aide: 73%
  • Staples: 73%
  • CVS: 72%
  • eBay: 72%
  • Old Navy: 72%
  • T.J. Maxx: 72%
  • Target: 72%
  • Dick's Sporting Goods: 71%
  • Toys 'R' Us: 71%
  • Wal-Mart: 71%
  • Best Buy: 70%
  • JCPenney: 70%
  • Office Depot: 69%
  • Office Max: 69%
  • Sears: 67%
  • Gap: 66%
  • Kmart: 66%
  • Foot Locker: 64%
  • RadioShack: 64%

"Congratulations to Ace Hardware, BJ's Wholesale, and QVC for leading a strong group of retailers," states Bruce Temkin, managing partner of Temkin Group.

Overall, the retail industry averaged a 74% rating in the 2017 Temkin Experience Ratings and came in 3rd place out of 20 industries. The average rating of the industry improved by five percentage-points between 2016 and 2017, going from 68.6% to 73.9%.

The ratings for all retailers increased between 2016 and 2017, expect for JCPenney, whose score decreased by one point and Dollar General, whose score stayed the same. Macy's and Old Navy improved the most, each gaining 12 points.

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% or above is considered "good," and a score of 80% or above is considered "excellent," while a score below 60% is considered "poor."

The 2017 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.

The free report, "2017 Temkin Experience Ratings," is available for download at the Customer Experience Matters® blog (ExperienceMatters.blog) and at the Temkin Group website, www.TemkinGroup.com.

About Temkin Group: Temkin Group is a leading customer experience research, consulting, and training firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email to [email protected].

*Customer Experience Matters is a registered trademark of Temkin Group.

SOURCE Temkin Group