True Value, Amazon.com, and O’Reilly Auto Parts Earn Top Customer Experience Ratings for Retailers

May 24, 2016 2 Comments

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

True Value, Amazon.com, and O’Reilly Auto Parts deliver the best customer experience in the retail industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

True Value took the top spot with a rating of 78%, placing it 3rd overall out of 294 companies across 20 industries. Furthermore, out of the 46 retailers included in the Ratings, it was the only one to improve its score from last year. Amazon.com and O’Reilly Auto Parts tied for the second spot, each earning a rating of 76% and an overall rank of 9th. QVC and Dollar Tree also made it into the top twenty overall as each received a rating of 75%, which put them both in 12th place.

1605_Retailers_Rank_2At the other end of the spectrum, RadioShack was at the bottom of the list for the sixth straight year, earning a rating of 55% and an overall rank of 199th.

Overall, the retail industry averaged a 69% rating in the 2016 Temkin Experience Ratings and came in 3rd place out of 20 industries. The average rating of the retail industry decreased by five percentage-points between 2015 and 2016, dropping from 74% to 69%.

Here are some additional findings from the retail industry:

  • The top 11 retailers in the 2016 Temkin Experience Ratings are as follows: True Value (78%),com (76%), O’Reilly Auto Parts (76%), QVC (75%), Dollar Tree (75%), Sam’s Club (74%), Dollar General (74%), Lowe’s (73%), PetSmart (72%), Michael’s (72%), and BJ’s Wholesale Club (72%).
  • The bottom 14 retailers are: RadioShack (55%), Gap (58%), Foot Locker (59%), Old Navy (60%), Kmart (62%), Macy’s (62%), OfficeMax (63%), Marshalls (63%), GameStop (63%), Office Depot (64%), Wal-Mart (64%), Best Buy (64%), Toys ‘R’ Us (64%), and Sears (64%).
  • True Value (+8 points) was the only company to improve its ratings between 2015 and 2016.
  • Bed Bath & Beyond (-15 points), Old Navy (- 12 points), Advance Auto Parts (-11 points), Costco (-11 points), OfficeMax (-11 points), and Marshalls (-11 points) declined by the most percentage-points between 2014 and 2015.

1605_Retailers_Rank_1 1605_Retailers_IndustryAv_1 1605_Retailers_IndustryAv_2 1605_Retailers_Overall

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About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 Responses to True Value, Amazon.com, and O’Reilly Auto Parts Earn Top Customer Experience Ratings for Retailers

  1. Joe Stage says:
    January 26, 2017 at 3:10 pm

    Bruce, great data & findings around CX and how your rate the retailers. Curious, does any of your findings take into account how a company is tackling CX from a technology-enablement standpoint? The what, how and why of their technology stack and the tech capabilities as a enabler of the specific CX journey and outcomes expected? Thanks.

    Reply

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