Mar 27, 2017
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Temkin Ratings: Amazon, Nordstrom and Etsy score high in customer experience survey

Mar 27, 2017

Amazon, Nordstrom, Etsy and QVC top Temkin’s seventh annual Experience Ratings costumer experience report for the U.S. retail industry. Temkin’s report analyzes 331 companies over 20 industries. Of the 10,000 U.S.-based respondents surveyed, the retail industry averaged a 74% rating.

The top three retailers — QVC, Ace Hardware and BJ’s Wholesale club — tied with 81% customer satisfaction. Those three retailers now come in 8th place across all 20 industries. Amazon received a 78% satisfaction rating, this is up two points from last year. That rating placed Amazon on the top 10% of companies throughout all 20 industries surveyed.

Nordstrom, which last year had a 67% rating, moved to a 73% rating. This year marks e-commerce site Etsy's first time on the list, and it came in with a 74% customer satisfaction rating.

Per the Temkin Experience Ratings, the average rating of the retail industry went up 5% between 2016 to 2017. JC Penney’s ratings decreased by one point, Dollar General’s rating went unchanged while most retailers scores improved. The two chains that improved the most were Macy’s and Old Navy.  They each gained 12 points.
The Temkin Group asks consumers about retailers (and e-tailers) with whom they have shopped during a 60-day period. Certain retailers have a subset of questions that touch on how successful the transaction was, how easy it was to deal with the company, and if they were satisfied with the transaction. Responses ranged from “1” unsatisfactory to “7” delighted.

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