PetSmart, Amazon receive top customer experience rankings

PetSmart and Amazon (NASDAQ:AMZN) deliver the best customer experience in retail, according to the 2015 Temkin Experience Ratings.

Based on a survey of 10,000 U.S. consumers, PetSmart and Amazon tied for the top spot in retail with a score of 82 percent, putting them in fourth place overall among companies in 20 industries. In third place was Walgreens, 81 percent, followed by Bed Bath & Beyond, Lowe's and Costco, all earning 79 percent.

Looking at the lowest ratings for customer experience, RadioShack was at the bottom of the list for the fifth year in a row, with a rating of 63 percent. Six other retailers earning a score below 70 percent include Sears, Gap, Best Buy, GameStop, Kmart and Foot Locker.

Looking at all of the surveyed industries, retailers scored an average rating of 74 percent, putting retail in third place overall out of 20 industries.

"PetSmart and Amazon.com led a strong group of retailers, while RadioShack continued its run as the retailer with the worst customer experience," said Bruce Temkin, managing partner of Temkin Group.

Along with its superlative customer experience, last week Amazon was ranked among retailers with the highest level of engagement on Twitter, according to data collected by SocialRank. Engagement on social media sites such as Twitter is becoming a must for retailers hoping to connect with consumers in 2015.

The most improved retailers this year include Foot Locker, up seven points; Dollar General, up six points; Walgreens, up five points; and Bed Bath & Beyond, up five points.

For more:
-See this Temkin press release

Related stories:
Amazon launches Exclusives store
PetSmart agrees to $8.7B sale
PetSmart posts higher earnings on strong services sales
PetSmart names new CEO
PetSmart to go private

Suggested Articles

Costco changes up its menu items, and Alibaba and Guess partner for a physical store.

Janey Whiteside, Walmart's new chief customer officer, is well acquainted with the importance of customer service in modern retail.

Whole Foods will offer deals on Amazon's Prime Day, and tariffs against China are causing pricing hikes.