Publix, Aldi and H-E-B earned the highest scores for the best customer experience in the fifth annual Temkin Experience Ratings survey. The survey examined customer experiences delivered across 293 companies and 20 industries.
About 10,000 U.S. consumers voted and retailers such as PetSmart, Amazon, Trader Joe's, Walgreens and Hannaford also made the top 12.
Supermarket chains, fast food chains and retailers in general topped the list for best customer experience in industry-specific categories.
The survey's experience ratings were based on three components: success, effort and emotion.
The emotion category left most to be desired for customers—most companies received even less than an "okay" review from respondents. PetSmart, Ace Hardware, Trader Joe's and Chick-fil-A earned the highest emotion ratings.
Four of the six companies that ranked highest in terms of success were supermarkets: Publix, Aldi, H-E-B and Hannaford. In addition, Hannaford and Publix earned the highest ratings for effort, comprising the two best ratings for any retailer in any of the three categories. Publix recently ranked No. 8 on the list of companies perceived to have the best reputation in the 16th annual Harris Poll Reputation Quotient study.
Creating a stellar customer experience is a priority for many retailers, according to representatives from Sur La Table, The Disney Store, HSN and Ivodo, who spoke on a panel at this year's eTail West conference regarding the importance of staying competitive in a multichannel retail climate.
"We're focused on making a great customer experience in each channel and then bringing them together," said Kevin Ertell, senior VP, digital, Sur La Table.
-See this Temkin press release
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