Sam's Club narrowly beat out Amazon (NASDAQ: AMZN) as having the best customer experience among retailers, according to the 2014 Temkin Experience Ratings.
The annual ratings are based on a study of 10,000 U.S. consumers. This marks the third consecutive year that Sam's Club and Amazon have topped the list, with Sam's in first place and Amazon coming in second. Costco earned third place. H.E.B., Trader Joe's and Publix were the top three ranked in the grocery store segment.
Sam's bigger sister, Walmart (NYSE: WMT) didn't fare as well, ranking in the bottom 10. RadioShack (NYSE: RSH) and Foot Locker (NYSE: FL) tied for last place among 45 retailers. This is the fourth straight year that RadioShack has been at the bottom of the list.
But while Sam's Club and Amazon outperformed their peers, the retail industry overall came in third place for customer experience out of 19 industries ranked. Retail was one of only four industries to decline in the ratings since last year, decreasing its average by a single percentage point.
The Temkin Group asked consumers to evaluate their experiences with a company across three dimensions: functional (can you do what you want to do?), accessible (how easy is it to work with the company?) and emotional (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce a company's Temkin Experience Rating.
This is the second time this year that a study has found Amazon to rank high in customer service. J.D. Power, in conjunction with Fortune Custom Publishing, on Mar. 5 honored 50 companies that have excelled at providing the highest levels of customer service. Among the top brands were retailers Amazon, Publix (OTCQB: PUSH), Neiman Marcus, Saks Fifth Avenue and Apple (NASDAQ: AAPL). The ranking is calculated using independent and unbiased customer feedback attesting to the companies' service excellence.
-See this Temkin Experience Ratings survey
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