Ace Hardware, BJ's Wholesale Club and QVC ranked as the companies with the best customer service across the retail industry, according to the 2017 Temkin Experience Ratings.
Out of the 48 retailers on the list, the aforementioned brands all tied for the top spot, each earning a score of 81% and coming in eighth place overall out of 331 companies across 20 industries. Other retailers that ranked in the top 10% of companies include Sam's Club, 80%; O'Reilly Auto Parts, 79%; True Value, 79%; Amazon, 78%; and Dollar Tree, 78%.
Brands that were at the bottom of the retail category for customer service include RadioShack and Foot Locker, 64%; Gap and Kmart, 66%; Sears, 67%, Office Max, 69%; and Office Depot, 69%.
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Overall, the retail industry averaged a 74% rating on the report and was ranked third place out of 20 industries. The average rating of the industry improved 5% between 2016 and 2017.
The ratings for all retailers increased from 2016 except for JCPenney, whose score decreased by one point, and Dollar General, whose score stayed the same. Macy's and Old Navy improved the most from 2016, each gaining 12 points.
Temkin Group evaluated the consumer experiences across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). For the results, a score of 70% or more was considered good, a score of 80% or above was considered excellent and a score of 60% or below was considered poor.