The supermarket industry, followed closely by fast food restaurants and retailers are best at caters to the whims of the American consumer.
That’s the result of a new report released last month by Temkin Group, a customer experience research and consulting company.
For its fifth annual “Experience Ratings,” Temkin ranked the customer experience at 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. “Consumer expectations are rising at a pace that is faster than the speed at which companies are improving their customer experience,” the company said in a blog post. “A few companies are improving their customer experience.”
Overall, Publix was the highest-rated supermarket chain and the highest rated company – improving its score over last year. The fast food industry and retailers also (surprisingly) scored high in the rankings, with Chick-fil-A, Papa John’s, Amazon.com and PetSmart all among the top 10 companies for best customer experience.
The Temkin ratings are based on consumer feedback of the most recent interactions with companies in three main areas:
Success: Was the consumer successful in completing the task he or she initially intended to achieve?
Effort: How easy was it to interact with the company?
Emotion: How did the consumer feel about this interaction?
For each of these subjective questions, consumers were asked to respond on a scale of 1 to 7, with 1 signifying “completely failed” and 7 signifying “completely succeeded.”
The particularity of these companies is that consumers typically deal face-to-face with them whether at the supermarket or at their favorite fast food restaurant. In contrast, the companies Americans hate dealing with the most are companies that consumers have to interact with on the phone such as health insurance companies or cable providers.
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