Large-Scale Research Study Rates More Than 200 Companies Across 18 Industries Based on Feedback Survey of 10,000 U.S. Consumers
WABAN, Mass., Feb. 27, 2012 — A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings.
The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 15 grocery chains. Publix earned the top spot in the grocery industry and is the second overall company across all 206 companies in the study. Aldi, H.E.B., and Winn-Dixie also scored very well. These four grocery chains received "excellent" customer experience ratings, a level that was only earned by eight companies across all 18 industries.
The overall grocery industry earned the top spot out of 18 industries, slightly higher than fast food chains and retailers but well ahead of other industries. The majority of the grocery chains earned "good" ratings. Piggly Wiggly, which is the lowest scoring grocery chain, earned an "okay" rating.
"Grocery chains are doing a good job of meeting their customers' needs," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The Temkin Experience Ratings evaluates three dimensions of customer experience:
- Functional: Does the company meet consumers' needs?
- Accessible: How easy is it for consumers to do what they are trying to do?
- Emotional: How do consumers feel about their interactions with companies?
Other highlights from the research include:
- Publix received the highest Functional rating.
- Publix and Aldi received the highest Accessible ratings.
- Publix, Aldi, and Winn-Dixie received the highest Emotional ratings.
- Piggly Wiggly received the lowest scores in all three experience dimensions.
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. The data can be accessed from the Temkin Ratings website, http://www.temkinratings.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
About the author, Bruce Temkin
Bruce is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the author of a very popular blog, Customer Experience Matters. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience results. For more information, contact Bruce Temkin at 617-916-2075 or Email.
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