Here is the 2013 Retail Best Customer Experience List. According to the Temkin Group research and consulting firm, the customer's experience is a combination of three aspects of a customer's interaction with a company - functional, accessible, and emotional. The annual Best Customer Experience ranking list is based on these three aspects of the customer experience.
The Temkin Group continue to say, when consumers are asked just three questions about their latest interaction with a company, it can be determined how they rate their experience with that company for functional (completely failed to completely successful), accessibility (very difficult to very easy), and emotional impact (upset to delighted). Individual opinions are averaged and a customer experience ranking is obtained based on the average customer scores.
The list is arranged according to the customer experience, ranking each company received when compared to all companies rated. The number in the left column is the ranking number, out of a total of 246 companies.
- Trader Joe's
- Amazon. com
- Sam's Club
- Dunkin Donuts
- Sonic Drive In
- Little Ceasar's
- Ace Hardware
Haytham Z., of Farmington, Connecticut, comments via Yelp's online customer comment's board, in regards to a visit to Trader Joe's, which is ranked #2:
'I am so glad that there is a Trader Joe's in the Hartford area. Granted it is a drive from Downtown Hartford, it is still here. I am used to the semi-massive Trader Joe's in NYC, and this one is on the smaller side. Thou it be but tiny, it is full of products, which makes it feel semi-kinda-cramped, but I don't mind that at all. I have never been here and seen outrageous lines (OMG - it is a skill to shop at a NYC TJs). The staff here is uber-friendly and help you find a product you're looking for, which is a great help, especially since some of the product placements/locations do not make sense (my 100-calorie-snack-pack cookies are in the freezer aisle...huh??). The staff even smile at you as they walk by...ahhh, I just love this place! One suggestion...if at all possible, they should try snagging a small shop in the shopping plaza and sell their infamous wine. That would be so totally awesome! I always wait until I have a list of stuff to buy before making the trip here, or just come up with an excuse to go shopping at West Farms Mall. Awesome prices and great products. It is a total win in my book.'
As Fall/holiday shopping now arrives, maintaining the customer's expectation for not only value in savings and a great selection of products, but for a rewarding service experience will continue to be high.
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