Grocers Top Temkin Experience Ratings
H.E.B., Trader Joe’s, Chick-fil-A and Publix topped the fourth annual 2014 Temkin Experience Ratings, a survey of 10,000 U.S. consumers evaluating 268 companies across three areas of customer experience.
Other companies that ranked high on the list, rounding out the top 14, are Aldi, Food Lion, Sonic Drive-In, credit unions, Dairy Queen, Kroger, Piggly Wiggly, Regions, Sam's Club and Starbucks.
While grocery and fast food chains ranked high on the Temkin Experience Ratings, TV service providers, health plans and Internet service providers earned overall poor performance from survey respondents, taking eight of the 11 lowest spots. The five lowest-scoring organizations are Coventry Health Care, Empire (BCBS), Highmark (BCBS), Medicaid and U.S. Cellular.
In this year's ratings, 37 percent of companies earned "good" or "excellent" scores, while 25 percent are rated as "poor" or "very poor." Companies with at least a "good" rating stayed flat over 2013, but have grown by 21 percentage-points since 2011.
Led by credit card issuers with an average increase of 4.1 points, 15 of the 19 industries earned a higher rating in 2014 than they did in 2013. Only four industries declined over the previous year, including parcel delivery services, retailers, rental car agencies and hotel chains.
Of the 243 companies that are included in both the 2013 and 2014 Temkin Experience Ratings, 48 percent increased by one point or more, while 32 percent declined by at least one point.
"In this year's ratings, we found a continuing trend of companies and industries making improvements in their customer experience," Bruce Temkin, customer experience transformist and managing partner, told Progressive Grocer. "Fifteen of the 19 industries improved their average Temkin Experience Ratings since last year and over half of the industries, including grocers, have improved in each of the last two years."
Temkin’s three areas of customer experience include functional (can customers do what they want to do?), accessible (how easy is it to work with the company?), and emotional (how do consumers feel about their interactions?).