Content about Temkin Group

March 19, 2013

Sam's Club and Amazon rank top among customers in terms of experience

Based on a study of 10,000 U.S. consumers, Sam's Club and Amazon earned the top spots in the retail sector of the "2013 Temkin Experience Ratings," the Temkin Group announced Tuesday.

WABAN, Mass. — Based on a study of 10,000 U.S. consumers, Sam's Club and Amazon earned the top spots in the retail sector of the "2013 Temkin Experience Ratings," the Temkin Group announced Tuesday.

Six additional retailers were in the top 20 overall, including Costco, which was tied for the No. 13 spot with Nordstrom. Four retailers tied for the No. 20 spot, including BJs Wholesale, Dollar Tree, PetSmart and Walgreens. Thirty-six out of the 44 retailers in the study earned a "good" or "excellent" rating.

June 27, 2012

Retailers earn top marks for customer service

Publix, Hy-Vee, H-E-B, Sam's Club, Winn-Dixie, ShopRite and Giant Eagle were among the highest-rated companies for customer service, according to new research from the Temkin Group.

WABAN, Mass. — Publix, Hy-Vee, H-E-B, Sam's Club, Winn-Dixie, ShopRite and Giant Eagle were among the highest-rated companies for customer service, according to new research from the Temkin Group.

Among the winners, grocery chains were the only industry to earn a "strong" rating. Retailers, fast food chains, appliance makers and investment firms rounded out the top five. But consumers gave very low ratings to TV service providers and Internet service providers.

March 28, 2012

Report confirms strong connection between customer experience, loyalty

Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

NEW YORK — Customer experience is highly correlated to loyalty in both the United States and the United Kingdom, according to a new report by Temkin Group.

According to "The ROI of Customer Experience" study, a $1 billion U.S. company can generate between $141 million and $382 million over three years if it makes a modest improvement in the customer experience it delivers.

March 20, 2012

Sam's Club leads in customer loyalty rankings

Sam's Club has the most loyal customers, according to a new study by the Temkin Group.

WABAN, Mass. — Sam's Club has the most loyal customers, according to a new study by the Temkin Group. The report, "2012 Temkin Loyalty Ratings," rated the loyalty that consumers have to 206 large companies across 18 industries.

Only seven companies earned "very strong" loyalty ratings. In addition to the retailers listed above, credit unions and USAA earned the distinction. Sam’s Club had the most loyal customers across all industries, with a loyalty rating of 65%.

February 15, 2012

Survey: Sam's Club, Publix top in customer experience

Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience.

WABAN, MASS. — Research results released Tuesday by Temkin Group, which rates the customer experience of 206 large companies across 18 industries, showed that only eight companies deliver excellent customer experience.

Sam's Club and Publix led the pack, followed by Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H-E-B and credit unions.

According to the 2012 Temkin Experience Ratings, in its second year, 76 companies (37% of the total) earned "poor" or "very poor" ratings.

April 4, 2011

Retailers are king of customer experience

Retailers rank among the highest for their customer service, according to a new report by the Temkin Group.

NEW YORK — Retailers rank among the highest for their customer service, according to a new report by the Temkin Group.

The consulting and research firm analyzed responses from 6,000 consumers, found that Amazon.com ranked No. 1 for providing an "excellent" customer experience, coming in with a ranking of 81.3%. A business qualifies for an "excellent" rating when their score is 80% or higher, Temkin said.