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PetSmart and Amazon earn best customer experience ratings, according to survey

By Minda Smiley | Reporter

March 16, 2015 | 3 min read

Amazon and PetSmart deliver the top customer experiences in the retail industry, according to the 2015 Temkin Experience Ratings survey.

The two retailers tied for the top spot, each scoring an 82 per cent and putting them both in fourth place overall out of 293 companies across 20 industries. The ratings included 46 retailers.

Walgreens came in third with a rating of 81 per cent and a ranking of eighth place. Bed Bath & Beyond, Lowe’s, and Costco all earned 79 per cent and tied for 19th place overall.

RadioShack was at the bottom of the list for the fifth year in a row with a rating of 63 per cent. Other retailers earning low ratings included Sears, Gap, Kmart, and Foot Locker.

Overall, the retail industry averaged a 74 per cent rating and came in third place out of 20 industries. It was also one of five industries to improve its rating over the past year, increasing its average by 1.7 percentage points.

The Tempkin Group asked 10,000 US consumers to evaluate their recent experiences with a company for the survey.

They were asked three main questions on which they must grade each retailer: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's rating.

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