Ace Hardware, BJ's Wholesale, QVC Earn Top Customer Experience Ranking
According to a recent survey, Ace Hardware, BJ's Wholesale Club and QVC deliver the best customer experience in the retail industry. The 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on 10,000 U.S. consumers, tied Ace hardware, BJ's Wholesale and QVC for the top spot at 81 percent. Retailers rounding out the rest of the top 10 include Sam's Club, O'Reilly Auto Parts, True Value, Amazon.com and Dollar Tree. Overall, the retail industry averaged a 74 percent rating in the 2017 Temkin Experience Ratings, third among the 20 industries that Temkin analyzes.
Total Retail's Take: Looks like experiential retail is paving the way for retailers. The 2017 Temkin Experience Ratings report found the average rating of the retail industry improved by 5 percent year-over-year, going from 68.6 percent to 73.9 percent, respectively. While we've been calling this a trend, it seems experiential retail will be the new normal for consumers. Native e-tailers such as Warby Parker, Amazon.com and BaubleBar have all started to experiment with brick-and-mortar locations, pop-up shops, shoppable media and more.