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Hardware retailer, discounter tops in retail customer experience rankings

BY Marianne Wilson

It’s a tie.

Ace Hardware and Dollar Tree tied for the top spot in the retail industry, with an 82% score, in the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers. Along with landing the top spot in the retail industry, Ace Hardware and Dollar Tree placed 7th overall out of 318 companies across 20 industries. (Wegmans, with an 86% score, was No. 1 in the supermarket industry and the overall rankings.)

Overall, the retail industry averaged a 74% rating in the 2018 Temkin Experience Ratings and came in third place out of 20 industries.

“Ace Hardware and Family Dollar lead a strong group of retailers. In fact, more than three-quarters of retailers earned good or excellent scores,” said Bruce Temkin, managing partner of Temkin Group.

The ratings of all retailers in the 2018 Temkin Experience Ratings are as follows:

• Ace Hardware: 82%
• Dollar Tree: 82%
• Family Dollar: 81%
• BJ’s Wholesale Club: 80%
• Amazon.com: 79%
• Menards: 79%
• PetSmart: 79%
• True Value: 78%
• Walgreens: 78%
• Dollar General: 78%
• Staples: 77%
• Sam’s Club: 77%
• Home Depot: 77%
• QVC: 76%
• eBay: 76%
• O’Reilly Auto Parts: 76%
• Bed Bath & Beyond: 76%
• Bath & Body Works: 76%
• Advance Auto Parts: 76%
• Barnes & Noble: 76%
• Costco: 75%
• Rite Aid: 75%
• Kohl’s: 75%
• JCPenney: 75%
• T.J. Maxx: 75%
• Dick’s Sporting Goods: 74%
• Lowe’s: 74%
• Target: 73%
• Office Depot: 73%
• 7-Eleven: 73%
• Etsy: 72%
• AutoZone: 72%
• Ross: 72%
• Old Navy: 72%
• CVS: 71%
• Michael’s: 71%
• Nordstrom: 71%
• Toys ‘R’ Us: 71%
• Gap: 69%
• Marshalls: 69%
• GameStop: 69%
• Wal-Mart: 69%
• Best Buy: 68%
• Macy’s: 67%
• Apple Retail Store: 67%
• Kmart: 67%
• Sears: 66%
• Foot Locker: 65%
• Office Max: 65%

The 2018 Temkin Experience Ratings evaluates 318 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.

Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.

In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60% is considered “poor.”

The 2018 Temkin Experience Ratings can be accessed at TemkinRatings.com.

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