News

The retailers offering the best customer service are…

BY Deena M. Amato-McCoy

When it comes to customer service that drives loyalty, supermarket retailers are leading the charge.

The top three companies that offered the best customer experiences included Wegmans (78%), H-E-B (76%), and Aldi (75%), according to the “2018 Temkin Emotion Ratings.” The study, from the Temkin Group, is an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Also earning a place among the top 20 companies that offer the best customer experiences include Bath & Body Works, Regions Bank and Baskin Robbins (74%, respectively), Save-A-Lot, Holiday Inn Express and Ace Rent-A-Car (73%, respectively), Wawa, Chik-Fil-A, Publix, Dollar Tree, True Value and Alaska Airlines (72%, each) Ace Hardware, Showtime and Trader Joe’s, Citizens Bank, and USAA (71%, each).

On average, supermarkets, earned the highest ratings (68%), followed by fast-food chains (65%), hotels (64%), and retailers (64%). TV/Internet service providers (40%) and health plans (46%) earned “very poor” average scores, according to the study.

Bath & Body Works was the only retailer to earn ratings 10 or more points above their industry averages. Other winners in this category included Georgia Power, Regions Bank, ACE Rent A Car, Alaska Airlines, Alabama Power Company, Citizens Bank, USAA (for credit cards and banking), and credit unions.

Four retailers or food service companies — Dollar General, Aldi, Wawa Food Markets and Taco Bell — improved by eight points between 2017 and 2018. Meanwhile, Amazon Fresh earned the online giant a place among the eight companies that dropped by more than 15 points over the previous year — the only retailer in this category, according to the study.

“Emotions are the cornerstone to loyalty, so every company must actively consider how its interactions affect their customers’ emotions,” said Bruce Temkin, managing partner of Temkin Group.

keyboard_arrow_downCOMMENTS

Leave a Reply

No comments found

TRENDING STORIES

Polls

Are you concerned that tariffs will impact your business in 2019?