US: Publix, Aldi, H-E-B earn top ratings
Based on a study of 10,000 U.S consumers, Publix, Aldi, and H-E-B earned the highest scores in the 2015 Temkin Experience Ratings that ranks 293 companies across 20 industries. Joining those firms in the top 12 spots are Chick-fil-A, PetSmart, Amazon.com, Trader Joe's, USAA, credit unions, Papa John's, Walgreens, and Hannaford's.
While supermarket chains, fast food chains, and retailers dominate the top of the Temkin Experience Ratings, Internet service providers, TV service providers, and health plans, and earn the dubious distinction of defining poor performance, as none of those companies earned a "good" rating.
In its fifth year of publication, the 2015 Temkin Experience Ratings examines customer experience across 20 industries: airlines, auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.
The Temkin Experience Ratings evaluates three areas of customer experience: success (can customers do what they want to do?), effort (how easy is it to work with the company?), and emotion (how do consumers feel about their interactions?).
The 2015 Temkin Experience Ratings along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The report "2015 Temkin Experience Ratings" can be downloaded for free from the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.