Grocery, Fast Food Chains Tops to Customers: Looking for top approaches to customer experience? Check out the efforts of the eight companies that deliver a top-notch customer experience—according to the 2012 Temkin Experience Ratings published by Temkin Group. Rating the customer experience of 10,000 U.S. con-sumers for 206 large companies across 18 industries, just these eight companies delivered “excellent” customer experience: Sam’s Club, Publix, Starbucks, Subway, Chick- fil-A, Aldi, Winn-Dixie, and H.E.B.
Additional findings include:
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Grocery chains, fast food chains and retailers are the top three industries, earning an average rating of “good.”
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At the other end of the spectrum, 76 companies (37% of the total) earn “poor” or “very poor” ratings.
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At the bottom of the ratings, TV service providers, Internet service providers and health plans earn an average rating of “poor.”
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Seven companies have double-digit leads over their industry average: Kaiser Permanente (health plans), Sam’s Club (retailers), USAA (credit cards), TracFone (wireless carriers), SouthwestAirlines (airlines), PNC (banks) and Alamo (car rental services).
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In comparing the ratings from 2011 to 2012, insurance carriers and computer makers made the largest year-over-year gains.
Source: Temkin Group