Temkin Group Study Reveals Retail Industry Top Dogs

WABAN, MASS - Five industry retailers have been recognized in the new research report The 2012 Temkin Experience Ratings, published by the Temkin Group, according to a recent press release. The research, which took place in January 2012, was a large-scale study with results that revealed that only eight companies provided excellent customer experience, among them Sam's Club, Publix, Aldi, Winn-Dixie, and H.E.B. The report, in its second year, spans over 206 companies in 18 industries, analyzing the consumer experiences of 10,000 participants.

The Temkin Experience Ratings are based on their recent interactions with the companies. Consumers were encouraged to rate three elements of their encounters - Functional, Accessible, and Emotional, on a 7-point scale. After being put through a series of analytical processes, a "net goodness" is achieved that helps the researchers rank the companies. Sam's Club, when analyzed against industry peers, was revealed to have double-digit leads over the average in its industry. The top three industries, reported as having an average rating of "good," were grocery chains, fast food chains and retailers.

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