These are America’s most loved retailers”¦


Three unlikely retailers are doing a great job of providing customers with a superior shopping experience, according to a new survey.

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Who delivers the best customer experience?

Now its seventh year, the Temkin Experience Ratings is an annual survey done by customer experience research firm Temkin Group. The survey aims to get the pulse of consumers and how they feel about the retailers they buy from.

This year, Temkin surveyed 331 companies across 20 industries and asked 10,000 people to rank retailers on three criteria:

  • Success (can you do what you want to do?)
  • Effort (how easy is it to work with the company?)
  • Emotion (how do you feel about the interactions?)

After crunching the responses, Temkin came up with a blended score on a 100-point scale for the top 48 retailers.

The companies that received the highest marks include home-improvement store Ace Hardware, warehouse club BJ’s Wholesale Club and shopping channel QVC.

These three are a trio of unlikely winners that may surprise some people.

That’s because Ace is dwarfed in the home improvement market by Home Depot and Lowe’s. BJ’s, meanwhile, is a third regional player in a warehouse club market that’s dominated by national heavyweights like Costco Wholesale and Sam’s Club. And QVC is the cable channel that’s beloved by long-suffering insomniacs.

But all three must be doing some right!

Rounding out the Top 10, other retailers that got it right include Sam’s Club, O’Reilly Auto Parts, True Value,, Dollar Tree, Barnes & Noble and Advance Auto Parts.


One retailer that saw a decline in year-over-year score was JCPenney. It’s likely that the retailer’s well-documented troubles have colored consumer perception of the brand.

Below is the full tally of retailers and where they stand in the eyes of their customers. The retail industry as a whole averaged 74% in the Temkin study.

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