Yen bener pengalaman pelanggan bisa ditetepake kanthi cara iki prasaja, banjur pitakonan logis sabanjure kanggo wong-wong sing kasengsem ing industri ritel AS bakal kang perusahaan ritel sing paling apik lan paling awon ing nyedhiyakake pelanggan kanthi pengalaman fungsi sing halus lan tanpa gangguan, pengalaman akses sing gampang, lan pengalaman sing ndadekake impact emosional?
Laporan Temkin Pengalaman Customer tahunan digawe kanggo mbukak persis sing - paling gedhé US perusahaan pengecer sing wis ngirim konsisten pengalaman paling apik lan paling awon ing taun kepungkur, minangka dirating lan dilapurake dening pelanggan piyambak. Konsumen ditinjau lan takon mung telung pitakonan babagan interaksi paling anyar karo perusahaan kanggo nemtokake panemu customer babagan fungsi saben perusahaan (saka "rampung gagal" kanggo "rampung sukses"), aksesibilitas (saka "banget angel" kanggo "banget gampang"), lan dampak emosional (saka "ngganggu" kanggo "nyenengake"). Panemu individu rata-rata, lan peringkat pangalaman customer ditemokake adhedhasar nilai rata-rata pelanggan.
Apa utawa ora fungsionalitas, aksesibilitas, lan impact emosional sing mung telung aspek saka pengalaman ritel sing kepengin weruh pelanggan iku diskusi liyane kanggo artikel liyane. Konsultan riset Temkin yakin iku prasaja.
Mesthi padha bener, nanging ing 2015 ana kemungkinan sawetara perusahaan retail sing banget ora setuju.
Apa pengalaman customer ing khas Taco Bell lan Sonic Drive-In luwih apik tinimbang pengalaman customer Starbucks ? Apa Walgreens pelanggan sirup kuku lan batuk sirup nduweni pengalaman customer sing luwih apik tinimbang para pelanggan Costco sing loyal banget sing bakal mbayar biaya tahunan kanggo hak lumaku ing lawang ngarep Costco?
Pengalaman customer khas ing toko 7-Eleven sing khas luwih saka kaping pindho lan minangka pengalaman pelanggan sing dikirimake dening spesialis perbaikan rumah sing dilatih ing Home Depot ?
Miturut definisi lan metodologi Pengalaman Pelanggan Temkin, jawabane yaiku "Ya." Miturut pengalaman pribadi pribadi, jawabane "Ora ana cara," "Aja," lan "Ora cedhak."
Apa sing ana ing ngisor iki yaiku daftar perusahaan pengecer sing dirating dening konsumen kanggo pengalaman pelanggan ing laporan peringkat 2015 Temkin. Daftar iki disusun miturut pangalaman customer rating saben perusahaan ditampa nalika dibandhingake karo kabeh perusahaan ing kabeh industri. Nomer ing kolom kiwa iku nomer peringkat komparatif, miturut peringkat survey kuantitatif. (Kadhangkala angka peringkat dituduhake nalika perusahaan nampa rata-rata peringkat sing padha saka pelanggan.)
Klik pranala ing ngisor iki kanggo informasi luwih lengkap babagan saben perusahaan. Deleng uga Rapat Peringkat Pangalaman Customer limang taun 2015-2011 >>
2015 Experiences Pelanggan Retail lan Worst - Customer Rankings ing Temkin Research Report:
1 Publix
2 Aldi
3 HEB
4 Amazon.com
4 PetSmart
4 Chick-fil-A
4 Trader Joe's
8 Hannaford
8 Papa John
8 Walgreens
13 Dairy Queen
13 Panera Roti
13 Subway
13 Sonic Drive-In
19 Bed Bath & Beyond
19 Costco
19 Lowe
22 Parts Auto Advance
22 Dunkin Donuts
22 Lion Food
22 Kroger
22 O'Reilly Auto Parts
22 Pizza Hut
22 Popeye
22 ShopRite
22 Taco Bell
22 Whole Foods
31 Dolar Umum
33 Albertsons
33 klub Grosir BJ
33 Chipotle Mexican Grill
33 Dollar Dollar
33 Ritus Aid
33 Starbucks
33 Wendy's
41 Ace Hardware
41 Arby
41 AutoZone
41 Barnes & Noble
41 CVS
Eagle Eagle
41 Sam's Club
41 Stop & Shop
41 Wegmans
52 Kaisar cilik
60 Domino's
60 Panda Express
60 KFC
76 Burger King
89 Hardees
89 McDonald's
100 7-Eleven
128 Jack ing Box
128 Virgin Mobile
151 T-Mobile
187 Verizon
233 Home Depot
245 Sprint
253 AT & T
253 Chrysler
261 Audi
Contoh Pelanggan Paling Apik:
Rantai toko sing menehi pengalaman paling apik marang para pelanggan? Wong sing paling qualified kanggo njawab pitakonan kasebut yaiku para pelanggan piyambak, sing saben taun digawe ing survey pengalaman pelanggan sing dilakoni dening perusahaan riset lan konsultasi Temkin Group. Antarane taun 2015 lan 2011, para pelanggan wis duwe peringkat rantai toko kaya Aldi, Amazon , Sam, Publix, lan HEB minangka bestseller pengalaman multi taun. Ing wektu sing padha, para pelanggan wis duwe peringkat perusahaan pengecer kaya Dell , AT & T, Ford, lan RadioShack minangka pengalaman pelanggan multi taun.
Kanthi mbandhingake peringkat pengalaman pelanggan wiwit 2011, 2012, 2013, 2014, lan 2015, iku bisa kanggo ndeleng tren saka pengecer individu minangka viewed dening pelanggan padha ngawula. Babagan iki minangka pangaji pengalaman pelanggan multi-tahun kabeh rantrelan ritel sing kalebu ing riset Temkin taunan wiwit 2011 nganti 2015.
Nomer ing sisih tengen kasebut minangka nomer peringkat saben perusahaan retail diwenehi adhedhasar peringkat impact emosi, fungsionalitas, lan aksesibilitas sing disedhiyakake dening para pelanggan, yen dibandhingake karo kabeh perusahaan saka kabeh industri. Nomer sing kurang peringkat nuduhake perusahaan ritel kanthi pengalaman pelanggan paling apik. Nomer peringkat sing luwih dhuwur ngenali perusahaan sing dianggep pelanggan kanggo ngasilake pengalaman pelanggan paling awon.
Perbandingan Multi-Taun Pelanggan Ratings lan rangking saka Perusahaan Industri Retail lan Worst paling - 2015, 2014, 2013, 2012, 2011:
2015 - 100
2014 - 83
2013 - 78
2012 - N / A
2011 - N / A
Ace Hardware
2015 - 41
2014 - 22
2013 - 7
2012 - N / A
2011 - N / A
2015 - 22
2014 - 49
2013 - 72
2012 - N / A
2011 - N / A
Albertsons
2015 - 33
2014 - 15
2013 - 29
2012 - 35
2011 - N / A
Aldi
2015 - 2
2014 - 5
2013 - 3
2012 - 3
2011 - N / A
2015 - 4
2014 - 15
2013 - 5
2012 - 10
2011 - 1
Toko Apple
2015 - N / A
2014 - 119
2013 - 150
2012 - 89
2011 - 79
2015 - 41
2014 - 33
2013 - 13
2012 - 18
2011 - N / A
2015 - 253
2014 - 49
2013 - 203
2012 - 163
2011 - 100
Audi
2015 - 261
2015 - 41
2014 - 40
2013 - 29
2012 - N / A
2011 - N / A
2015 - 41
2014 - 33
2013 - 53
2012 - 85
2011 - 25
2015 - 19
2014 - N / A
2013 - 36
2012 - N / A
2011 - N / A
Best Buy
2015 - N / A
2014 - 70
2013 - 107
2012 - 75
2011 - 41
Klub Grosir BJ
2015 - 33
2014 - 22
2013 - 20
2012 - 18
2011 - 6
2012 - Perusahaan bangkrut
2011 - 34
BMW
2015 - N / A
2014 - N / A
2013 - 166
2012 - 75
2011 - N / A
Burger King
2015 - 76
2014 - 15
2013 - 45
2012 - 57
2011 - N / A
Chevrolet
2014 - N / A
2013 - 123
2012 - 57
2011 - N / A
Chick-fil-A
2015 - 4
2014 - 3
2013 - 3
2012 - 3
2011 - N / A
Chipotle Mexican Grill
2015 - 33
Chrysler
2015 - 253
2014 - N / A
2013 - 166
2012 - 163
2011 - N / A
Costco
2015 - 19
2014 - 22
2013 - 13
2012 - 45
2011 - 3
CVS
2015 - 41
2014 - N96
2013 - 53
2012 - 27
2011 - 14
Ratu Susu
2015 - 13
2014 - 8
2013 - 20
2012 - 35
2011 - N / A
Dell
2015 - N / A
2014 - N / A
2013 - 166
2012 - 176
2011 - 110
Dodge
2014 - N / A
2013 - 166
2012 - 171
2011 - N / A
Dolar Umum
2015 - 31
2014 - 96
2013 - 45
2012 - N / A
2011 - N / A
Wit Dollar
2015 - 33
2014 - 29
2013 - 20
2012 - N / A
2011 - N / A
Domino's
2015 - 60
2014 - N / A
2013 - 36
2012 - 67
2011 - N / A
Dunkin 'Donuts
2015 - 22
2014 - 40
2013 - 7
2012 - 23
2011 - N / A
eBay
2015 - N / A
2014 - 96
2013 - 78
2012 - 89
2011 - 31
Dolar Keluarga
2014 - 49
2013 - 36
2012 - N / A
2011 - N / A
Singa Makanan
2015 - 22
2014 - 5
2013 - 45
2012 - 23
2011 - N / A
Kaki Locker
2015 - N / A
2014 - 174
Ford
2014 - N / A
2013 - 115
2012 - 134
2011 - N / A
GameStop
2015 - N / A
2014 - 131
2013 - 78
2012 - N / A
2011 - N / A
Gap
2015 - N / A
2014 - 144
2013 - 107
2012 - N / A
2011 - 56
Eagle Eagle
2015 - 41
2014 - N / A
2013 - 29
2012 - 27
2011 - N / A
Hannaford's
2015 - 8
Hardee
2014 - 40
2013 - 53
2012 - N / A
2011 - N / A
HEB
2015 - 3
2014 - 1
2013 - 7
2012 - 3
2011 - N / A
Hardee
2015 - 89
2014 - 40
2013 - 53
2012 - 102
2011 - N / A
Ngarep Depot
2015 - 233
2014 - 33
2013 - 29
2012 - 27
2011 - 19
Kawasaki
2014 - N / A
2013 - 115
2012 - 117
2011 - N / A
Hy-Vee
2014 - 33
2013 - 13
2012 - 18
2011 - N / A
Hyundai
2014 - N / A
2013 - N / A
2012 - 163
2011 - N / A
Jack ing Box
2015 - 128
2014 - 40
2013 - 20
2012 - 62
2011 - N / A
JCPenney
2014 - 77
2013 - 100
2012 - 27
2011 - 11
KFC
2015 - 60
2014 - 40
2013 - 107
2012 - 52
2011 - N / A
Kia
2014 - N / A
2013 - N / A
2012 - 178
2011 - N / A
Kmart
2015 - N / A
2014 - 119
2013 - 72
2012 - 75
2011 - 38
Kohl's
2015 - N / A
2014 - 96
2013 - 64
2012 - 57
2011 - 2
Kroger
2015 - 22
2014 - 8
2013 - 20
2012 - 10
2011 - N / A
Little Caesar's
2015 - 52
2014 - 15
2013 - 7
2012 - 27
2011 - N / A
Lowe's
2015 - 19
2014 - 29
2013 - 72
2012 - 18
2011 - 4
Macy's
2015 - N / A
2014 - 109
2013 - 72
2012 - 62
2011 - 18
Marshalls
2014 - N / A
2013 - 89
2012 - N / A
2011 - N / A
McDonalds
2015 - 89
2014 - 49
2013 - 78
2012 - 52
2011 - N / A
Nissan
2014 - N / A
2013 - 182
2012 - 163
2011 - N / A
Nangka
2014 - 59
2013 - 13
2012 - N / A
2011 - N / A
Depot Kantor
2014 - N83
2013 - 36
2012 - 102
2011 - 31
KantorMax
2014 - 77
2013 - 64
2012 - N / A
2011 - 29
Angkatan Lama
2014 - 77
2013 - 53
2012 - 52
2011 - 8
O'Reilly Auto Parts
2015 - 22
2014 - 59
2013 - 53
2012 - N / A
2011 - N / A
Panda Express
2015 - 60
Panera Bread
2015 - 13
Papa John
2015 - 8
PetSmart
2015 - 4
2014 - 22
2013 - 20
2012 - N / A
2011 - N / A
Piggly Wiggly
2014 - 8
2013 - 45
2012 - 67
2011 - N / A
Pizza Hut
2015 - 22
2014 - 22
2013 - 36
2012 - 14
2011 - N / A
Popeye
2015 - 22
Publix
2015 - 1
2014 - 3
2013 - 1
2012 - 2
2011 - N / A
QVC
2014 - 49
2013 - 36
2012 - N / A
2011 - N / A
Quiznos
2014 - 49
2013 - 45
2012 - N / A
2011 - N / A
RadioShack
2015 - N / A
2014 - 196
2013 - 191
2012 - 151
2011 - 98
Ritus Aid
2015 - 33
2014 - 49
2013 - 45
2012 - 35
2011 - 10
Ross
2014 - 83
2013 - 107
2012 - N / A
2011 - N / A
Safeway
2014 - N / A
2013 - 29
2012 - 27
2011 - N / A
Sam's Club
2015 - 41
2014 - 8
2013 - 5
2012 - 1
2011 - 4
Simpen-a-Lot
2014 - 29
2013 - 5
2012 - 35
2011 - N / A
Sears
2015 - N / A
2014 - 119
2013 - 53
2012 - 75
2011 - 24
ShopRite
2015 - 22
2014 - 33
2013 - 13
2012 - 10
2011 - N / A
Sonic Drive-In
2015 - 13
2014 - 5
2013 - 7
2012 - 10
2011 - N / A
Sprint
2015 - 245
2014 - N / A
2013 - N / A
2012 - 129
2011 - N / A
Staples
2014 - 83
2013 - 36
2012 - 45
2011 - 27
Starbucks
2015 - 33
2014 - 8
2013 - 20
2012 - 3
2011 - N / A
Stop & Shop
2015 - 41
2014 - 40
2013 - 64
2012 - N / A
2011 - N / A
Subway
2015 - 13
2014 - 15
2013 - 13
2012 - 3
2011 - N / A
T-Mobile
2015 - 151
2014 - N / A
2013 - 203
2012 - 171x
2011 - 114
Taco Bell
2015 - 22
2014 - 33
2013 - 72
2012 - 23
2011 - N / A
Target
2014 - 77
2013 - 36
2012 - 14
2011 - 9
TJ Maxx
2014 - 70
2013 - 107
2012 - N / A
2011 - N / A
Toyota
2014 - N / A
2013 - 78
2012 - 75
2011 - N / A
Toys 'R Us
2015 - N / A
2014 - 109
2013 - 64
2012 - 52
2011 - 45
2015 - 4
2014 - 2
2013 - 2
2012 - N / A
2011 - N / A
Bener Value
2014 - 40
2013 - 64
2012 - N / A
2011 - N / A
Verizon Wireless
2015 - 187
2014 - N / A
2013 - 222
2012 - 124
2011 - N / A
Virgin Mobile
2015 - 128
2014 - N / A
2013 - 160
2012 - N / A
2011 - N / A
Wal-Mart
2015 - N / A
2014 - 102
2013 - 100
2012 - 57
2011 - 13
Walgreens
2015 - 8
2014 - 40
2013 - 20
2012 - 14
2011 - 7
Wendy's
2015 - 33
2014 - 22
2013 - 53
2012 - 23
2011 - N / A
Wegmans
2015 - 41
Whole Foods
2015 - 22
2014 - 49
2013 - 36
2012 - 18
2011 - N / A
Winn-Dixie
2014 - 40
2013 - 29
2012 - 3
2011 - N / A