Ace Hardware, Dollar Tree Deliver Best Experiences In Temkin Study

According to the 2018 Temkin Experience Ratings study, Ace Hardware and Dollar Tree deliver the best customer experience in the retail industry.

The study emerges from a survey of 10,000 U.S. consumers. When evaluating the customer experience, Temkin Group explored three criteria: success, or could customers accomplish what they wanted to do; effort, or how easy was it to work with the retailer; and emotion, or how did they feel about interacting with the company.

Ace Hardware and Dollar Tree tied for the top spot, each earning a score of 82%. They shared seventh place overall out of 318 companies across 20 industries.

In all, the retail industry averaged a 74% rating in the study’s 2018 version, ranking third among the 20 industries. The average retail industry rating gained 0.5 percentage points between 2017 and 2018.

In the study, the retail ratings were:

  • Ace Hardware: 82%
  • Dollar Tree: 82%
  • Family Dollar: 81%
  • BJ’s Wholesale Club: 80%
  • Amazon.com: 79%
  • Menards: 79%
  • PetSmart: 79%
  • True Value: 78%
  • Walgreens: 78%
  • Dollar General: 78%
  • Staples: 77%
  • Sam’s Club: 77%
  • Home Depot: 77%
  • QVC: 76%
  • eBay: 76%
  • O’Reilly Auto Parts: 76%
  • Bed Bath & Beyond: 76%
  • Bath & Body Works: 76%
  • Advance Auto Parts: 76%
  • Barnes & Noble: 76%
  • Costco: 75%
  • Rite Aid: 75%
  • Kohl’s: 75%
  • JC Penney: 75%
  • T.J. Maxx: 75%
  • Dick’s Sporting Goods: 74%
  • Lowe’s: 74%
  • Target: 73%
  • Office Depot: 73%
  • 7-Eleven: 73%
  • Etsy: 72%
  • AutoZone: 72%
  • Ross: 72%
  • Old Navy: 72%
  • CVS: 71%
  • Michaels: 71%
  • Nordstrom: 71%
  • Toys ‘R’ Us: 71%
  • Gap: 69%
  • Marshalls: 69%
  • GameStop: 69%
  • Walmart: 69%
  • Best Buy: 68%
  • Macy’s: 67%
  • Apple Retail Store: 67%
  • Kmart: 67%
  • Sears: 66%
  • Foot Locker: 65%
  • OfficeMax: 65%

“Ace Hardware and Dollar Tree lead a strong group of retailers. In fact, more than three-quarters of retailers earned good or excellent scores,” said Bruce Temkin, Temkin Group, managing partner.