The 2017 Temkin Ratings have been released for Customer Experience. Publix was ranked No. 1 among all companies , and their percentage went up from 81% last year to 84% this year.
This is the third consecutive year Publix has held the number one position among all companies. Rounding out the top three positions are Texas-based supermarket chain H-E-B and fast-food chain Chick-fil-A. Trader Joe’s was tied for #8. Winn-Dixie and Sam’s Club were tied for #14
Not familiar with Temkin? The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. The organization surveyed consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale. For each component, Temkin takes the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages.
Each year Temkin rates companies in five areas: Experience, Forgiveness, Trust, Customer Service and Web Experience.