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WABAN, Mass. — Publix Super Markets Inc. and Trader Joe’s Co. were given the highest scores by consumers surveyed for the 2013 Temkin Experience Ratings.
Publix Super Markets Inc. and Trader Joe’s Co. were given the highest scores by consumers surveyed for the 2013 Temkin Experience Ratings.
Other mass market retailers in the survey that made the report’s top 10 were Walmart’s Sam’s Club and the supermarket chains Aldi and Save-a-Lot.
Based on a study of 10,000 consumers across the United States, the Temkin Experience Ratings — now in their third year — examines customer experience across 19 industries, including banks, grocery stores and other retailers.
"It’s wonderful to see that customer experience is improving, although many companies still have a long way to go," Temkin Group managing partner Bruce Temkin says.
For instance, he notes, in this year’s ratings, 37% of companies earned "good" or "excellent" scores, while 28% are rated as "poor" or "very poor."
Companies with at least a "good" rating grew by nine percentage points since 2012 and by 21 points since 2011, and of the 203 companies that are included in both the 2012 and 2013 Temkin Experience Ratings, 57% had at least a modest increase.
While grocery chains were at the top of the Temkin Experience Ratings, companies in other businesses did not fare as well.
Health plans, for instance, hold seven of the 15 lowest spots.
