Lamun leres yen pangalaman customer bisa dihartikeun ku cara basajan ieu, mangka sual logis hareup pikeun maranéhanana kabetot dina industri ritel AS bakal jadi nu pausahaan retailing anu pangalusna sarta awon dina nyadiakeun konsumén ku pangalaman hanca lemes jeung glitch bébas, hiji pangalaman aksés gampang, sarta hiji pangalaman anu ngajadikeun hiji dampak emosi?
The Temkin laporan Garapan Palanggan taunan ieu dijieun pikeun nembongkeun kahayang nu - dina panggedena pausahaan AS retailing nu geus delivering konsistén pangalaman customer pangalusna sarta awon dina sataun kaliwat, sakumaha dipeunteun sarta dilaporkeun ku konsumén sorangan. Pamakéna keur surveyed tur ditanya ngan tilu patarosan ngeunaan interaksi panganyarna maranéhna ku parusahaan keur nangtukeun pamanggih customer urang tentang pungsi unggal parusahaan (tina "lengkep gagal" pikeun "lengkep suksés"), bisa diakses (tina "pajeujeut" pikeun "pisan gampang"), sarta dampak emosi (tina "kesel" pikeun "delighted"). Pendapat individu anu averaged, sarta customer pangalaman ranking ieu dicandak dumasar kana skor customer rata.
Naha atanapi henteu fungsionalitas, diakses, jeung dampak emosi nu hijina tilu aspék pangalaman ritel nu konsumén ngeunaan miara nyaeta sawala sejen pikeun artikel séjén. The konsultan panalungtikan Temkin yakin éta basajan éta.
Sugan aranjeunna geus bener, tapi di 2015 aya kamungkinan sababaraha pausahaan retailing yén niatna teu satuju.
Aya pangalaman customer di has Taco Bell na sonic Girang-Dina hadé batan has pangalaman customer Starbucks ? Naha Walgreens Polandia kuku jeung sirop batuk nasabah geus pangalaman customer hadé ti para nasabah Costco fanatically satia anu daék mayar hiji fee taunan keur katuhu leumpang di panto hareup Costco?
Teh pangalaman customer has di toko 7-Sabelas has leuwih ti dua kali alus salaku pangalaman customer dikirimkeun ku spesialis pamutahiran home dilatih di Imah depot ?
Nurutkeun kana Temkin Garapan Palanggan harti na survéy metodologi, jawaban geus "Leres". Numutkeun pangalaman customer pribadi kuring, jawaban geus "Taya jalan," "Kungsi," sarta "Teu malah nutup".
Naon kieu nyaéta daptar pausahaan retailing nya éta dipeunteun ku pamakéna pikeun pangalaman customer dina ranking 2015 Temkin laporan. Daptar ieu disusun dumasar kana pangalaman customer ranking unggal parusahaan nampi nalika dibandingkeun sakabeh pausahaan dina sakabéh industri. Jumlah dina kolom kénca nyaéta jumlah ranking komparatif, dumasar ratings survéy etang. (Angka Kadangkala ranking nu dibagikeun lamun pausahaan narima ratings rata sami ti nasabah.)
Klik tumbu di handap ieu kanggo inpo ngeunaan tiap pausahaan. Tempo oge lima taun Babandingan Garapan Palanggan rankings 2015-2011 >>
2015 pangalaman Palanggan Retail Best jeung Para Pecundang - rankings Palanggan di Temkin Laporan Panalungtikan:
1 Publix
2 Aldi
3 HEB
4 Amazon.com
4 PetSmart
4 Chick-fil-A
4 padagang Joe urang
8 Hannaford urang
8 Papa Kang Iwan
8 Walgreens
13 susu Ratu
13 Panera Roti
13 Subway
13 sonic Girang-Dina
19 Pesanggrahan mandi & Cicih
19 Costco
19 Lowe urang
22 Bagian sateuacanna Otomatis
22 Dunkin donat
22 Pangan Singa
22 Kroger
22 Bagian O'Reilly Otomatis
22 Pizza hut
22 Popeye urang
22 ShopRite
22 Taco Bell
22 sakabeh pangan
31 Dollar Umum
33 Albertsons
Borongan Club 33 BJ urang
33 Chipotle Méksiko grill
33 Dollar Tangkal
33 sanggem bantuan
33 Starbucks
33 Wendy urang
41 Ace Hardware
41 Arby urang
41 AutoZone
41 Barnes & Noble
41 CVS
41 Giant Eagle
41 Sam urang Club
41 Engke & Toko
41 Wegmans
52 Little Caesar urang
60 Abasa urang
60 Panda Express
60 KFC
76 Gatotkaca Raja
89 Hardees
89 McDonald urang
100 7-Sabelas
128 Jack di Box
128 Virgin Mobile
151 T-Mobile
187 Verizon
233 Imah depot
245 ngutruk
253 AT & T
253 Chrysler
261 Audi
Awon Garapan Palanggan Conto:
Nu ranté ritel nyadiakeun pangalaman pangalusna pikeun konsumén maranéhanana? Rahayat paling mumpuni pikeun ngajawab patarosan nu konsumén sorangan, nu maranéhna ngalakukeun unggal taun dina survey pangalaman customer anu dilakukeun ku panalungtikan sarta konsultan teguh Temkin Grup. Antara taun 2015 sarta 2011, para nasabah geus dipeunteun sarta rengking ranté ritel kawas Aldi, Amazon , Anang urang, Publix, sarta HEB sakumaha multi-taun pangalaman customer bests. Dina éta période sarua, nasabah geus rengking pausahaan retailing kawas Dell , AT & T, Ford, sarta RadioShack sakumaha multi-taun pangalaman customer worsts.
Ku ngabandingkeun pangalaman customer rankings ti 2011, 2012, 2013, 2014, jeung 2015, éta mungkin mun ningali tren di retailers individu salaku ditempo ku konsumén aranjeunna ngawula. Naon kieu téh multi-taun pangalaman customer ngabandingkeun sadaya ranté ritel nya éta kaasup dina ieu panalungtikan Temkin taunan ti 2011 nepi ka 2015.
The angka ka katuhu tina tanggal anu nomer ranking nu unggal parusahaan ritel ieu dibikeun dumasar kana ratings sahiji dampak emosi, fungsionalitas, sarta bisa diakses nu disadiakeun ku konsumén maranéhanana, sakumaha dibandingkeun sakabeh pausahaan ti industri. Sajumlah ranking low nunjukkeun pausahaan retailing jeung pangalaman customer pangalusna. angka ranking luhur nangtukeun pausahaan nu konsumén mertimbangkeun pikeun nganteurkeun pangalaman customer awon.
Multi Taun Babandingan Ratings Palanggan na rankings tina Best jeung Para Pecundang Pausahaan Industri Retail - 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
pangalusna Toko
2015 - N / A
2014 - 70
2013 - 107
2012 - 75
2011 - 41
BJ urang borongan Club
2015 - 33
2014 - 22
2013 - 20
2012 - 18
2011 - 6
2012 - Company bangkrut
2011 - 34
BMW
2015 - N / A
2014 - N / A
2013 - 166
2012 - 75
2011 - N / A
Gatotkaca Raja
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 Méksiko 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
susu Ratu
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
dollar Umum
2015 - 31
2014 - 96
2013 - 45
2012 - N / A
2011 - N / A
dollar Tangkal
2015 - 33
2014 - 29
2013 - 20
2012 - N / A
2011 - N / A
domino urang
2015 - 60
2014 - N / A
2013 - 36
2012 - 67
2011 - N / A
Dunkin 'donat
2015 - 22
2014 - 40
2013 - 7
2012 - 23
2011 - N / A
eBay
2015 - N / A
2014 - 96
2013 - 78
2012 - 89
2011 - 31
Dollar kulawarga
2014 - 49
2013 - 36
2012 - N / A
2011 - N / A
dahareun Singa
2015 - 22
2014 - 5
2013 - 45
2012 - 23
2011 - N / A
suku 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
sesela
2015 - N / A
2014 - 144
2013 - 107
2012 - N / A
2011 - 56
Giant Eagle
2015 - 41
2014 - N / A
2013 - 29
2012 - 27
2011 - N / A
Hannaford urang
2015 - 8
Hardees
2014 - 40
2013 - 53
2012 - N / A
2011 - N / A
HEB
2015 - 3
2014 - 1
2013 - 7
2012 - 3
2011 - N / A
Hardees
2015 - 89
2014 - 40
2013 - 53
2012 - 102
2011 - N / A
imah depot
2015 - 233
2014 - 33
2013 - 29
2012 - 27
2011 - 19
Honda
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 di 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 urang
2015 - N / A
2014 - 96
2013 - 64
2012 - 57
2011 - 2
Kroger
2015 - 22
2014 - 8
2013 - 20
2012 - 10
2011 - N / A
Saeutik Caesar urang
2015 - 52
2014 - 15
2013 - 7
2012 - 27
2011 - N / A
Lowe urang
2015 - 19
2014 - 29
2013 - 72
2012 - 18
2011 - 4
Macy urang
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
Nordstrom
2014 - 59
2013 - 13
2012 - N / A
2011 - N / A
depot kantor
2014 - N83
2013 - 36
2012 - 102
2011 - 31
OfficeMax
2014 - 77
2013 - 64
2012 - N / A
2011 - 29
heubeul Angkatan Laut
2014 - 77
2013 - 53
2012 - 52
2011 - 8
O'Reilly Otomatis Bagian
2015 - 22
2014 - 59
2013 - 53
2012 - N / A
2011 - N / A
panda Express
2015 - 60
Panera Roti
2015 - 13
Papa Kang Iwan
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 urang
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
bantuan sanggem
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 urang 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 Girang-Dina
2015 - 13
2014 - 5
2013 - 7
2012 - 10
2011 - N / A
ngutruk
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
Eureun & Toko
2015 - 41
2014 - 40
2013 - 64
2012 - N / A
2011 - N / A
Sabwéy
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
tujuan
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 'Sunda Us
2015 - N / A
2014 - 109
2013 - 64
2012 - 52
2011 - 45
2015 - 4
2014 - 2
2013 - 2
2012 - N / A
2011 - N / A
leres Niley
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-Kemranjén
2015 - N / A
2014 - 102
2013 - 100
2012 - 57
2011 - 13
Walgreens
2015 - 8
2014 - 40
2013 - 20
2012 - 14
2011 - 7
Wendy urang
2015 - 33
2014 - 22
2013 - 53
2012 - 23
2011 - N / A
Wegmans
2015 - 41
sakabeh pangan
2015 - 22
2014 - 49
2013 - 36
2012 - 18
2011 - N / A
Winn-Dixie
2014 - 40
2013 - 29
2012 - 3
2011 - N / A