A big study just came out. It interviewed “10,000 U.S. consumers to rate their recent interactions with 293 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.”
Who are the big winners? Grocery stores, as a whole, get the highest marks. Publix takes the top spot. I have to say, I do like the overall vibe of Publix, but MAN! That experience comes at a high price! Interestingly, the grocery store Aldi also placed highly. Um, has Aldi changed? I remember it as the bare-bones, no-frills store that carries all the foreign knock-offs of your favorite products, e.g., the detergent in the orange box is called “Surf” instead of “Tide.” Must be a price thing? I can see how that would score these days!
Other achievers, getting positive ratings, include fast food, retailers, parcel delivery services, and banks. Meanwhile, Internet service providers, TV service providers, and health plans received “poor” ratings.
As for “movers,” companies that have improved or gotten worse, Residence Inn, US Cellular, and JetBlue Airlines moved up, while Subaru dealers, TD Ameritrade, and Buick dealers went down.
How about you? What do you look for in a retailer? How do you define customer satisfaction? Who’s at the top of YOUR list? Let us know over at the MindField Online Facebook page, and have a great weekend!