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Retailers leading the way with customer experience

Rachel Wheeler

March 31, 2011

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Retailers are providing US consumers with the best customer experience, the results of a new study have revealed.

According to a study by Temkin, retailers claimed 15 of the top 20 spots in the survey, ahead of banks, investment firms, internet service providers, travel firms and insurance companies among others.

The consulting and research firm surveyed 6,000 US consumers about their recent interactions with companies.

Consumers were asked to rate their experiences on three evaluation categories: functional experience, accessible experience and emotional experience.

The firm then developed ratings for each of the three components of experience by taking the percentage of consumers that gave a company good scores and subtracting those that gave it a bad score.

Retailers had the best average scores across all three categories, with their lowest score (63 per cent) coming in their ability to connect emotionally with customers.

New research from Satmetrix has suggested that over 20 per cent of US consumers are prepared to switch brands following a poor shopping experience.

Posted by Rachel WheelerADNFCR-2366-ID-800482609-ADNFCR

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