Tell Me Something I Don't Know

So of course Costco came out on top in customer satisfaction. Behold the recent press release below. Where else can you start out with Sun Chips appetizer, move on to Progresso Light soup, some Yoplait, then (as we move toward the freezer section) the main courses: a bacon-wrapped shrimp-and-steak skewer, chicken burrito, ham and, yes, beef brisket. This is how we spent our previous free lunchtime visit (Friday, by the way, which is apparently a heavy sample day, at least at the Los Feliz store.)

We left full, and with a basket full of bargains. Customer experience? Winning. Behold the recent study result below:


BOSTON--(BUSINESS WIRE)-- A new research report published by Temkin Group, The 2011 Temkin Experience Ratings, provides information about customer experience based on a survey of 6,000 US consumers who had recent interactions with 143 large US companies. Industry leaders Amazon.com, Kohl’s and Costco came out on top of the ratings in which only 24 companies or 16% of the total, received a “good” or “excellent” rating.
“The results show a significant lack of good customer experience. Research shows that customer experience directly correlates with loyalty, and most companies have a long way to go to earn their customers’ loyalty,” states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
In a survey fielded in January 2011, consumers rated companies they had interacted with during the previous 60 days across the following 12 industries: airlines, banks, credit card issuers, health plans, hotel chains, Internet service providers, insurance companies, investment firms, personal computer makers, retailers, TV service providers, and wireless carriers.