What Do Amazon And RadioShack Have In Common? - Twice

What Do Amazon And RadioShack Have In Common?

Not much, when it comes to customer service
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Well, for one thing, they both appear on the Temkin Experience Ratings, a ranking of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Well, for one thing, they both appear on the Temkin Experience Ratings, a ranking of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

More specifically, Amazon and RadioShack fall on opposite ends of the customer-experience spectrum within the tech retail channel. Can you guess which ranked where?

No surprise, Amazon was tops among tech retailers, with an Experience Rating of 76 percent, while RadioShack trailed all retailers, tech or otherwise, with a rating of 55 percent — its sixth consecutive year at the bottom.

Related:Amazon Takes Bite Out Of Apple

“RadioShack continued its run as the retailer with the worst customer experience,” said Bruce Temkin, managing partner of Temkin Group, the report’s author.

According to the market research firm, a score of 80 percent or better is considered excellent, and 70 percent or better is thought to be good.

Consumers rated companies based on three criteria: success (ability to accomplish what you want), effort (ease of working with the company), and emotion (how you feel about the interactions).

Amazon actually slipped 5 percentage points from last year’s poll, to rank 9th out of all 294 covered companies, while RadioShack dropped 8 percentage points to No. 199 (see chart, below.)

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Who ranked lower in customer service? According to the report, the cable TV companies, including Cox Communications, Verizon, Time Warner, AT&T and Comcast, hovered near the bottom of the charts, just one step above health insurance carriers.

Among other CE sellers:

*QVC ranked 12th among all 294 companies at 75 percent;

*Costco ranked 69th at 68 percent;

*Apple Stores ranked 100th at 65 percent; and

*Best Buy, Sears, Walmart, Office Depot and Toys“R”Us all tied for 100th place with Experience Ratings of 64 percent.

The overall retail industry averaged a rating of 69 percent, down 5 percentage points, but came in third out of 20 industries surveyed.

The full report is available for download here.

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