April 4th, 2014 by Leonard Klie

The 2014 Temkin Experience Ratings are in, and Sam’s Club and Amazon deliver the best customer experiences among the 45 companies evaluated in the retail category, based on a survey of 10,000 U.S. Consumers.

Costco, PetSmart, Ace Hardware, and BJ’s Wholesale Club also earned high marks from customers. Lowe’s, Dollar Tree, Barnes & Noble, and Home Depot rounded out the top 10.

At the bottom of the spectrum were Walmart, Macy’s, Toys ‘R’ Us, Sears, Kmart, Apple Store, GameStop, The Gap, Foot Locker, and Radio Shack.

Lowe’s, T.J. Maxx, Best Buy, and Apple Stores showed the greatest improvements compared to last year, while Sears, Nordstrom, Staples, Office Depot, Dollar General, Toys ‘R’ Us, Kmart, and GameStop showed the biggest declines.

To generate the ratings, Temkin Group asked consumers to evaluate the companies across three dimensions: functional (were you able to do what you wanted?); accessible (how easy is it to work with the company?); and emotional (how did you feel about the interaction?). The ratings involved 268 companies across 19 industries.

As I look out over the ratings and compare them to last year, the one thing that stands out for me is the high ranking among so-called value brands, like the warehouse stores and dollar stores, which would lead me to believe that the economic recovery hasn’t taken hold as quickly as most had hoped.

To access the full ratings, go to TemkinRatings.com.

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