Research

Amazon.com, Kohl’s, Costco, Lowe’s, and Sam’s Club took the top five spots in the 2011 Temkin Experience Ratings. We asked 6,000 US consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional. This data allowed us to rate 143 companies across 12 industries. Only 16% of those companies received an “excellent” or “good” rating. The results show that retailers deliver the best experience while TV service providers and health plans deliver the worst.