#2 Web Experience in U.S. Retail? QVC
QVC offers the #2 web experience among U.S. retailers, and ranks #6 across industries, according to the 2016 Temkin Web Experience Ratings.
Among retailers, QVC scored 15 points above average and placed second only to Amazon, ranking higher than such retailers as eBay, Nordstrom, Macy’s, Gap, and Bed, Bath, and Beyond.
The rankings are based on a study of 10,000 U.S. consumers regarding their recent interactions with 257 companies across 20 industries. Temkin researchers asked consumers to rate their web experience on three components – success, effort and emotion. The full list of 2016 Temkin Web Experience Ratings for all industries can be found here
QVC has climbed the Temkin Web Experience Ratings steadily in recent years, placing #9 in 2015 and #14 in 2014.
Temkin has also ranked QVC highly in other ratings: QVC is #5 in the 2016 Temkin Customer Service Ratings; #12 in the 2016 Temkin Experience Ratings; #16 in the 2016 Temkin Forgiveness Ratings (which measures how likely customers are willing to forgive a company if they made a mistake); and #29 in the 2016 Temkin Trust Ratings.
Temkin Group is a customer experience research, consulting and training firm, based near Boston.