When it comes to the customer experience, O’Reilly Auto Parts delivers.
That’s the conclusion of the 2017 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.
O’Reilly ranked in the top 10 percent of all companies in the survey – 331 companies across 21 industries – with a score of 79 percent. Of 48 retailers in the survey, O’Reilly ranked third, behind ACE Hardware, BJ’s Wholesale Club and QVC (all of which tied for first) and Sam’s Club (second place).
Advance Auto Parts and AutoZone weren’t far behind, each garnering a score of 76 percent.
The Temkin Experience Ratings ask consumers to rate three components of their experience with businesses: success (the degree to which they were able to accomplish what they wanted to do), effort (how easy it was to interact with the company) and emotion (how they felt about the interactions), on a seven-point scale.
“For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2 or 3,” Temkin Group explains on its website. “This results in a ‘net goodness’ rating for each of the three components. The overall Temkin Experience Rating is an average of the three ‘net goodness’ percentages.”
