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True Value Named Best for Customer Experience

True Value Named Best for Customer Experience

A consumer survey has ranked True Value as the top retailer for the experiences it provides shoppers.

The co-op has come out on top in the retail category for delivering the best customer experiences, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

The 2016 survey evaluated 294 companies across 20 industries. In the retail category, True Value earned the top retail placement with a rating of 78 percent, according to Temkin Group, which is a research firm.

“Building on our historic commitment to our customers, True Value’s strong ranking demonstrates how our new customer service training is taking root,” John Hartmann, president and CEO of True Value, says. “Customers recognize and appreciate the meaningful relationships that our member-retailers are developing with them. Our retailers know that it’s more than just a transaction and they strive to provide positive defining moments for their customers every day.”

Following True Value, Amazon.com and O’Reilly Auto Parts tied for the second spot, each earning 76 percent.

“True Value, Amazon.com, and O’Reilly Auto Parts led a strong group of retailers, while RadioShack continued its run as the retailer with the worst customer experience,” says Bruce Temkin, managing partner of Temkin Group.

About Renee Changnon

Renee Changnon
Renee Changnon is an assistant editor for Hardware Retailing magazine. She reports on industry news and new products, visits retailers and attends industry events. She graduated from Illinois State University, where she earned a degree in Visual Journalism and was the features editor for the school newspaper, The Daily Vidette. After college, Renee worked for Jimmy John’s, where she implemented marketing and promotions initiatives at franchise locations across the country. Renee is from Champaign, Illinois, and is new to Indianapolis. She enjoys reading, Netflix marathons and exploring her new city with friends and family.