Should Your Company Act More Like a Supermarket?

Customer loyalty was rated the highest at grocery stores, retailers and fast food chains in the 2012 Temkin Loyalty Ratings report, which recently asked 10,000 consumers to rate their loyalty toward 206 large companies across 18 industries. The ratings study examined three key components of loyalty: 1) The likelihood of consumers to recommend companies; 2) The reluctance of consumers to switch business away from companies; and 3) The willingness of consumers to purchase additional products and services from companies. Sam’s Club, Aldi, and USAA earned the top spots in the 2012 ratings, while Citigroup (banking and credit cards) and Charter Communications (TV service and Internet service) each show up twice in the bottom four. The study also examined how individual companies are perceived relative to their industry peers. For example, USAA had the highest level of loyalty in three industries, outpacing banking and credit card averages by more than 26 percentage points and insurers by 17 percentage points. Nine other companies had double-digit loyalty leadership over their industry averages: Credit unions (banking), Southwest Airlines (airlines),PNC(banking), TriCare (health plans), Apple (computer makers), American Express (credit cards), Sam’s Club (retail), Charles Schwab (investments), and Hampton Inn (hotels).

To learn more about CPG’s methods and strategies to engage your customers, sales channel or employees, contact Nick Conyngham at

Source: The Temkin Group, Randall Cunningham