Waban, Mass. – Amazon.com was the top-ranked company across 19 industries in the 2013 Web Experience Ratings from Temkin Group. Amazon.com had a score of 77%, almost 21 percentage points higher than the retail industry average.
Other retailers in the top 10 included eBay, tied for fifth place at 70%, and QVC, tied for eighth place at 69%. Taco Bell and Kmart earned ratings that were at least 15 points below the retail industry average. Old Navy was the only retailer to have a double-digit score increase from last year.
According to Temkin Group, the ratings expose an overall poor state of web experiences. Only 6% of companies earned "strong" or "very strong" ratings, while 63% earned "weak" or "very weak" ratings. The research also shows that web experiences aren't improving. More than half of the companies that were in the 2012 and 2013 ratings earned lower scores this year.
"The web is a key channel, but online experiences aren't very good and are heading in the wrong direction," said Bruce Temkin, managing partner of Temkin Group.
The Temkin Web Experience Ratings are based on consumer feedback on companies with which Temkin Group survey respondents have recently interacted. Consumers are asked how much they trust those firms.