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Sam’s Club tops across all industries in customer loyalty rankings

Waban, Mass. -- Sam's Club, Aldi, Publix Super Markets, Amazon.com, and H.E.B. are the retailers with the most loyal customers according to a new study by Temkin Group. The report, the 2012 Temkin Loyalty Ratings, rates the loyalty that consumers have to 206 large companies across 18 industries.

Only seven companies earned "very strong" loyalty ratings. In addition to the five retailers listed above, credit unions and USAA earned the distinction. Sam’s Club had the most loyal customers across all industries, with a loyalty rating of 65%.

Supermarkets, retailers, and fast food chains are the top three industries, with an average loyalty rating of "strong." At the bottom of the ratings: TV and Internet service providers.

The survey examine three components of loyalty, including:

  • Likelihood of consumers to recommend companies;
  • Reluctance of consumers to switch business away from companies; and
  • Willingness to consumers to purchase additional products and services from companies.

Sam's Club: 65%
Aldi: 64%
Publix Super Markets: 62%
Amazon.com: 61%
H.E.B.: 60%
Chick-fil-A: 59%
Starbucks: 59%
Target: 59%
Subway: 58%
ShopRite: 58%
Hy-Vee: 58%
Lowe's: 58%
Winn-Dixie: 57%
Kroger: 57%
The Home Depot: 57%
Walgreens: 56%
Giant Eagle: 55%
CVS: 55%
Costco: Wholesale Corp.: 55%
Whole Foods Market: 54%

Click here to view the complete rankings.

Company Rangings

I find it intersting that companies the "reward loyalty" such as airlines, car rental companys, and internet based travel copanies (expedia, orbitz, etc) do not even who up on these ranks. Further you have to go clear down to #40 to find any hotel and then it's Hampton Inn. Holiday Inn Express ranked above Holiday Inn.

Next I find it intersting that "a credit union" ranks as #5. Whould indavidualy named credit unions rank lower than a generic?

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