Sam's Club leads in customer loyalty rankings


WABAN, Mass. — Sam's Club has the most loyal customers, according to a new study by the Temkin Group. The report, "2012 Temkin Loyalty Ratings," rated the loyalty that consumers have to 206 large companies across 18 industries.

Only seven companies earned "very strong" loyalty ratings. In addition to the 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 examined 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.

Here's how some of the top U.S. retailers ranked on this year's survey:

  • Sam's Club: 65%, which ranked No. 1 in customer loyalty,

  • Publix: 62%, which earned the No. 4 spot;

  • 61%, which ranked No. 5;

  • H-E-B: 60%, which ranked No. 7;

  • Target: 59%, which ranked No. 8;

  • ShopRite and Hy-Vee both tied for the No. 12 spot with 58%;

  • Winn-Dixie and Kroger tied at No. 16 with 57%;

  • Walgreens: 56%, which ranked No. 21;

  • CVS, Costco and Giant Eagle ranked No. 22 at 55%; and

  • Whole Foods Market and BJ's Wholesale Club both earned the No. 25 spot with 54%.

Click here to view the complete rankings.

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