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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 is the retail outreach coordinator for NRHA. She meets with retailers in their stores and at industry events and introduces them to the services NRHA provides. Renee previously worked as a member of the NRHA communications team. She earned a degree in visual journalism from Illinois State University, where she served as the features editor for the school newspaper. After college, she implemented marketing and promotions initiatives at Jimmy John’s franchise locations across the country. She enjoys exploring books with her book club, Netflix marathons and hosting goat yoga at her apartment complex. Renee Changnon 317-275-9442 rchangnon@nrha.org

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