The retailer with the best customer experience is…

Consumers have spoken, and they have identified the retailers, supermarket chains and fast food restaurants that are tops (and bottom) in overall customer experience.



According to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers, True Value took the top spot with a rating of 78%, placing it third overall out of 294 companies across 20 industries.



Furthermore, out of the 46 retailers included in the Ratings, True Value was the only one to improve its score from last year. Amazon.com and O'Reilly Auto Parts tied for the second spot, each earning a rating of 76% and an overall rank of ninth. QVC and Dollar Tree also made it into the top 20 overall, as each received a rating of 75%, which put them both in 12thh place. At the other end of the spectrum, RadioShack was at the bottom of the list for the sixth straight year, earning a rating of 55% and an overall rank of 199th.



Overall, the retail industry averaged a 69% rating and came in third place out of 20 industries. The average rating of the retail industry decreased by five percentage-points between 2015 and 2016, dropping from 74% to 69%.



The top 11 retailers in the 2016 Temkin Experience Ratings are as follows: True Value (78%), Amazon.com (76%), O'Reilly Auto Parts (76%), QVC (75%), Dollar Tree (75%), Sam's Club (74%), Dollar General (74%), Lowe's (73%), PetSmart (72%), Michael's (72%), and BJ's Wholesale Club (72%).



The bottom 14 retailers are: RadioShack (55%), Gap (58%), Foot Locker (59%), Old Navy (60%), Kmart (62%), Macy's (62%), OfficeMax (63%), Marshalls (63%), GameStop (63%), Office Depot (64%), Wal-Mart (64%), Best Buy (64%), Toys 'R' Us (64%), and Sears (64%).



Bed Bath & Beyond (-15 points), Old Navy (- 12 points), Advance Auto Parts (-11 points), Costco (-11 points), OfficeMax (-11 points), and Marshalls (-11 points) declined by the most percentage-points between 2014 and 2015.



In addition, for 2016 supermarkets earned the three highest scores in the entire survey. Publix took the top spot for the second year in a row with a rating of 81%, putting it in first place out of the 294 companies across 20 industries. H-E-B came in second with a score of 79%, while Kroger and Save-a-Lot tied for third place, each with a score of 78% and a 3rd overall ranking.



Of the 20 supermarkets included in the Ratings, two more — Wegmans and Aldi — also made it into the top 10, ranking seventh and ninth respectively. At the other end of the spectrum, Vons spent its first year in the Ratings at the bottom of the industry with a score of 63% and a rank of 125th.



Among fast food chains, Chick-fil-A took the top spot for the fifth year in a row with a rating of 78%, tying it in third place overall. Subway, meanwhile, came in second with a rating of 75% and an overall ranking of 12th.



At the other end of the spectrum, McDonalds and Burger King tied as the lowest scoring fast food restaurants. Each received a rating of 65%, putting them in 100th place. Only three other fast food chains failed to earn at least a "good" rating: Baskin Robbins, KFC, and Domino's.



Overall, the fast-food industry averaged a 71% rating and placed second out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 76% to 71%.