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Nothing makes Buster happier than when you open up the just-delivered Chewy box and, because he’s such a good boy, reward him with a Pup-Peroni.
But it’s Chewy itself that’s feeling like your best friend these days.
Chewy was recently named the top company for customer experience (CX) in Forrester’s annual US Customer Experience Index Rankings, its second year in a row clinching the top spot. The other retailers that ranked in the top 10: HEB, the supermarket chain (third); Etsy (fourth); Trader Joe’s (sixth); and Tractor Supply (10th).
Belly rub: The rankings covered 221 brands across 13 industries, and were based on an online survey of 96,134 consumers who’d interacted with a specific brand within the last 12 months.
- Among the 41 retailers in the survey, on a scale of 100, the average rating was 74.4.
- Chewy’s rating was 84.2, up from 83 last year.
- In 22nd place was Amazon, with a rating of 73.9.
- Walmart’s rating was 69, ranking it next to last; Dollar General, at 66.5, was the caboose.
Bow. Wow: When Retail Brew interviewed Chewy CMO Mark Eamer in September, he told us about what the company calls its Wow Team, a group of customer-service whizzes whose above-and-beyond gestures include hand-writing birthday cards to Fido and sending flowers to customers when pets pass away.
“In a world that has become so transactional and so driven by sort of the day-to-day frenetic pace that we all live in, it’s nice to just be able to get something from a company like Chewy,” Eamer told Retail Brew.