by Dan Rafter
How loyal are you to your local grocery store? How about to your bank or your favorite restaurant?
If your favorite grocery store is Trader Joe’s, you’re probably extremely loyal.
This mid-sized grocery chain has some of the most loyal customers in the country, according to Temkin Group. Other companies that enjoy a loyal customer base include ACE Rent A car, Apple and JetBlue Airways.
Temkin recently released its Temkin Loyalty Index that charts the loyalty of 10,000 U.S. consumers to 293 companies spread across 20 industries. Temkin bases customer loyalty on five factors:
The likelihood that a consumer will buy again from the company
The likelihood that a customer will recommend the company to others
The willingness of customers to forgive a company if it makes a mistake
How trustworthy customers consider the company
How likely consumers are to try the new offerings from a company
Not surprisingly, the index found that supermarkets, fast-food chains and retailers tend to have the highest loyalty levels. TV-service providers and Internet-service providers have the lowest.
Those companies that have gained the most customer loyalty include supermarket chain H-E-B, hotel chain Courtyard by Marriott, fast-food restaurant Chick-fil-A, Apple, appliance maker Electrolux and auto dealer Lexus.
Of course, plenty of retailers are struggling these days when it comes to retaining the loyalty of their customers.
“Only a few companies have truly strong levels of consumer loyalty,” said Bruce Temkin, managing partner of Temkin Group, in a written statement. “It’s scary how little loyalty has been earned by TV-service and Internet-service providers.”
Companies that have seen the loyalty of their customers drop inlcude McDonalds, Jeep, Citibank and RadioShack, according to the survey.