Financial services company USSA and uber-retailer Amazon took the top spots in the customer service ratings released by The Temkin Group, a detailed survey that evaluated 233 companies.
Chick-fil-A, Publix, H-E-B, credit unions, Starbucks, Costco, QVC and Trader Joe’s were among the companies with the best customer satisfaction, the survey found.
The USAA (United Services Automobile Association) might be one of the most successful financial services businesses you never heard of. Started in 1922 as a co-op to help armed services members buy insurance, it has morphed into a conglomerate providing credit card, banking, investment, and insurance services. And apparently it's really good with customer service.
The survey results mark the second time in a row that the USAA earned the highest score in the Temkin Customer Service Ratings. The ratings evaluated 233 companies across 19 industries based on a survey of 10,000 U.S. consumers.
Yes, Cable Companies are that Bad
Before we talk more about good customer service, though, let's talk about the worst: cable and telecom providers. Comcast finished in last place of the survey — and many other cable companies and telecom service providers such as Time Warner Cable, Carter Communications, Verizon and AT&T finished at the bottom of the list. Comcast earned the honor of the two lowest scores in the ratings for both its Internet service and TV service businesses.
So, your suspicion that your telecom or cable company doesn't care about you has been confirmed. TV service providers and Internet service providers earned the worst industries scores in the survey, followed closely by wireless carriers and health plans.
Overall, said Temkin, most scores increased since last year. Fourteen of the 19 industries earned higher average ratings in 2014 than in 2013. Investment firms, credit card issuers and insurance carriers improved the most. Groceries, fast food chains and investment firms earned the highest average industry ratings.
Temkin said the data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity and geographic regions of the US population.
The survey asked consumers question about their satisfaction with companies with whom they'd interacted in the past 60 days. An example question was, “Thinking back to your most recent customer service interaction with these companies, how satisfied were you with the experience?"
How would you have answered?
About the Author
R. Scott Raynovich is an independent author, technology analyst and media consultant. He publishes a blog, The Rayno Report.
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