Report: 2011 Temkin Customer Service Ratings

We just published a new Temkin Group report, 2011 Temkin Customer Service Ratings.

Companies are recognizing that customer service is more than a cost-center; it’s often a critical moment of truth that drives customer loyalty. But how effective are companies at delivering good customer service experiences?

Here’s the executive summary:

USAA and Edward Jones took the top spots in the 2011 Temkin Customer Service Ratings. We asked 6,000 US consumers to rate their recent customer service experience. This data allowed us to rate 129 companies across 12 industries. Only 12 of those companies received a “strong” customer service rating. Retailers, hotel chains, and investment firms have the highest average rating, while Internet and TV Service Providers are squarely at the bottom of the ratings. To improve customer service, companies should look at the experience holistically, using Temkin Group’s SLICE-B methodology.

Download report for $195

First of all, kudos to the top 10 firms in the ratings:

1. USAA (insurance)
2. Edward Jones (investments)
3. Courtyard By Marriott (hotels)
3. Sam’s Club (retail)
5. Kohl’s (retail)
5. Lowe’s (retail)
5. Marriott (hotels)
8. BJ’s Wholesale Club (retail)
8. Costco (retail)
8. Hyatt (hotels)

Here are the results across industries:

The report also looks at how companies perform relative to these industry averages. In that analysis, we find that USAA and Southwest Airlines are the most ahead of their industries while RadioShack and HSBC are the farthest behind.

Download report for $195

If you want to get access to all of the data in this ratings, check out the Temkin Ratings website

The bottom line: Customer service needs an experience makeover

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 Responses to Report: 2011 Temkin Customer Service Ratings

  1. Tiffany Hampton says:

    It’s interesting to note that those with the least amount of competition have the worst customer service. They basically feel entitled to do and respond however they wish because the customer’s alternatives are not vast and they face the same issues with the competition.

  2. Curious to know the total number of surveys sent to achieve the 6000 responses and how you sent them?

    I sense at some point, most results will almost require an audit process to verify conclusions. Methods that are over or under by even small amounts could have significant impacts on profits.

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