Phone Satisfaction Snapshot: USAA And The Hartford Top The List
February 19, 2008 4 Comments
We asked nearly 5,000 US consumers about their satisfaction with experiences across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Our analysis looked at phone, store/branch, and Web interactions. I’ll take a look at each channel over the next three days.
I’ll start with some highlights of consumer feedback on phone interactions:
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Investment firms (84%) and insurers (83%) had the highest satisfaction rates
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TV service providers (66%), health plans (67%), and Internet service providers (67%) had the lowest satisfaction rates
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USAA, The Hartford, and Charles Schwab led the pack with satisfaction rates of 90% or more
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Charter Communications, Medicaid, and Sprint fell to the bottom with satisfaction rates of 60% or less
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More than one-third of the firms had satisfaction rates less than 70%
The bottom line: What’s it like on the other end of your 1-800 number?
About Bruce Temkin, CCXP
Customer Experience Matters® 
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