Web Satisfaction Snapshot: USAA And Schwab Top The List

This is the final post looking at US consumer satisfaction across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Today I’ll look at Web interactions.

Satisfaction With Web Interactions

Here are some highlights:

  • Credit card issuers and investment firms had the highest satifaction rates (84%)
  • Health plans had the lowest satisfaction rates (68%)
  • USAA, Charles Schwab, Old Navy, and Amazon.com led the pack with satisfaction rates of 90% or more
  • Comcast, Aetna, and Charter Communications fell to the bottom with satisfaction rates of 65% or less

The bottom line: Given the rising costs of healthcare, doesn’t it make sense to improve the low cost online channel?

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

One Response to Web Satisfaction Snapshot: USAA And Schwab Top The List

  1. Pingback: Experiences That Satisfy Consumers, 2009 « Customer Experience Matters « Fredzimny’s CCCCC Blog

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