Phone Satisfaction Snapshot- USAA, Credit Unions, and Amazon.com Top The List

We asked more than 4,500 US consumers about their satisfaction with experiences across 12 different industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers. Our analysis looked at phone, store/branch, and Web interactions.

Satisfaction With Phone Interactions

I’ll start with some highlights of consumer feedback on phone interactions. The analysis looked at satisfaction rates at an industry level and changes from last year’s results, examined satisfaction for individual companies, and compared responses across generations of consumers.

  • Highest industry satisfaction: Insurance providers (84%)
  • Lowest industry satisfaction: TV service providers (60%)
  • Most improved industry: Retailers (improved 3%)
  • Least improved industry: TV service providers (declined 6%)
  • Highest company satisfaction: USAA (93%), credit unions (92%), and Amazon.com (91%) 
  • Lowest company satisfaction: Charter Communications- TV (47%), Comcast- TV (54%), Time Warner Cable (54%), Aetna (54%), Comcast- ISP (55%), HSBC (55%), Sprint (58%), and Dish Network (59%)
  • Most satisfied generation: Seniors were most satisfied for nine of the industries
  • Least satisfied generation: Gen Yers were least satisfied for eight of the industries
  • Largest generation gap: Airlines (Older Boomers at 81% versus Gen Y at 62%)

The bottom line: What’s it like when customers call you?

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.

2 Responses to Phone Satisfaction Snapshot- USAA, Credit Unions, and Amazon.com Top The List

  1. Scott Swift says:

    There is no such thing as a perfect brand, the best ones just do a better job managing their defects. And in most company’s, that hits squarley in the contact center. Next years volume comes from this years service…are you paying attention banks, cable companies and cell phone carriers?

  2. Bruce Temkin says:

    Scott: Very good points! I really like your saying: “Next years volume comes from this years service.” Thanks for sharing.

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