Congratulations to Customer Service Industry Leaders

Today is the first day of Customer Service Week, so it’s a great opportunity to once again congratulate the industry leaders in the 2013 Temkin Customer Service Ratings (60% or more is a strong score):

  • Airlines: Alaska Airlines (67%)
  • Appliance maker: WhirlpoolSamsung (51%)
  • Auto dealer: Toyota (62%)
  • Bank: USAA (75%)
  • Computer maker: Apple (57%)
  • Credit card issuer: USAA (63%)
  • Fast food chain: Chick-fil-A (70%)
  • Grocery chain: Hy-VeeTrader Joe’s (69%)
  • Health plan: Kaiser PermanenteTriCare (59%)
  • Hotel chain: Marriott (65%)
  • Insurance carrier: USAA (76%)
  • Internet service: AOL (47%)
  • Investment firm: Charles Schwab (71%)
  • Parcel delivery: FedEx (58%)
  • Rental car agency: Advantage (68%)
  • Retailer: Ace Hardware (71%)
  • Software firm: Blackboard (56%)
  • TV service: Bright House Networks (46%)
  • Wireless carrier: Virgin Mobile (46%)

I also want to congratulate the organizations that are improving. These firms earned 2013 Temkin Customer Service Ratings that are 15 percentage points or more higher than their 2012 ratings: Citibank, U.S. Bank, Hyundai, Nissan. Citigroup, and Old Navy.

It’s also a good time to reiterate the distinction between customer service and customer experience. I like what Amazon.com’s CEO Jeff Bezos had to say on this topic:

Internally, customer service is a component of customer experience. Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so that you don’t need to contact [anyone]. Then you save customer service for those truly unusual situations. You know, I got my book and it’s missing pages 47 through 58

The bottom line: Happy Customer Service Week!

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 Congratulations to Customer Service Industry Leaders

  1. Ben Dunay says:

    Nice post.

    No Zappos on this list? Did Ace Hardware really beat them out for the retail category? Maybe online retailers are different. Zappos once mailed me a replacement pair of shoes, because the pair I’d previously ordered from them had started to rip. I received the new pair BEFORE I’d even sent back my old torn pair. Talk about trust. Unbelievable customer service. Also, related, Tony Hsieh’s book, “Delivering Happiness,” is a great read on customer service (and entrepreneurship in general). Check out the audio version if you haven’t read it yet. Author reads it, I’m always a fan of that.

    USAA is awesome. Nice to see they made the list.

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