USAA Tops 2015 Temkin Customer Service Ratings

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings, which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 organizations across 20 industries (see .pdf with full list). You can see all of the company data on the Temkin Ratings website.

Download dataset for $295 (download sample file)

***See how your company can reference these results
or display a badge for top 10% and industry leaders***

USAA earned the top spot for its banking business, followed by Chick-fil-A in the second spot. USAA was also in the top 12 with its insurance and credit card businesses, along with credit unions, Aldi, Trader Joe’s, Publix, Panera Bread, H-E-B, Amazon.com, and Bed Bath & Beyond.

For the second straight year, Comcast earned the lowest score in the Temkin Customer Service Ratings. The company took the bottom two spots for its TV service and Internet service businesses. Filling out the bottom of the ratings are Con Edison of New York, Cox Communications (for both Internet service and TV service), Charter Communications, Time Warner Cable (for both Internet service and TV service), Blackboard, Frontier, CenturyLink, and Cigna.

1506_TCSR_HighLow

Here are some more highlights from the 2015 Temkin Customer Service Ratings:

  • Supermarkets, retailers, and banks, as an industry, earned average ratings of “strong” while TV service providers and Internet service providers earned an average rating of “very weak.”
  • USAA (banking) and TriCare (health plans) most outperformed their industry average scores. Eight other companies were at least 15 points above their industry averages: Georgia Power, USAA (credit cards and insurance), JetBlue Airlines, Chick-fil-A, Southern California Gas Company, Lexus, and credit unions.
  • Blackboard (software firms) and Consolidated Energy were the farthest below their industry averages, while five other firms were at least 15 points below their peers: RadioShack, BB&T, HSBC, Sears, and United Airlines.
  • Six industries improved between 2014 and 2015, while 13 declined. On average, hotels and computers increased the most between 2014 and 2015, while supermarkets, rental car agencies, and major appliances dropped the most.
  • Home Depot, Ross, Marriott, and eBay led 12 companies that improved by at least 10 points between 2014 and 2015. Three companies dropped by 20 points or more over the previous year: Blackboard, TD Ameritrade, and Cox Communications.

1506_TCSR_IndustryRanges1505_TCSR_LeadLag1506_TCSR_IndustryChange1506_TCSR_IncreaseDecrease

Download dataset for $295 (download sample file)

***See how your company can reference these results
or display a badge for top 10% and industry leaders***

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2015. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

The Temkin Customer Service Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the “Very dissatisfied” to 7= “Very satisfied.” Temkin Customer Service Ratings is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.

Temkin Ratings website
You can view a sortable list of results from the Temkin Customer Service Ratings as well as other ratings on the Temkin Ratings website.

About Bruce Temkin, CCXP
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, culture, interaction design, customer service, branding 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 Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 Responses to USAA Tops 2015 Temkin Customer Service Ratings

  1. Rosemarie Polchin says:

    Good Morning!

    First, thank you for your amazing work in the Customer Experience space. I sincerely appreciate and value all of your rankings (which I always share with our customers – especially when they make the list!) and all the information you provide.

    Second, because I know how much you value feedback and attention to detail, I wanted to just let you know that the table below has a tiny error (I think). Please know I am well aware of how much easier it is to see an “edit” needed on someone else’s work vs. one’s own. I just thought you would want to know and/or you would want to correct me should I be wrong about it. The footer says “Q1 2014 Consumer…” and I believe you meant it to say 2015.

    [cid:image001.png@01D0992D.9038E450]

    Best, Rose

    Rose Polchin | Sr. Consultant International Customer Management Institute (ICMI) 201.314.4542 | RPolchin@icmi.com http://www.icmi.com ICMI is part of UBM

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