USAA and Publix Top 2016 Temkin Customer Service Ratings

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see .pdf with full list of companies). 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 this year for its banking business with a 74% rating, and Publix came in a close second with a rating of 73% In addition to its banking business, USAA also placed in the top ten for both its insurance business and its credit card business. USAA and Publix were joined in the top 10 by True Value, credit unions, QVC, H-E-B, Wawa Food Markets, and Save-a-lot.

Comcast, meanwhile, earned the lowest score in the Temkin Customer Service Ratings for the third straight year. Once again, the company received the two lowest scores in the Ratings, one for its TV service business and one for its Internet service, business both of which received a score of 31%.. Comcast was joined in the bottom by GM, Charter Communications (for both Internet service and TV service), Health Net, Time Warner Cable (for both Internet service and TV service), AT&T, Motel 6, and Spirit Airlines.

1606_TCSR_HighestLowest1606_TCSR_IndustryRanges

Here are some additional highlights from the 2016 Temkin Customer Service Ratings:

  • USAA for banking and USAA for insurance both outperformed their average industry scores by 16 percentage points—the most of any companies. Seven other companies scored at least 13 points above their industry averages: Alabama Power Company, Georgia Power, USAA for credit cards, True Value, Amazon (Kindle), Holiday Inn Express, and Florida Power & Light.
  • GM, Motel 6, and HSBC for credit cards each fell 20 or more points below their respective industry averages. Six other companies scored at least 15 points below their industry averages: Days Inn, Spirit Airlines, Comcast, Dollar, Vons, and Chrysler.
  • Six industries improved their average score between 2015 and 2016, while 14 declined. The average score of wireless carriers increased the most in the past year, while retailers’ and auto dealers’ averages declined the most.
  • Of the companies we evaluated in both 2015 and 2016, True Value improved its score the most, increasing by an astonishing 20 percentage points. Edward Jones, Blackboard, Cox Communications, La Quinta Inn, and Holiday Inn Express also improved their scores by 10 or more percentage points in the past year. GM and Home Depot were the only two companies whose scores dropped by 15 points or more in the past year.

1606_TCSR_IndustryLeadersLaggards 1606_TCSR_GainersLosers 1606_TCSR_IndustryChanges
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 2016. 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.

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