August 21, 2013 Leave a comment
We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms).
Here are some company highlights:
- USAA earned the top two spots for its insurance and banking businesses. Other companies at the top of the ratings are credit unions, Ace Hardware, Charles Schwab, Dollar Tree, Chick-fil-A, Sonic Drive-In, Hy-Vee, Costco, Trader Joe’s, Advantage, Publix, and H.E.B.
- TV service providers and Internet service providers earned nine out of bottom 10 spots in the ratings.
- For the second straight year, Charter Communications took the bottom spot. The rest of the firms in the bottom five are Time Warner Cable, Cox Communications, Optimum (i/o), and CareFirst.
- The following companies earned ratings that were 15 or more points above their industry averages: USAA (insurance and banking), Alaska Airlines, credit unions, Advantage, Kaiser Permanente, TriCare, Charles Schwab, and Bright House Networks.
- Five companies earned ratings that were 15 or more points below their industry averages: Apple Stores, US Airways, RadioShack, HSBC, and 21st Century.
- Twenty-three percent of companies earned “strong” or “very strong” ratings, while 37% earned “weak” or “very weak” ratings.
Temkin Group also examined year-over-year results for the 171 companies that were in both the 2012 and 2013 Temkin Customer Service Ratings and found that:
- Forty-four percent of companies improved their ratings while 47% experienced a decline.
- Twenty companies showed double-digit increases, led by: Citibank (banking and credit cards), U.S. Bank, Hyundai, Nissan, Old Navy, Charles Schwab, Continental Airlines, and Piggly-Wiggly.
- Eleven companies showed double-digit decreases, led by: LG, Giant Eagle, Toshiba, Cox Communications, ING Direct, and Budget.
Here are some industry highlights:
- Grocery chains, retailers, and fast food chains earned the highest average Temkin Customer Service Ratings, while TV service providers, Internet service providers, wireless carriers, and health plans earned the lowest ratings.
- On average, credit card issuers, banks and fast food restaurants improved the most while appliance makers, TV service providers and investment firms declined the most.
Calculating the Temkin Customer Service Ratings
During January 2013, Temkin Group asked 10,000 U.S. consumers to identify the companies that they had interacted with on their websites during the previous 60 days. These consumers were asked the following question:
Thinking back to your most recent customer service interaction with these companies,
how satisfied were you with the experience?
Responses from 1= “very dissatisfied” to 7= “very satisfied”
For all companies with 100 or more consumer responses, we calculated the “net satisfaction” score. The Temkin Customer Service Ratings are calculated by taking the percentage of consumers that selected either “6” or “7” and subtracting the percentage of consumers that selected either “1,” “2,” or “3.”
To see all of the companies in the Temkin Customer Service Ratings as ell as all of our other Temkin Ratings and sort through the results, visit the Temkin Ratings website
The bottom line: TV service providers deliver terrible customer service