The Companies With the Best (and Worst) Customer Service Ratings

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by Ayaz Nanji

USAA has earned the highest customer service ratings from US consumers for the second year in a row, according to a recent report from Temkin Ratings.

The company’s banking operations took the top spot and its insurance business tied with Amazon for second place in the rankings. The rest of the top 10 companies with the highest customer service ratings are Chick-fil-A, Publix, H-E-B, USAA (credit cards), credit union, Starbucks, and Costco.

Comcast had the lowest customer service scores for both its Internet service and TV service businesses. The rest of the companies in the bottom 10 are Highmark, Time Warner Cable, Coventry Health Care, Charter Communications, Verizon, HSBC, US Airways, and Qwest.

The report was based on feedback from 10,000 US consumers who rated 233 organizations across 19 industries on the quality of their customer service. Each company was assigned a score by taking the percentage of consumers who rated the organization’s customer service with a 6 or 7 (very satisfied, satisfied) and subtracting the percentage who responded with 1, 2, or 3.

Below, additional key findings from the report.

Top Gainers and Losers

  • The average company improved its customer service rating by two percentage points between 2013 and 2014, with the ratings of 31 companies increasing 10 or more points.
  • The companies with the most improvement over last year’s ratings were Humana, Cox Communications, Morgan Stanley Smith Barney, Apple Store, TD Ameritrade, American Family, KFC, Hyundai, and Food Lion.
  • The customer service rating of four companies fell more than 14 points between 2013 and 2014: Coventry Health Care, ACE Hardware, Staples, and Fifth Third.

Performance by Industry

  • Led by investment firms, credit card issuers, and insurance carriers, 14 of the 19 industries examined earned higher average ratings in 2014 than in 2013.
  • Internet service providers, TV service providers, and health plans earned 11 out of the bottom 13 positions in the ratings.

About the research: The report was based on feedback from 10,000 US consumers who rated 233 organizations across 19 industries on the quality of their customer service.