Phone Satisfaction Snapshot: USAA And The Hartford Top The List

We asked nearly 5,000 US consumers about their satisfaction with experiences across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Our analysis looked at phone, store/branch, and Web interactions. I’ll take a look at each channel over the next three days.

Satisfaction With Phone Interactions

I’ll start with some highlights of consumer feedback on phone interactions:

  • Investment firms (84%) and insurers (83%) had the highest satisfaction rates
  • TV service providers (66%), health plans (67%), and Internet service providers (67%) had the lowest satisfaction rates
  • USAA, The Hartford, and Charles Schwab led the pack with satisfaction rates of 90% or more
  • Charter Communications, Medicaid, and Sprint fell to the bottom with satisfaction rates of 60% or less
  • More than one-third of the firms had satisfaction rates less than 70%

The bottom line: What’s it like on the other end of your 1-800 number?

Written by 

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 leading-edge XM 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.

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