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 am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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