Web Satisfaction Snapshot: USAA And Schwab Top The List

This is the final post looking at US consumer satisfaction across nine different industries: banks, credit card providers, health plans, insurance firms, Internet service providers, investment firms, retailers, TV service providers, and wireless carriers. Today I’ll look at Web interactions.

Satisfaction With Web Interactions

Here are some highlights:

  • Credit card issuers and investment firms had the highest satifaction rates (84%)
  • Health plans had the lowest satisfaction rates (68%)
  • USAA, Charles Schwab, Old Navy, and Amazon.com led the pack with satisfaction rates of 90% or more
  • Comcast, Aetna, and Charter Communications fell to the bottom with satisfaction rates of 65% or less

The bottom line: Given the rising costs of healthcare, doesn’t it make sense to improve the low cost online channel?

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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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