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.
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?