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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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