We asked more than 4,500 US consumers about their satisfaction with experiences across 12 different industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers. Our analysis looked at phone, store/branch, and Web interactions.
I’ll start with some highlights of consumer feedback on phone interactions. The analysis looked at satisfaction rates at an industry level and changes from last year’s results, examined satisfaction for individual companies, and compared responses across generations of consumers.
- Highest industry satisfaction: Insurance providers (84%)
- Lowest industry satisfaction: TV service providers (60%)
- Most improved industry: Retailers (improved 3%)
- Least improved industry: TV service providers (declined 6%)
- Highest company satisfaction: USAA (93%), credit unions (92%), and Amazon.com (91%)
- Lowest company satisfaction: Charter Communications- TV (47%), Comcast- TV (54%), Time Warner Cable (54%), Aetna (54%), Comcast- ISP (55%), HSBC (55%), Sprint (58%), and Dish Network (59%)
- Most satisfied generation: Seniors were most satisfied for nine of the industries
- Least satisfied generation: Gen Yers were least satisfied for eight of the industries
- Largest generation gap: Airlines (Older Boomers at 81% versus Gen Y at 62%)
The bottom line: What’s it like when customers call you?