In-Person Satisfaction Snapshot- Costco, Barnes & Noble, and Marriott Top The List

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.

Satisfaction with Store Interactions

Here are some highlights of consumer feedback on in-person 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: Retailers (88%)
  • Lowest industry satisfaction: Heath plans (69%) and TV service providers (69%)
  • Most improved industry: Credit card providers (improved 6%)
  • Least improved industry: Internet service providers (declined 7%) and health plans (declined 7%)
  • Highest company satisfaction: Costco (94%), Barnes & Noble (94%), Marriott (94%), Old Navy (93%), credit unions (93%), and Sam’s Club (93%) 
  • Lowest company satisfaction: Time Warner Cable (61%), Road Runner (63%), Sprint (64%), and Comcast (66%)
  • Most satisfied generation: Seniors and Gen Y were most satisfied for four of the industries
  • Least satisfied generation: Gen Yers were least satisfied for six of the industries
  • Largest generation gap: Banks (Gen Y at 86% versus Younger Boomers at 68%)

The bottom line: What’s it like when customers come to see you?

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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