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.
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?