In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How easy is it to work with this firm?”
For our analysis, we take the percentage of consumers that say the company was easy to work with and subtract the percentage that say the company was difficult to work with. Using this net score, we ranked 113 companies. Here are the top 25 firms from last year’s rankings:
We just got the data back from our 2009 survey, so I am about to start the analysis for this year’s Customer Experience Index rankings. Look for the results in early December.
The bottom line: Every company should strive to be easier to work with.