We just published a new Temkin Group report, 2011 Temkin Customer Service Ratings.
Companies are recognizing that customer service is more than a cost-center; it’s often a critical moment of truth that drives customer loyalty. But how effective are companies at delivering good customer service experiences?
Here’s the executive summary:
USAA and Edward Jones took the top spots in the 2011 Temkin Customer Service Ratings. We asked 6,000 US consumers to rate their recent customer service experience. This data allowed us to rate 129 companies across 12 industries. Only 12 of those companies received a “strong” customer service rating. Retailers, hotel chains, and investment firms have the highest average rating, while Internet and TV Service Providers are squarely at the bottom of the ratings. To improve customer service, companies should look at the experience holistically, using Temkin Group’s SLICE-B methodology.
First of all, kudos to the top 10 firms in the ratings:
1. USAA (insurance)
2. Edward Jones (investments)
3. Courtyard By Marriott (hotels)
3. Sam’s Club (retail)
5. Kohl’s (retail)
5. Lowe’s (retail)
5. Marriott (hotels)
8. BJ’s Wholesale Club (retail)
8. Costco (retail)
8. Hyatt (hotels)
Here are the results across industries:
The report also looks at how companies perform relative to these industry averages. In that analysis, we find that USAA and Southwest Airlines are the most ahead of their industries while RadioShack and HSBC are the farthest behind.
If you want to get access to all of the data in this ratings, check out the Temkin Ratings website