Kudos To Customer Service Leaders

The annual Customer Service Week starts today and goes through Friday (10/7). Given the occasion, it seems like a good opportunity to acknowledge some of the better performers in our 2011 Temkin Customer Service Ratings, which ranks 129 large companies across 12 industries.

First of all, kudos to the top 25 companies in the ratings. led by USAA, Edward Jones, Courtyard by Marriott, and Sam’s Club:

But, overall, companies aren’t very good at customer service and there is a wide difference across industries…

…so I want to give a shout out to companies that most outperformed their industry averages. Led by USAA, Southwest Airlines, Discover, American Express, and Edward Jones here are the top 25:

The bottom line: Happy customer service week!

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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