USAA and Amazon Top 2014 Temkin Customer Service Ratings

We just published the 2014 Temkin Customer Service Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 233 organizations across 19 industries.

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For the second year in a row, USAA earned the highest score in the Temkin Customer Service Ratings. USAA’s banking business took the top spot and the company’s insurance business tied with Amazon for second place in the ratings. Rounding out the top 12 companies in the ratings are Chick-fil-A, Publix, H-E-B, USAA (credit cards), credit unions, Starbucks, Costco, QVC, and Trader Joe’s.

The prize for the worst customer service goes to Comcast, which earned the lowest two scores in the ratings for its Internet service and TV service businesses. As a clear sign of collective customer neglect, Internet service providers, TV service providers, and health plans earned 11 out of the bottom 13 positions in the ratings.

The remaining companies with the lowest Temkin Customer Service Ratings are Highmark (BCBS), Time Warner Cable (TV service and Internet service), Coventry Health Care, Charter Communications (TV service), Verizon (Internet service), HSBC (credit cards), US Airways, Qwest (Internet service), Cablevision (Internet service), CareFirst (BCBS).

1405_TCSR_HighLow3

Here’s how the industries compare with each other:

1405_TCSR_Industry

The 2014 Temkin Customer Service Ratings shows that companies have made improvements in customer service between 2013 and 2014. Led by investment firms, credit card issuers, and insurance carriers, 14 of the 19 industries earned higher average ratings in 2014 than they did in 2013.

The average company improved by 2 percentage-points between 2013 and 2014, with 31 companies increasing by 10 or more points. The companies with the most improvement over last year’s ratings are Humana, Cox Communications, Morgan Stanley Smith Barney, Apple Store, TD Ameritrade, American Family, KFC, Hyundai, and Food Lion.

Four companies saw their Temkin Customer Service Ratings fall by more than 14 points between 2013 and 2014: Coventry Health Care, ACE Hardware, Staples, and Fifth Third.

1405_TCSR_GainersLosers

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

Temkin Customer Service Ratings are based on asking consumers the following question about companies with whom they’ve had a customer service interaction during the previous 60 days: “Thinking back to your most recent customer service interaction with these companies, how satisfied were you with the experience?” Potential responses range from 1= “very dissatisfied” to 7= “very satisfied.” Temkin Customer Service Ratings are calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who respond with 1, 2, or 3.

Download dataset for $295

Temkin Ratings website
You can view a sortable list of results from the Temkin Customer Service Ratings as well as other ratings on the Temkin Ratings website.

 

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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