2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Temkin Temkin Customer Service RatingsGroup announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industriesUSAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only excellent rating, while its insurance, and credit card businesses tied with Mercedes-Benz for the second highest rating. Here’s a list of all companies in the ratings.

You can see all of the high-level results on the Temkin Ratings website, or purchase a full dataset.

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Temkin Group Customer Service Ratings

Highlights of the 2017 Temkin Customer Service Ratings include:

  • These companies earned ratings of 15 points or more above their industry averages: AOL, USAA (for it banking, insurance, and credit cards business), Mercedes-Benz, ACE Rent A Car.
  • Days Inn earned a rating that was 22 points below the hotel industry average. Airbnb, Kmart, and Spirit Airlines also fell 15 points or more below their peers.
  • All 19 industries that are in both the 2016 and 2017 ratings increased over the previous year (streaming media is new this year). Four industries had double-digit increases: utilities, rental cars & transport, TV & appliances, auto dealers, and airlines.
  • GMC dealers jumped 42 points between 2016 and 2017, leading these other firms that increased 25 points or more: Fujitsu, Haier, Dollar, Hitachi, ACE Rent A Car. and Volkswagen.
  • Nine companies dropped by five or more points over the previous year: Wells Fargo, Time Warner Cable, Taco Bell, Advance Auto Parts, PetSmart, Virgin Mobile, JCPenney, ShopRite, and Giant Eagle.

Customer Service ratings by industrycustomer service ratings by industry

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(see sample spreadsheet)download temkin customer service ratings

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

One thought on “2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top”

  1. Thanks for sharing Bruce. Great fan of your 5I´s methodology, by the way. Trying to find best practices of call centers handling pension funds. Any ideas?

    Carlos

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