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'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.

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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