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

Temkin Group 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 industries. USAA 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. Purchase Read More …

USAA and Publix Top 2016 Temkin Customer Service Ratings

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see .pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file) ***See how your company can reference these results or display a badge for top 10% and industry leaders*** USAA earned the top spot this year for its banking business with a 74% rating, and Publix came in a close second with a Read More …

The Emotional Decline From New Purchase To Customer Service

How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below: Across all industries, purchasing provides a more positive emotional response than customer service. The gap in Temkin Emotion Ratings goes from 11 points (health plans) to 49 points (TV/Internet service). New car purchases earn the highest Temkin Emotion Ratings. Customer service interactions with TV/Internet service providers earn (by far) the worst emotion ratings (6%). The next worst emotional experience–health plan customer service Read More …

Congrats to Customer Service Leaders: USAA and Chick-fil-A

Since today is the final day of Customer Service Week, I want to give a shout out to the leaders in the 2015 Temkin Customer Service Ratings: USAA, Chick-fil-A, credit unions, Aldi, Trader Joe’s, Publix, Panera Bread, and H-E-B. Here are the top and bottom scoring organizations. As you can see in this portion of our recent infographic, customer service plays a hugely valuable role in recovering after a bad experience. Also, since we just celebrated Customer Experience Day, I want to include a quote from Amazon CEO Jeff Bezos that explains how CX and CS relate to each other: Internally, customer Read More …

USAA Tops 2015 Temkin Customer Service Ratings

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings, which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 organizations across 20 industries (see .pdf with full list). You can see all of the company data on the Temkin Ratings website. Download dataset for $295 (download sample file) ***See how your company can reference these results or display a badge for top 10% and industry leaders*** USAA earned the top spot for its banking business, followed by Chick-fil-A in the second spot. USAA was also in the top 12 with its insurance and credit card businesses, along with credit unions, Aldi, Read More …

Comcast (and Telcos) Must Improve Horrific Customer Service

When Ryan Block tried to cancel his Comcast service, he ran into a customer interaction from hell. The call was so bad that he recorded part of it and posted it online. The insanity of the conversation has driven it viral. My take: I don’t think that the problem is a mis-trained rep, which is what Comcast claimed in its official response. Block is one of many, many people who have suffered through painful interactions with Comcast. The company “earned” the bottom two spots in the 2014 Temkin Customer Service Ratings, falling well below 231 other organizations. This type of pervasive problem stems from systemic issues, Read More …

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. Download dataset for $295 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 Read More …

Debunking Businessweek’s Analysis of Customer Service

I’ve received many, many emails asling me to respond to an article in Businessweek “Proof That It Pays to Be America’s Most-Hated Companies,” The article analyzes the relationship between stock prices and customer satisfaction scores (from the American Customer Satisfaction Index). The article states that customer service is irrelevant or maybe even negatively influences business results. Here’s an excerpt: “…there’s no statistical relationship between customer-service scores and stock-market returns. Your contempt really, truly doesn’t matter to these companies, with no influence on the bottom line. If anything, it might hurt company profits to spend money making customers happy.” My take: Read More …

Congratulations to Customer Service Industry Leaders

Today is the first day of Customer Service Week, so it’s a great opportunity to once again congratulate the industry leaders in the 2013 Temkin Customer Service Ratings (60% or more is a strong score): Airlines: Alaska Airlines (67%) Appliance maker: Whirlpool, Samsung (51%) Auto dealer: Toyota (62%) Bank: USAA (75%) Computer maker: Apple (57%) Credit card issuer: USAA (63%) Fast food chain: Chick-fil-A (70%) Grocery chain: Hy-Vee, Trader Joe’s (69%) Health plan: Kaiser Permanente, TriCare (59%) Hotel chain: Marriott (65%) Insurance carrier: USAA (76%) Internet service: AOL (47%) Investment firm: Charles Schwab (71%) Parcel delivery: FedEx (58%) Rental car agency: Advantage (68%) Retailer: Ace Hardware (71%) Software firm: Blackboard (56%) TV service: Bright House Networks (46%) Wireless carrier: Virgin Mobile (46%) I Read More …

USAA On Top of 2013 Temkin Customer Service Ratings

We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for $295 Company Results Here are some company highlights: USAA earned the top two spots for its insurance and banking businesses. Other companies at the top of the ratings are credit unions, Ace Hardware, Charles Schwab, Dollar Tree, Chick-fil-A, Sonic Drive-In, Hy-Vee, Costco, Trader Joe’s, Advantage, Publix, and H.E.B. TV service providers and Internet service providers earned nine out of bottom 10 spots in the ratings. For the second straight year, Charter Communications took the bottom spot. The rest of the firms Read More …

IBM’s Watson Hopes To Be Your Customer Service Agent

IBM’s Watson was a runaway winner on Jeopardy, but that game show victory wasn’t the ultimate goal for Big Blue’s analytical monster. It turns out that IBM is focusing Watson’s power on a new domain, customer service. IBM will be rolling out an “Ask Watson” capability that provides customers with answers across several channels:  Web chats, email, smartphone apps and SMS. Companies will eventually add a voice recognition front-end to Watson, which will allow Watson to answer direct calls. Initial users of the service include Australia’s ANZ Bank, Nielsen, Celcom, IHS, and Royal Bank of Canada. My take: Yes, yes, and yes! Self-help analytics such as Watson will Read More …

Customer Service Drives Sales

This past week was National Customer Service Week. To celebrate, I’ll start by giving kudos again to the leaders in the 2012 Temkin Customer Service Ratings. Publix Hy-Vee Credit unions Chick-fil-A H.E.B Sam’s Club Winn-Dixie ShopRite Aldi Starbucks Giant Eagle JCPenney I also decided to look deeper into our customer service data to examine the relationship between customer service and repurchasing. It turns out that we have data on over 90,000 customer service interactions. As you can see in the chart below, consumers that have a better customer service experience with companies are much, much more likely to buy from them Read More …

2012 Temkin Customer Service Ratings

Temkin Group has just released the 2012…The 2012 Customer Service Ratings covers 174 companies from 18 industries and is based on a survey of 10,000 U.S. consumers in January 2012. Congratulations to the 2012 customer service leaders: 1) Publix 1) Hy-Vee 1) Credit unions 4) Chick-fil-A 5) H.E.B 5) Sam’s Club 7) Winn-Dixie 8) ShopRite 8) Aldi 8) Starbucks 8) Giant Eagle 8) JCPenney At the other end of the spectrum, consumers gave the lowest ratings to Charter Communications, Time Warner Cable, Comcast, Citibank, Qwest, Road Runner, Cigna, and Bank of America. The ratings covers the following industries: Airlines, appliance makers, auto dealers, banks, car rental Read More …

Customer Service And Forgiveness

In honor of the last day of Customer Service Week I did an analysis that cuts across two recent reports, Temkin Customer Service Ratings and Temkin Forgiveness Ratings. The question I explored is what portion of consumers are dissatisfied with customer service and are not willing to forgive that company. That represents a group of very unhappy consumers. Here’s the data: TV service providers, ISPs, and health plans have the most of these very unhappy customers, which shouldn’t surprise too many people. Banks, on the other hand, have fewer of these sulking customers, but they have the highest percentage of customers that aren’t satisfied with customer service who aren’t forgiving. The bottom line: Don’t Read More …