We recently published the 2011 Temkin Customer Service Ratings that examines the customer service of 129 large US companies based on feedback from 6,000 US consumers.  

Only 9% of firms receive "strong" ratings, while 70% are rated as either "weak" or "very weak." Kudos to these top 12 companies for their "strong" customer service ratings:    

1. USAA (insurance)
2. Edward Jones (investments)
3 (tie). Courtyard By Marriott (hotels)
3 (tie). Sam's Club (retail)
5 (tie). Kohl's (retail)
5 (tie). Lowe's (retail)
5 (tie). Marriott (hotels)
8 (tie). BJ's Wholesale Club (retail)
8 (tie). Costco (retail)
8 (tie). Hyatt (hotels)

11 (tie). Walgreens (retail)

11 (tie). Vanguard (investments) 

At the other end of the spectrum, here are the bottom five companies in the ratings:

129. Comcast (TV service)

128. Charter Communications (TV service)

127. Comcast (Internet service)

126. Charter Communications (Internet service)

125. HSBC (Credit cards) 

While it's clear that Comcast and Charter Communications dominate the bottom, the results show that their industries (along with health plans) suffer from an epidemic of bad customer service.

To access data for all firms, visit the Temkin Ratings website. 

• Assessments of customer experience efforts, to identify gaps and opportunities to accelerate your transformation efforts
• Speeches and webinars on a wide range of customer experience and leadership topics
• Interactive workshops for executive teams or other groups to gain alignment around key customer experience principles and priorities or to develop plans in areas such as voice of the customer programs
• Educational curricula to establish and reinforce an understanding of proven customer experience principles across an organization
• Strategy reviews of marketing and product plans for vendors who want to help companies transform their customer experience