2011 Temkin Customer Service Ratings
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.