USAA and Amazon.com Top Annual Customer Service Ratings by Temkin Group Fourth Annual Temkin Customer Service Ratings Evaluates 233 Companies Across 19 Industries
WABAN, Mass., May 21, 2014 /PRNewswire/ -- Based on a study of 10,000 U.S consumers, USAA's banking business took the top spot in the 2014 Temkin Customer Service Ratings, which rates 233 companies across 19 industries. Amazon.com tied with USAA's insurance business 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 award for providing the worst customer service goes to Comcast, which earned the lowest two scores in the ratings for its Internet service and TV service businesses. Internet service providers, TV service providers, and health plans earned 11 out of the bottom 13 positions in the ratings.
The remaining companies with the lowest Temkin Customer Service Ratings are Highmark (BCBS), Time Warner Cable (TV service and Internet service), Coventry Health Care, Charter Communications (TV service), Verizon (Internet service), HSBC (credit cards), US Airways, Qwest (Internet service), Cablevision (Internet service), CareFirst (BCBS).
"Customer service is a key moment of truth for many companies," states Bruce Temkin, managing partner of Temkin Group. "While some industries are notoriously bad, it's great to see so many companies making improvements."
The 2014 Temkin Customer Service Ratings shows that companies have made improvements in customer service between 2013 and 2014. Led by investment firms, credit card issuers, and insurance carriers, 14 of the 19 industries earned higher average ratings in 2014 than they did in 2013. The average company improved by 2 percentage-points between 2013 and 2014, with 31 companies increasing by 10 or more points. The companies with the most improvement over last year's ratings are Humana, Cox Communications, Morgan Stanley Smith Barney, Apple Store, TD Ameritrade, American Family, KFC, Hyundai, and Food Lion.
Four companies saw their Temkin Customer Service Ratings fall by 15 points or more between 2013 and 2014: Coventry Health Care, ACE Hardware, Staples, and Fifth Third.
In its fourth year of publication, the Temkin Customer Service Ratings examines these 19 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, TV service providers, and wireless carriers.
The 2014 Temkin Customer Service Ratings along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
Detailed datasets for the 2014 Temkin Customer Service Ratings can be downloaded from the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of the very popular blog, Customer Experience Matters. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who delivers content-rich, entertaining keynote addresses. He is also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
Customer experience matters is a registered trademark of Temkin Group.
SOURCE Temkin Group