Source: Temkin Group
Notes: TV and internet service providers occupied the lower rungs of the customer service scores, aligning with recent customer satisfaction scores from the ACSI. Comcast had the lowest customer service rating of the 233 companies measured, while USAA took the top spot for the second consecutive year. Amazon – which consistently gets high marks for customer experience – shared the second spot. The average company improved its customer service rating by 2% points this year, with 14 of the 19 industries garnering higher average ratings this year.
Interestingly, two health plans moved in opposite directions: Humana had the biggest service rating increase (18.3% points) from last year, while Coventry Health Care had the largest drop (26.6% points).
About the Data: The Temkin Group data was collected from an online survey of 10,000 US consumers during January 2014.
Temkin Group describes its service ratings as follows:
“Temkin Customer Service Ratings are based on asking consumers the following question about companies with whom they’ve had a customer service interaction during the previous 60 days: “Thinking back to your most recent customer service interaction with these companies, how satisfied were you with the experience?” Potential responses range from 1= “very dissatisfied” to 7= “very satisfied.” Temkin Customer Service Ratings are calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who respond with 1, 2, or 3.”