NEW YORK — Which companies have the best and worst customer service? 24/7 Wall St. collaborated with research survey group Zogby Analytics and polled 1,500 adults about the quality of customer service at 151 of America's best-known companies. 24/7 identified companies that truly stand out for their positive, and sometimes negative, customer experiences. Click here for the full article.
E-commerce company Amazon tops the list yet again — for the seventh year in a row. Phone and electronic device manufacturers Apple, Samsung, and Sony; restaurants Chick-fil-A and Starbucks; and mail carriers FedEx and UPS also made the Hall of Fame this year. Hospitality companies Hilton and Marriott as well as Internet companies YouTube, Netflix, and Google also made the list.
The 15 companies with the highest share of poor ratings make up the Customer Service Hall of Shame; those with the most excellent ratings make up 24/7's Customer Service Hall Fame.
- Sprint Nextel
- Time Warner Cable
- Bank of America
- Dish Network
- AT&T U-verse
- Wells Fargo
- Verizon Communications
- Wal-Mart (Department and Discount Stores)
- Samsung Electronics
- American Express
- Victoria's Secret
24/7 Wall St. commissioned Zogby Analytics to conduct an online national survey of more than 1,500 randomly chosen respondents to rate customer service at 151 of the best-known companies in the country. Seventeen industries are represented in the study.
Respondents were asked to evaluate customer service quality as "excellent," "good," "fair," or "poor." Of the 151 companies, 112 had at least 500 valid responses. We did not consider companies with fewer valid responses.
When a company with multiple divisions scored as one of the best or worst for customer satisfaction, we listed the company only once in our rank.
The 15 companies with the highest percentage of "poor" responses represent our Customer Service Hall of Shame. Using the same methodology, the 15 companies with the highest percentage of "excellent" responses became our Customer Service Hall of Fame. This is the third year 24/7 Wall St. has conducted this study.