Feb. 28, 2013
Based on a study of 10,000 U.S consumers, the Temkin Experience Ratings released the top 12 companies for customer service. The survey included 246 companies across 19 industries.
Based on the results, Chick-fil-A, Dunkin' Donuts, Sonic Drive-In and Little Caesars received spots in the top 12, alongside the two highest companies — Publix and Trader Joe's — as well as Aldi, Amazon.com, Sam's Club, H.E.B., Save-a-Lot and Ace Hardware.
The five lowest scoring organizations were US Airways, Time Warner Cable, Days Inn, Empire BCBS and 21st Century.
In this year's ratings, 37 percent of companies earned "good" or "excellent" scores, while 28 percent are rated as "poor" or "very poor." Companies with at least a "good" rating grew by 9 percentage points since 2012 and by 21 points since 2011.
Hardee's was listed among the companies that made the largest improvement over 2012.
"It's wonderful to see that customer experience is improving, although many companies still have a long way to go," states Bruce Temkin, managing partner of Temkin Group.
The Temkin Experience Ratings evaluates three areas of customer experience: 1. Functional: Can customers do what they want to do? 2. Accessible: How easy is it to work with the company? and 3. Emotional: How do consumers feel about their interactions?
Read more about customer service/experience.