News

USAA, Amazon.com top annual customer service ratings by Temkin Group

May 21, 2014

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 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," said 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.