Retailers Proven Kings of Customer Service

A report by Temkin Group —based on a survey of 6,000 U.S. consumers who had recent interactions with 143 large U.S. companies—found that Amazon.comKohl’s and Costco came out on top of the ratings in which only 24 companies (or 16% of the total) received a “good” or “excellent” mark. Other findings include:

• Retailers take 15 of the top 20 spots in the ratings. The only non-retailers represented on the top 20 list are three major hotel chains ( MarriotHyatt, and Courtyard By Marriott), one bank ( Regions) and an insurance company ( USAA).

• Anthem and CIGNA are two of the seven health plans that ended up in the bottom 13 companies in the ratings.

• Three companies rate at least 10 points higher than the average in their industry: TriCare, USAA and Regions. Radio Shack and Motel 6 ended up the farthest below their industry average scores.

Source: Temkin Group