7/9/2012 4:20 PM ET|
The complete company rankings
Here's a look at the methodology and full results of the MSN Money-JZ Analytics customer service survey for 2012.
MSN Money asked JZ Analytics to conduct an online national survey in which 1,500 randomly chosen respondents rated customer service at 150 companies from 15 industries. The response choices were "excellent," "good," "fair," "poor," "I haven't had an interaction with this company's customer service" and "not sure." The poll was conducted from June 15-18 and has an overall margin of error of plus or minus 2.6 percentage points.
We used several criteria in choosing the companies, including those with the largest sales in such customer-facing industries as retail, hotels and restaurants. We also reviewed the lists from the previous five years to ensure that the survey would reflect how companies are doing over time. In addition, we went back over the comments we received from readers on previous surveys to make sure we hadn't overlooked companies that were notorious for bad service but not quite large enough to make this year's initial list. Then we revised the list to reflect name changes, ownership turnover and sales trends.
Once JZ Analytics compiled its results, we eliminated the responses "not familiar" and "not sure" from the tallies to focus attention on the responses from customers who were familiar with the companies and expressed opinions about them.
The final cut for our list eliminated companies that had fewer than 500 responses that met the aforementioned criteria. That level of response corresponds to what JZ Analytics considers a sample size with a margin of error of plus or minus 5 percentage points. That left 101 ranked companies on the list below.
The 10 companies with the highest percentage of "poor" rankings became our Hall of Shame. Using the same methodology, the 10 with the highest percentage of "excellent" rankings became our Hall of Fame.
One trend that held from past years: Banking, credit card and cable companies continue to fill most slots in the Hall of Shame. Sorted by industry average, these three drew the highest percentages of "poor" ratings for customer service in our poll. Delivery, online and specialty retail drew the highest percentages of "excellent" ratings.
"What strikes me is that the same industries -- banks, credit cards, cable -- seem to show up in the hall of shame every year. Particularly financials. Is there something about these industries that causes that, perhaps (inconvenience or complexity) that it's harder to walk away?" said John Zogby, JZ Analytics senior analyst and founder of the Zogby Poll. "Retail does fairly well, likely because if you have a bad experience, you just don't go back."
Here's a look at the best and worst industries for customer service in our survey:
|Hall of Shame industries||% Poor|
|Hall of Shame industries||% Excellent|
Below is the complete list of companies and survey responses. Clicking on "Excellent," Good," "Fair" or "Poor" sorts the chart by that response. Clicking on "Company" returns you to the alphabetical list.
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Dish Network has always been courteous and helpful. They will stay on the phone with you until a problem is resolved. They never act like I'm a bother to them. AT&T on the other hand is hands down the worst company I have ever dealt with! 1st of all, just try to talk to a live person, and then hope that person speaks English. Then, if that happens, I get disconnected or have a terrible connection! This with communication giant!
I think if I have to stay on a phone on hold for over 3 hours before talking to a human is poor custmer service and dicect tv is the worst I cancelled , or so I thought the NFL ticket they said no you didnt say cancell you said you wanted to get rid of it REALLY and if your service goes out good luck trying to get it fixed
For example,.I am a DISH Authorized retailer, and new customers get free equipment, installation, etc. - it's a part of competitive retailing to obtain new customers. DirecTV does it, everyone gives "special" perks for new customers.
When an existing customer (who got whatever the current "deal" was when they signed up as a new customer) wants the current '"freebie" that new customers get, they complain that the service is lousy because they didn't' get what they wanted.
I'm not defending DISH here or claiming they are better than they are rated,just explaining why these customer service ratings can be overrated sometimes.
The bottom line is - good customer service in my mind is someone who is sympathetic to your situation and does what he/she can to solve your problem, and if they can';t then give a clear, acceptable explanation of why they couldn't do what you have requested'
I live in a rural, multicultural area and don't mind someone with an accent picking up. I can still, in a moment tell if they are American. They show interest and enthusiasm. We all have a way of understanding each other. I miss that when calling Citi, or B of A. etc.
All mayor mobile companies are in the top worst list. Why?
Time to some government agencies to help us with the small letters contracts.
As far as banks go, I have found that my local bank is much better than the larger ones, Regonal, and local.
And the tellers seem to be nicer, and know who you are. The big banks seem to rotate them, and they have no clue who you are, and treat you as such.
I have a local bank, and one at Chase. I took advantage of the Chase 125 buck new account deal, and that was a big mistake. But I was hard up for cash. But I can not close it for at least 6 months, or a year, I need to find out. They are bad as far as accounts to people at my income, and make it hard to open a savings account. They want you to open with 300 dollars, and keep it, or they charge you a service fee. My local and a regonal does not do that, and welcomes you open with 25, and add to it, and has no fees. And very friendly.
I also thought that Chase was secure, and I was worried about that when the banks started to fail. Well, looks like I was wrong, at least to a point. They just lost Billions on doing that same thing that got banks in to trouble the last go around. And that bothers me.
They also make is hard for the little guy to invest. They do deal in Stocks, but they want 30 dollars for EACH AND EVERY share. No matter what it cost. Thats crazy!
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