5/26/2011 4:47 PM ET|
The complete list of company rankings
Here's a quick look at the methodology and the full results of the MSN Money-IBOPE Zogby International customer-service survey for 2011.
MSN Money asked IBOPE Zogby International to conduct an online national survey in which 3,022 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 in late April.
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 reviewed the lists from the past four years so that the survey would reflect how companies were doing over time. In addition, we went back to 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 juggled our list to reflect name changes, ownership turnovers and the latest sales trends.
Once Zogby reported its results to us, we eliminated the responses "not familiar" and "not sure" from our tallies to focus attention on the responses from customers who were familiar with 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 Zogby considers a sample size with a margin of error of plus or minus 4.5 percentage points. That left 109 ranked companies.
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.
To get a sense of what went into survey respondents' answers, we also asked what aspect of a company's customer service was most important to them. The clear winners: a friendly and knowledgeable staff. Those were the top answers for more than 60% of respondents (see the full list below).
When thinking about a company's customer service, which one of the following features is most important to you?
|Feature||% most important|
|Readily available staff||12.5|
|Service after a sale||12.4|
|Flexible policies for merchandise exchanges/returns||8.0|
|None; product is all that matters||2.6|
|Source: Zogby International|
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Hear hear- Bank of America definitely!!!! I always made my payments on time,paid ahead of time,and was treated like CRAP.
Bank of America gets my vote since they have a choice in whose credit they ruin. After I was offered a settlement on my credit card and paid it exactly one year to the day they claimed I did not pay as promised and even though i showed proof I did (with bank staements) they harassed me then sold my account to two or three collection agencied and placed negative info on my credit report including one year of non payment reports and a write off.
They forgot Chase Bank. I guess they were so bad, they didn't even make the list.
Check out Comcast. My sentiment exactly. I get scared when I have to call them because I know how the conversation will go. They have rude and incompetent staff. No matter what I call about, my next bill is changed due to something I can't explain.
I'm so glad to see others rate AT&T poorly. I would go back to tin cans and string before I would ever use AT&T
Verizon and "WORST" Buy, hands down!!
Verizon needs to figure out that a contractual agreement for $99.00 per month means $99.00 NOT 138.70! I really love the fact that when I call them with a legitimate concern I get to spend an average of 45-60 minutes on hold, after which I get passed around and have to give the EXACT same info to several idiots. Want credit for something? No problem... you "should" see it on your bill in two months. They want their money N.O.W., but have no qualms at all about sitting on yours for a while. Order a new phone or device... if it ever arrives theres only a 50% chance that it will actually be what you ordered (it took me 4 months, 7 attempts, delivery of a $400 phone I didn't even order, a text keypad for one wrong phone and a charger for another before I FINALLY got the battery I needed!!!). Bottom line, as soon as the contract I'm trapped in expires Verizon can go pee up a rope!
Best (WORST) Buy... let's just say that they have no clue what customer service is and let it go at that. They don't stand behind the products they sell. Their exchange policy is basically non-existant ("It's not our responsibility, talk to the manufacturer if you want a replacement"). Screw those big box stores... give me good old hometown service from Mom and Pop ANY day!
Lowes sucks a big green one, too. Went there last night with a list of 11 things. An hour and twenty minutes later I left, frustrated, with only 5 of the things I went in for. I wore out four index fingers pushing the customer service button... the intercom works but apparently the employees are all deaf. Even so, the only thing that 90% of their employees seem to know for sure about the store or it's merchandise is "That's not my department, let me call somebody".
To those who are frustrated with getting customer service from an outsourced place like India or anywhere that you can't understand what is said, you have the right to ask to be transferred to a person in America who speaks English. After being completely frustrated and stressed because the person I was speaking with was speaking English but with such a thick accent that I couldn't understand him (or her), I asked to speak with an American who spoke English and believe it or not, I was POLITELY transferred. I've done this many times, and so far it has worked.
As for the best customer service experiences I've had, QVC, Amazon, and Blair are at the top of my list. Never had a bad experience with them.
my most recent sorry company is Dell Computers - where do these bozos go to work after they leave a sorry company. Whatever is up front ("customer service" or "disservice") represents the entire organization. The best we can do is to not do business with mediocre companies. If we were united, we could drive these idiots out of business. But corporations own us, including the government. The strongest (most diabolical) will squeeze the life out of the middle class - to the last penny and last body. Regardless of one's political persuasion, republicans are out to give big business all of it, and without any regulation - to couple the conservatives' handouts to the rich and corporations with the bottom line profit above all other considerations, one must conclude that capitalism has become rotten to the core. Recall the first Rollerball movie - 'now please stand for our corporate anthem.'
The kindest words I have for big business - big oil, big banks, Wall Street (aka wall stomp), any and all that take government subsidies and still screw over their customers, and for all those obscenely rich CEOs, COOs, CFOs, etc. and the Boards of Directors that compensate them - are expletive deleted.
Customer service should be modeled after Netflex! Excellent!
The absolute worst in my experience was Verizon.I could write a book on their terrible service. Watch out for what they will try and charge you and you really need to record your conversation with them as each one you speak with will tell you something contrary to the person before.
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