USAA and Amazon Lead 2014 Temkin Customer Service Ratings


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USAA earned the highest score in the 2014 Temkin Customer Service Ratings, taking the top spot for a second year in a row. USAA’s banking business ranked first and the company’s insurance business tied with Amazon 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 prize for the worst customer service goes to Comcast, which earned the lowest two scores in the ratings for its Internet service and TV service businesses. As a clear sign of collective customer neglect, 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 service 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).

On the positive side, the 2014 Temkin Customer Service Ratings found 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.

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Posted May 29, 2015