10 Best Customer Service Companies for 2011

Consumer insights on top 10 customer service companies

The American Customer Satisfaction Index surveyed customers on a range of retailers, including department and discount stores, health and personal services and online and specialty retailers. The scores are based on 13,000 surveys collected in the fourth quarter of 2011.  Click here for the results.

Here are the top 10 along with their rating and change versus 2010:

  1. Amazon = 86, down 1 percentage point
  2. Newegg = 85, up 1
  3. Nordstrom = 84, up 2
  4. Publix = 84, no change
  5. Costco = 83, up 1
  6. Overstock = 83, up 1
  7. J.C. Penney = 82, up 2
  8. Kohl’s = 81, no change
  9. Sam’s Club = 81, up 3
  10. eBay = 81, no change

There is a three-way tie for the leading internet brokerage with Charles Schwab, E*Trade and Fidelity all coming in at 79.

The leading internet travel company is Travelocity at 79.

Do you find any of these results surprising based on your experience?



About Insights From Analytics

Integrated marketing professional who generates insights from analytics to increase revenue. Daily blog now resides at www.insightsfromanalytics.com/blog.
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