Special Report
Americans are Happiest with the Customer Service from These Companies
Published:
We’ve all experienced it. You call customer service only to spend 40 minutes on the phone plodding through a cascade of robotic messages instructing you to press this or that number, often interrupted by periods of anodyne “hold music” interspersed with reminders that your call is “important,” and that you will be served by the next available representative. In the worst case scenario, your call mysteriously disconnects, forcing you to go through the whole process again.
Then there’s poor face-to-face customer service — dealing with a salesperson who offers little or no guidance and can’t seem to answer simple questions, or simply ignores customers as they wander around the store. Even reaching out for assistance on Twitter all too often feels like an exercise in futility. (Poor customer service is one of the reasons these are America’s worst retailers.)
However you connect with them, all too many companies just don’t seem to do customer service right — and it costs them dearly. An estimate in 2018 by the cloud service company NewVoiceMedia suggested that businesses lose as much as $75 billion annually due to poor customer service. A survey of consumers from the global professional services network PwC the same year found that only 49% of U.S. respondents thought that companies provided good customer service — though 65% considered it more important than advertising in building brand loyalty.
Click: Americans are happiest with the customer service from these companies.
Some companies, though, do get it right. 24/7 Wall St. has assembled a list of those whose customer service Americans are the happiest with. Customer satisfaction scores for 2020, the percentage of change in scores from 2019, and the industry category of each company come from the American Customer Satisfaction Index. It’s interesting to note that almost all of the top-rated companies show at least a small decline in customer satisfaction from 2019. The Index doesn’t comment on these decreases, but they are perhaps due in part to the stress on businesses caused by the pandemic. (These are American brands that went bankrupt during COVID.)
47. Disney+
> 2020 score: 80
> % change from 2019: No data available
> Industry: Video streaming service
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46. Nike
> 2020 score: 80
> % change from 2019: No data available
> Industry: Specialty retail stores
45. Hobby Lobby
> 2020 score: 80
> % change from 2019: No data available
> Industry: Specialty retail stores
44. Marriott
> 2020 score: 80
> % change from 2019: -5%
> Industry: Hotels
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43. Procter & Gamble
> 2020 score: 80
> % change from 2019: -4.8%
> Industry: Personal care and cleaning products
42. Anheuser-Busch InBev
> 2020 score: 80
> % change from 2019: -4.8%
> Industry: Breweries
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41. Texas Roadhouse
> 2020 score: 80
> % change from 2019: -3.6%
> Industry: Full-service restaurants
40. Aldi
> 2020 score: 80
> % change from 2019: -3.6%
> Industry: Supermarkets
39. Mercedes-Benz
> 2020 score: 80
> % change from 2019: -3.6%
> Industry: Automobiles and light vehicles
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38. FedEx
> 2020 score: 80
> % change from 2019: -2.5%
> Industry: Consumer shipping
37. LG
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Household appliances
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36. Etsy
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Internet retail
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35. Audi (Volkswagen)
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Automobiles and light vehicles
34. Colgate-Palmolive
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Personal care and cleaning products
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33. Cadillac (GM)
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Automobiles and light vehicles
32. Newegg
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Internet retail
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31. Costco
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Internet retail
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30. Toyota
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Automobiles and light vehicles
29. GE Appliances (Haier)
> 2020 score: 80
> % change from 2019: 0%
> Industry: Household appliances
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28. Sam’s Club (Walmart)
> 2020 score: 80
> % change from 2019: 0%
> Industry: Supermarkets
27. Sephora
> 2020 score: 80
> % change from 2019: 0%
> Industry: Specialty retail stores
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26. Ram (Fiat Chrysler)
> 2020 score: 80
> % change from 2019: 0%
> Industry: Automobiles and light vehicles
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25. Chipotle Mexican Grill
> 2020 score: 80
> % change from 2019: 0%
> Industry: Limited-service restaurants
24. Nordstrom
> 2020 score: 80
> % change from 2019: 1.3%
> Industry: Department and discount stores
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23. Hershey
> 2020 score: 81
> % change from 2019: -3.6%
> Industry: Food manufacturing
22. Dole
> 2020 score: 81
> % change from 2019: -2.4%
> Industry: Food manufacturing
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21. Costco
> 2020 score: 81
> % change from 2019: -2.4%
> Industry: Department and discount stores
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20. PepsiCo
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Soft drinks
19. Mars
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Food manufacturing
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18. Keurig Dr Pepper
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Soft drinks
17. L Brands
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Specialty retail stores
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16. Nordstrom
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Internet retail
15. Clorox
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Personal care and cleaning products
14. Samsung
> 2020 score: 81
> % change from 2019: 0%
> Industry: Cellular telephones
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13. Samsung
> 2020 score: 81
> % change from 2019: 0%
> Industry: Personal computers
12. LongHorn Steakhouse (Darden)
> 2020 score: 81
> % change from 2019: 0%
> Industry: Full-service restaurants
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11. Hilton
> 2020 score: 82
> % change from 2019: -3.7%
> Industry: Hotels
10. Quaker (PepsiCo)
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Food manufacturing
9. H-E-B
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Supermarkets
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8. Wegmans
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Supermarkets
7. Lexus (Toyota)
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Automobiles and light vehicles
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6. Publix
> 2020 score: 82
> % change from 2019: -1.2%
> Industry: Supermarkets
5. Apple
> 2020 score: 82
> % change from 2019: -1.2%
> Industry: Personal computers
4. Costco
> 2020 score: 82
> % change from 2019: -1.2%
> Industry: Supermarkets
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3. Apple
> 2020 score: 82
> % change from 2019: 1.2%
> Industry: Cellular telephones
2. Chick-fil-A
> 2020 score: 84
> % change from 2019: -2.3%
> Industry: Limited-service restaurants
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1. Trader Joe’s
> 2020 score: 84
> % change from 2019: 0%
> Industry: Supermarkets
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