The America’s Best Customer Service 2019 ranking has been identified in an independent survey from a vast sample of more than 20,000 U.S. customers who have either made a purchase, used a service or gathered information about a product or service in the last three years. Each customer gave their evaluation of several brands: in total 132,954 evaluations have been collected.
The survey was conducted on retailers and service providers from 141 categories, providing a broad-spectrum of customer experiences: traditional retail, online as well as service segments. For each category, the most relevant players have been added to the long list according to their reputation, turnover or market share.
Evaluation Criteria and Analysis:
The evaluation was based on the Net Promoter Score* (50% of the final score) and five evaluation criteria (also 50% of the final score):
1. Quality of communication: measures whether the contact (via e-mail, telephone or face to face) was friendly or polite.
2. Technical competence: measures the quality of information received and whether questions were answered correctly and in sufficient detail.
3. Range of services: measures whether one’s personal expectations and requirements were fulfilled.
4. Customer focus: measures whether a personal concern/requirement was addressed with a tailored/specific solution.
5. Accessibility: measures the availability of customer service in a shop or on a helpline.
The top 3 brands receiving the highest scores for their category were awarded as America’s Best Customer Service 2019.
*Net Promoter, NPS et Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
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