America’s Best-In-State Customer Service 2020 were chosen based on an independent survey of more than 20,000 U.S. customers from the 20 observed States who have either made purchases, used services, or gathered information about products or services in the past three years. Customers evaluated several brands: in total over 170,000 evaluations were collected.
The aim of the survey was to recognize brands with superior customer service on a local level that is closer to the everyday lives of the customers.
The survey was conducted on retailers and service providers in up to 50 different categories in the 20 largest States in the USA ( by population size, providing results for a broad spectrum of customer experiences in traditional retail and service segments. For each category, the most relevant brands were included in the scope of the survey according to reputation, turnover or market share.
The States in the scope of the survey were: Arizona, California, Florida, Georgia, Illinois, Indiana, Maryland, Massachusetts , Michigan, Missouri, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Texas, Virginia, Washington and Wisconsin.
In total the survey took an average of 10-12 minutes to complete and the field period ran from February to April 2020.
The final assessment and rankings were 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. Professional competence: measures the quality of information received and whether questions were answered correctly and in sufficient detail.
3. Range of services: measures the variety of solutions available.
4. Customer focus: measures whether a personal concern/requirement was addressed and individual feels acknowledged or important.
5. Accessibility: measures the availability of customer service in a shop or on a helpline.
The top 3 brands receiving the highest scores in each category were awarded as America’s Best-In-State Customer Service 2020.
For further information on the methodology please click here.
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