Companies with the worst rated customer service in the U.S. 2020

Companies which received the highest share of negative responses to their customer service in the United States in 2020

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Release date

October 2020


United States

Survey time period

September 25 to 27, 2020

Number of respondents

1,002 adults

Method of interview

Online survey

Supplementary notes

The source adds the following information "[We] surveyed 1,002 adults in the U.S. about the quality of customer service at 155 of America's best-known companies in 18 industries. [...] airline, auto, banking, 'big box' retailing, cable/satellite TV, credit card industry, delivery service, department store industry, grocery store industry, health insurance, hotel industry, mobile telephone industry, online industry, property insurance, restaurants, retail, technology and the app-based industry.
Respondents were asked to evaluate customer service quality as 'excellent', 'good', 'fair', or 'poor'. For clarity, we combined 'excellent' and 'good' into a positive and 'fair' and 'poor' into a negative rating for customer service."

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