Companies with the worst rated customer service in the U.S. 2017

Comcast, the telecommunications conglomerate, was voted the worst rated company for customer service in the United States, receiving the largest share of negative responses with 25.6 percent as of August 2017. The cable industry also had the highest churn rate. A high churn rate means that customers leave at the end of their contract with the business/supplier they have signed with, because they are not satisfied with the company’s performance during that time period.


Customer service in the U.S.

Good customer service is imperative for a company to do well and keep their customers. In 2018, 62 percent of customers in the United States have contacted customer service in the past month, while 44 percent of customers reported that they stopped doing business with a company as a result of poor customer service. This indicates that poor customer service is a significant deal breaker for a large part of consumers. The most used method to contact customer service is through voice channels, with 34 percent of respondents mentioning it as their preferred method.

Chatbots

Another tool used in customer service is chatbots. Chatbots are artificial intelligence used to respond via online messaging and replacing the human factor. If customers had accessibility to effective chatbots, they would have a variety of benefits. However, 64 percent of respondents say they expect to enjoy 24-hour service the most. On the other hand, 43 percent of respondents said that they would stop using a chatbot if they could deal with a real-life assistant. Additionally, 51 percent of customers reported that their number one dislike of using chatbots was that it kept them from using a live person.

Companies which received the highest share of negative responses to their customer service in the United States in 2017

Exclusive Premium statistic

You need a Single Account for unlimited access.

  • Full access to 1m statistics

  • Incl. source references

  • Available to download in PNG, PDF, XLS format

Single Account

only $59 / month *
*Duration: 12 months, billed annually, single license

Access to this and all other statistics on 80,000 topics from

$708 / Year

Show detailed source information?
Register for free
Already a member?
Log in
Source

Release date

August 2017

Region

United States

Survey time period

as of August 2017

Number of respondents

1,500 respondents

Age group

8-19 years

Method of interview

Online survey

Supplementary notes

Respondents were asked to rate customer service at 151 of the best-known companies in the United States. Seventeen industries are represented in the study. Companies required a minimum of 500 valid responses to be included. Respondents were asked to evaluate customer service quality as “excellent,” “good,” “fair,” or “poor.” Companies are ranked by those which received the highest percentage of poor votes.

Statista Accounts: Access All Statistics. Starting from $708 / Year
Basic Account
Get to know the platform

You only have access to basic statistics.
This statistic is not included in your account!

Single Account
Your perfect start with Statista
  • Instant access to 1m statistics
  • Download in XLS, PDF & PNG format
  • Detailed references

$59 / Month *

Corporate Account
Full access

Corporate solution including all features.

* All products require an annual contract.
   Prices do not include sales tax.

Statistics on "Call centers in the U.S."

Statista Accounts: Access All Statistics. Starting from $708 / Year
Learn more about how Statista can support your business.