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

Comcast, the television provdider, was voted as the worst rated company for customer service in the United States in 2020, receiving the largest share of negative responses (44 percent). Second in the list came Well Fargo and DIRECTV, with 41 percent of respondents to the survey complaining about poor customer service.


Customer service in the U.S.

Good customer service is imperative for a company to do well and keep their customers. In 2020, 58 percent of customers in the United States have contacted customer service in the past month, while 40 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 43 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 2020

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Source

Release date

October 2020

Region

United States

Survey time period

Septemebr 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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