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USAA, Edward Jones, Courtyard by Marriott, and Samís Club Earn Top Spots in the 2011 Temkin Customer Service Ratings

New Research Based on Feedback from 6,000 U.S. Consumers About 129 Firms Shows That Only 9% of Companies Deliver Strong Customer Service; TV Service Providers, Internet Service Providers and Health Plans Are the Worst

Waban, MA, August 20, 2011 --( A new research report published by Temkin Group, 2011 Temkin Customer Service Ratings, examines the customer service experiences delivered by 129 large US companies. The research is based on a survey of 6,000 US consumers, who rated their recent customer service interactions with companies across 12 industries. Only 12 companies earned “strong” ratings while 91 earned “weak” or “very weak” ratings.

“Customer service is often a critical moment of truth for many customers, but most companies drop the ball,” states Bruce Temkin, author of the report and Managing Partner of Temkin Group.

The research uses the Temkin Customer Service Ratings to gauge consumer feedback for airlines, banks, credit card issuers, health plans, hotels, insurance companies, insurance carriers, investment firms, Internet service providers, retailers, TV service providers, and wireless carriers. USAA, Edward Jones, Courtyard By Marriott, Sam’s Club, Kohl’s, Lowe’s, Marriott, BJ’s Wholesale Club, Costco, and Hyatt earned the top ten ratings.

Three companies show up twice in the bottom of the ratings: Comcast, Charter Communications, and HSBC. The other companies in the bottom 10 of the customer service ratings are CIGNA, Anthem, Dish Network, and Blue Shield of California.

The research also examines overall results for the 12 industries. Retailers and hotel chains received the top scores, with an average rating of “okay.” The bottom three industries, Internet service providers, TV service providers, and health plans, received an average rating of “very weak.”

According to Temkin: “In some industries like TV service, Internet service, and health plans, poor customer service is the norm, which is a terribly unfortunate situation for their customers.”

This report can be accessed from the Temkin Group website at or from the blog, Customer Experience Matters, at

Data from the ratings can be accessed at the Temkin Ratings website, The Temkin Ratings portfolio includes consumer-based ratings for customer experience, loyalty, forgiveness, Web experience, trust, and customer service.

For more information about Temkin Group, visit

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Temkin Group
Bruce Temkin

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