USAA is once again a standout in terms of its customer service scores compared to other industries, based on the Temkin Group’s latest ranking.
The Texas-based financial services group whose customers are members of the military and their families achieved a 77 percent rating both for its insurance and credit card operations on the customer experience research and consulting firm’s annual list. Both divisions tied for second place with Mercedes-Benz auto dealers.
USAA’s bank division landed in first place with an 81 percent rating, the only “excellent” rating on the list.”
Supermarket chain Publix landed in fifth place with a 76 percent ranking, and ACE Rent A Car grabbed the sixth-place slot with a 75 percent score.
Bank credit unions and Trader Joe’s tied for seventh place with a 74 percent ranking. The hotel chain HomeAway was in ninth place with a 73 percent score, and Advantage Rent-A-Car was in 10th place with a 72 percent score.
American Family is the next highest-rated property/casualty insurer, with a 68 percent rating that left it tying Barnes & Noble, New York Life, and also grocery store chains Kroger and Whole Foods for forty-third place on the Temkin list.
Interestingly, four TV-Internet service providers landed at the bottom of the Temkin Customer Service Ratings roundup: Cablevision, Cox Communications Comcast and Time Warner Cable.
USAA has scored on top in previous Temkin customer satisfaction/service rankings, and it earned the highest score (via banking) for the fifth year running. Temkin does its annual customer service ranking list based via an evaluation of 295 companies in 20 industries, based on a study of 10,000 U.S. consumers.
Source: Temkin Group