AOL and Comcast Top the MSN Money 2009 Customer Service Hall of Shame
USAA, Trader Joe’s and Netflix receive top customer service marks; financial institution rankings drop as discounters’ and supermarkets’ rankings rise during year of economic crisis.
For the second year, AOL retained its crown as consumer’s top pick for worst customer service. The Internet service provider received “poor” marks on its customer service experience from nearly 45 percent of respondents. Cable provider Comcast was a close second with 41 percent of consumers rating their experience as “poor.”
“The annual MSN Money Hall of Shame and Hall of Fame survey gives people the opportunity to rant and rave about their retail and service experiences,” said
Banks and credit card issuers fared noticeably worse this year when it came to pleasing customers. Bank of America, Capital One and HSBC all made repeat appearances on the Customer Service Hall of Shame list. They were joined by the only new company on 2009′s list, Citibank, which replaced Cox Communications, the only company to drop off the list.
In addition to banks, telecommunication companies continued to be seen as poor customer service providers by consumers, with Sprint, Time Warner Cable and Qwest joining AOL and Comcast in the top 10. Abercrombie & Fitch was the only retailer on the list.
Customer Service Hall of Shame No. 1 AOL No. 2 Comcast No. 3 Sprint No. 4 Capital One No. 5 Time Warner Cable No. 6 HSBC No. 7 Qwest No. 8 Abercrombie & Fitch No. 9 Bank of America No. 10 Citigroup
Doing Things Right
On the flip side of the coin, discount retailers and supermarkets continued to satisfy the public with their customer service as six retailers were recognized in the Hall of Fame. Grocers, in particular, stood out — with Trader Joe’s, Publix, Whole Foods and Costco all being ranked among the nation’s best companies for customer service.
Customer Service Hall of Fame No. 1 USAA No. 2 Trader Joe's No. 3 Netflix No. 4 Amazon No. 5 Nordstrom No. 6 Publix No. 7 Whole Foods No. 8 Apple Computer No. 9 Costco No. 10 Southwest Airlines
The MSN Money-Zogby International survey listed companies in 15 industries, which also included airlines, hotels, mail delivery outfits and online service providers. Survey respondents were asked if they had experience with each company’s customer service and, if so, to rate it “excellent,” “good,” “fair” or “poor.” Companies were ranked based on the percentage of opinion responses that were “poor.”
Each year, companies in the Hall of Shame are given the opportunity to respond to the survey. Consumers can find full rankings and a detailed breakdown of survey results at http://money.msn.com.
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SOURCE Microsoft Corp.