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USAA, Chick-fil-A best in customer service

Staff writer |
For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings. Based on a study of 10,000 U.S. consumers, the ratings examine 278 companies across 20 industries.

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USAA earned the top spot for its banking business, followed by Chick-fil-A in the second spot. USAA was also in the top 12 with its insurance and credit card businesses, along with credit unions, Aldi, Trader Joe's, Publix, Panera Bread, H-E-B, Amazon.com, and Bed Bath & Beyond.

Supermarkets, retailers, and banks, as an industry, earned average ratings of "strong" while TV service providers and Internet service providers earned an average rating of "very weak."

USAA (banking) and TriCare (health plans) most outperformed their industry average scores. Eight other companies were at least 15 points above their industry averages: Georgia Power, USAA (credit cards and insurance), JetBlue Airlines, Chick-fil-A, Southern California Gas Company, Lexus, and credit unions.

Blackboard (software firms) and Consolidated Energy were the farthest below their industry averages, while five other firms were at least 15 points below their peers: RadioShack, BB&T, HSBC, Sears, and United Airlines.

Six industries improved between 2014 and 2015, while 13 declined. On average, hotels and computers increased the most between 2014 and 2015, while supermarkets, rental car agencies, and major appliances dropped the most.

Home Depot, Ross, Marriott, and eBay led 12 companies that improved by at least 10 points between 2014 and 2015. Three companies dropped by 20 points or more over the previous year: Blackboard, TD Ameritrade, and Cox Communications.


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