24/7 Wall St. commissioned Zogby Analytics to conduct an online national survey in which 2,500 randomly chosen respondents rated customer service at 150 of the best-known companies in the country. Fifteen industries are represented in the study.
Respondents were asked to evaluate customer service quality as “excellent,” “good,” “fair,” or “poor.” Of the 150 companies, 108 companies had at least 500 valid responses. Companies with fewer valid responses were not considered.
The 10 companies with the highest percentage of “poor” responses represent our Customer Service Hall of Shame. Using the same methodology, the 10 with the highest percentage of “excellent” responses became our Customer Service Hall of Fame. This is the first year 24/7 Wall St. has conducted this study.
In previous years, the study was conducted by MSN and Zogby Analytics.