Customer Service Hall of Fame

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10. UPS
>Pct. ratings “excellent”:
36.7%

By many measures, UPS is the most well-known delivery company in the world. In 2014, UPS accounted for roughly one-fifth of all global parcel deliveries. UPS is also one of the most well-recognized brands, ranking 22nd overall on Corebrand’s most recognized brands list.

Parcel delivery can be a harrowing experience. Packages can be lost and items can be broken. Whether it simply manages to exceed low expectations or it truly provides exceptional customer experiences, the company has made the customer service Hall of Fame every year since 2010. UPS’s rank fell slightly this year from seventh overall last year.

While UPS does not rank as high as FedEx, which made this year’s Hall of Fame as well, it is noteworthy that the delivery company ranks significantly better than its public sector competitor, the United States Postal Service. Only 16.1% of respondents rated UPS customer service negatively, compared to the 27.3% of respondents who rated USPS negatively.

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9. Samsung Electronics
>Pct. ratings “excellent”:
36.9%

After making the Hall of Fame for the first time in 2013, Samsung just missed last year, coming in at 11th. It has returned to the list this year, with 36.9% of respondents describing the South Korean company’s service as excellent. It is one of several electronics manufacturers to make the customer service Hall of Fame this year.

For much of its decades-long history Samsung Group was primarily a manufacturer of larger consumer electronics devices and televisions. While it still is still one of the biggest manufacturers of televisions, the company has also successfully capitalized on the rise of smartphones and other handheld personal devices. In particular, the company’s line of Galaxy phones and tablets has buoyed the company’s bottom line and respectability as the products have become the primary competitor with the iPhone and iPad. In the first quarter of 2015, Samsung controlled roughly one-quarter of the global smartphone market, compared to the 18.3% controlled by Apple.

Kopalle noted Samsung has certainly realized the importance of customer service. “They still have a ways to go to catch up with Apple in this regard. They’ve improved their customer service, they’ve put out more customer-friendly products. They are still not there in emerging countries, but certainly in the U.S. they have improved.”

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8. Sony
>Pct. ratings “excellent”:
37.0%

With nearly $70 billion in sales in fiscal 2014, Sony Corporation is one of the most recognizable brands in the country. The company describes itself as a “leader in innovative consumer electronics and entertainment experiences,” and if its high positive ratings are an indication, customers likely agree. Among its most popular products is the PlayStation 4 gaming console, which sold 18.7 million units in fiscal 2014, outpacing the sales of its major competitors.

Between its loyal gaming fans and consumers of its wide array of electronic equipment, Sony appears to do well by its customers. As many as 37% of survey respondents reported an excellent customer experience. Another 40.1% of respondents rated their experience with the company as good. While the percentage of customers who rated Sony as excellent in 2015 was roughly the same as last year’s figure of 36.5%, the company climbed from No. 9 on 2014’s Hall of Fame to No. 8 in 2015’s list.

One possible reason customers had an overall positive experience with Sony is employee satisfaction within the company, as employee satisfaction often translates directly to customer satisfaction. Employees rated Sony a higher-than-average 3.5 out of 5 on Glassdoor.com. Furthermore, Sony’s CEO Kazuo Hirai has an 85% approval rating on Glassdoor.com, a similarly impressive rating.