24/7 Wall St. commissioned Zogby Analytics to conduct an online national survey in which more than 1,500 randomly chosen respondents rated customer service at 151 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.
When a company with multiple divisions scored as one of the best or worst for customer satisfaction, the company was only listed once in our rank.
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 second year 24/7 Wall St. has conducted this study.