24/7 Wall St. commissioned Zogby Analytics to conduct an online national survey of more than 1,500 randomly chosen respondents to rate customer service at 151 of the best-known companies in the country. Seventeen industries are represented in the study.
Respondents were asked to evaluate customer service quality as “excellent,” “good,” “fair,” or “poor.” Of the 151 companies, 112 had at least 500 valid responses. We did not consider companies with fewer valid responses.
When a company with multiple divisions scored as one of the best or worst for customer satisfaction, we listed the company only once in our rank.
The 15 companies with the highest percentage of “poor” responses represent our Customer Service Hall of Shame. Using the same methodology, the 15 companies with the highest percentage of “excellent” responses became our Customer Service Hall of Fame. This is the third year 24/7 Wall St. has conducted this study.