Special Report

Customer Service Hall of Fame

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13. Hilton
> Pct. “excellent” ratings: 40.0%
> Revenue: $11.7 billion
> Industry: Hotel company

One of two hotel chains to make the Customer Service Hall of Fame, Hilton manages some 825,000 hotel rooms nationwide. Some 40% of survey respondents reported an excellent customer service experience with Hilton hotels, a larger share than all but 12 other U.S. companies.

Satisfied employees are more likely to provide quality customer service, and on employee review site Glassdoor, Hilton employees rated working at the company 4.1 out of 5 stars, well above the 3.3 star average rating. Corporate leadership can make a big difference in employee morale, and Hilton CEO Christopher Nassetta has a 95% approval rating from employees on Glassdoor.

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12. Publix
> Pct. “excellent” ratings: 40.6%
> Revenue: $34 billion
> Industry: Grocery store

After making the Hall of Fame each year between 2009 and 2011, supermarket chain Publix dropped off the list, finally returning after a five year absence. Over 40% of consumers swho rated the chain said they had an excellent customer experience, while only 6% said they had a poor experience. The supermarket chain, which operates over 1,100 locations in seven southern states, performs well by other measures as well. The chain ranked fourth on Consumer Reports annual ranking of best supermarket chains. Numerous studies have shown that happy employees tend to yield satisfied customers, and Publix has some of the most satisfied customers. The company ranked 21st overall on Fortune’s Best Companies to Work For — and it has been among the top 100 on that list every year for the past two decades. In addition, the company has reported annual revenue and profit growth in each of the last three years, including posting over $2 billion in profits in the most recent fiscal year.

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11. Google
> Pct. “excellent” ratings: 40.6%
> Revenue: $90.3 billion (Alphabet)
> Industry: Online company

Google is one of two companies owned by Alphabet to make the Customer Service Hall of Fame. The most popular search engine in the world, Google draws in an estimated 1.8 billion unique visitors a month. In addition to its online presence, Google is also the company behind the Android operating system for smartphones — by far the most popular OS in the world. The company also manufactures its own phone, the Pixel. Google’s dominance is not surprising considering more than 4 out of 5 survey respondents reported a positive experience with the company.

Thanks to the company’s dominance in its different areas of operations, its stock has been doing extremely well on Wall Street. The company’s share price soared 50% over the last two years, outperforming both the Dow and S&P 500 indexes.

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10. Marriott
> Pct. “excellent” ratings: 41.1%
> Revenue: $17.1 billion
> Industry: Hotel company

Hospitality company Marriott owns some 6,000 properties in 122 countries and territories. One of the largest hotel chains in the world, Marriott is also one of the most esteemed. About 86% of survey respondents reported a positive experience with Marriott, the fourth largest share of any company surveyed. Of the 11 hotel chains considered, Marriott also has the largest share of survey respondents reporting an excellent experience. Hilton is the only other hotel to rank among the companies with the best customer service.

In addition to serving as a traditional hotel, Marriott locations are also often event venues, hosting business meetings, weddings, proms, and conventions.

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