Special Report

Customer Service Hall of Fame

Source: melissamn / Shutterstock.com

9. Chick-fil-A
> Pct. “excellent” ratings: 41.3%
> Revenue: $6.8 billion
> Industry: Restaurant

Chick-fil-A is perhaps the most controversial company to make this list. The fast food chicken chain was founded by S. Truett Cathy, a fundamentalist Christian, who instilled Christianity into the chain — such as the policy that locations be closed on Sundays. With its strong religious roots, the company’s continued donations to organizations deemed to be anti-LGBT have been highly controversial. While the company might have alienated some customers, the survey only approached customers who had dealings with the company. And the customers who frequent the chain appear satisfied with the service. According to reports, the chicken restaurant aggressively trains its employees to be polite. A QSR Magazine poll of of 15 fast food restaurants found Chick-fil-A employees were the most likely to say please and thank you.

Since the company first debuted on this list in 2015, it has ranked third and second overall. This year, the company fell to ninth overall.

Source: Thinkstock

8. American Express
> Pct. “excellent” ratings: 41.7%
> Revenue: $33.8 billion
> Industry: Credit card company

When it comes to customer service, financial institutions often rank among the worst companies. American Express is a notable exception. One of the company’s core principles is to outdo its competitors in customer service, and with nearly 42% of customers rating their experience with the company as excellent, American Express appears to be living up to its standard.

The company offers a several categories of products, including personal credit cards, small business cards, and corporate cards, each with a range of benefit options. Currently, the company boasts some 110 million active credit cards and operations in over 130 countries.

Source: Wikimedia Commons

7. UPS
> Pct. “excellent” ratings: 42.0%
> Revenue: $60.9 billion
> Industry: Delivery service

While email has made the U.S. Postal Service all but irrelevant in recent years, one area where the USPS — and the parcel delivery industry in general — has thrived has been the delivery of packages, due in part to the rapid growth of e-commerce over the last few decades. UPS, which is not obligated by law to deliver mail, has benefitted from the trend.

The company delivered close to 5 billion packages in 2016. Company revenue has increased every year since 2009, and UPS has posted profits of at least $3 billion since 2013. UPS’s success has likely translated to happier employees — and happier customers. The fact that people associate the name UPS with getting the items they want delivered to their homes likely does not hurt the company’s customer satisfaction rating, either. The delivery service has made the Customer Service Hall of Fame every year since 2010.

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