Special Report

Customer Service Hall of Fame

Source: Antonio Gravante / Shutterstock.com

6. FedEx
> Pct. “excellent” ratings: 43.7%
> Revenue: $60.3 billion
> Industry: Delivery service

Founded in 1971, nearly 200 years after the U.S. Postal Service, FedEx is now one of the largest parcel delivery companies in the United States — and also one of the most esteemed. About 85% of survey respondents reported a positive experience with FedEx, a larger share than all but six other companies. The company, which serves businesses of all size as well as individuals, offers overnight shipping, tracking details, and delivery notifications.

Expanding its global reach and capabilities, FedEx has made several high profile acquisitions in the last decade, taking over multiple smaller logistics and parcel delivery companies in Africa, Asia, Europe, and North and South America. In the last two year alone, the company’s revenue climbed over 27% from $47.5 billion in 2015 to $60.3 billion in fiscal 2017.

Source: Alexey Boldin / Shutterstock.com

5. YouTube
> Pct. “excellent” ratings: 44.5%
> Revenue: $90.3 billion (Alphabet)
> Industry: Online company

YouTube is one of several web services companies with exceptionally high customer service ratings. According to customer service expert Shep Hyken, YouTube , like other companies that primarily operate online, has created a system that functions so well that customer service is rarely ever required. Some 44.5% of survey respondents reported an excellent experience with the company, a larger share than all but four other companies considered. 2017 marks the second consecutive year YouTube ranks among the companies with the best customer service. YouTube’s parent company, Alphabet, also owns Google, another company with top-rated customer service.

Source: Kaspars Grinvalds / Shutterstock.com

4. Netflix
> Pct. “excellent” ratings: 44.6%
> Revenue: $8.8 billion
> Industry: Online company

In addition to its popular video streaming service, Netflix also offers a DVD rental service through the mail. Like many other companies on this list with primarily online businesses, Netflix’s product is designed in such a way that customer service is rarely required. And when it is required, it appears the company steps up. About 45% of survey respondents rated their experience with the company as excellent, and another 38% said their experience was a good one.

Like most public companies that gained their customers’ confidence, Netflix has also gained investors confidence. In the last two years, the company’s share price soared 53%, double the performance of the Dow Jones index.

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