Special Report

Customer Service Hall of Fame

Source: George Sheldon / Shutterstock.com

3. Costco
> Pct. “excellent” ratings: 45.0%
> Revenue: $118.7 billion
> Industry: Big box retailer

Costco is a membership-based warehouse retailer that sells a wide range of products at wholesale prices. Though Costco customers pay a $60 annual fee to shop at the warehouse, they report some of the best customer service experiences of any company in the United States. Some 45% of Costco shoppers report an excellent customer service experience, a larger share than all but two other companies.

Good customer service is hard to achieve without employees that that have faith in management, and workers at Costco generally approve of their employer. The company touts its fair wages and generous benefits, and employees give Costco an average review of 3.9 out of 5 star rating on employee review site Glassdoor, well above the 3.3 star average across all companies.

Source: ymgerman / Shutterstock.com

2. Apple
> Pct. “excellent” ratings: 46.3%
> Revenue: $215.6 billion
> Industry: Technology company

Consumer electronics manufacturer Apple is a perennial favorite for among American consumers. Though the company’s products are often far more expensive than those of its competitors, Apple has managed to garner a loyal, and growing, consumer base — as evidenced by steadily increasing sales year over year. The tech giant reported $215.6 billion in net sales in 2016, up 38% from four years prior. This year, about 83% of survey respondents rated their experience with the company as overly positive.

The company’s strong customer approval likely inspires confidence on Wall Street. In the last two years, Apple stock has climbed over 50%, outpacing both the Dow Jones Industrial Average’s 39% climb and the S&P 500’s 30% increase.

Source: Hadrian / Shutterstock.com

1. Amazon
> Pct. “excellent” ratings: 60.6%
> Revenue: $136.0 billion
> Industry: Online company

More than 60% of Amazon customers rate the company’s customer service as excellent, by far the largest share of any major company. Amazon has consistently stressed its customer-centric mission statement since its beginnings in 1994 in both public statements and company initiatives. In a 1997 letter to shareholders, founder and CEO Jeff Bezos stressed a focus on “customer obsession rather than competitor obsession” as a core ingredient in the Amazon’s success. More recently, the company has worked to expand its customer service capabilities by hiring more than 5,000 work-from-home customer service associates. Amazon has also worked to improve the customer experience through technology with the introduction of Alexa-enabled Echo, a smart speaker that offers customers support and the ability to buy Amazon products through voice command.

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