We’ve all experienced it. You call customer service only to spend 40 minutes on the phone plodding through a cascade of robotic messages instructing you to press this or that number, often interrupted by periods of anodyne “hold music” interspersed with reminders that your call is “important,” and that you will be served by the next available representative. In the worst case scenario, your call mysteriously disconnects, forcing you to go through the whole process again.
Then there’s poor face-to-face customer service — dealing with a salesperson who offers little or no guidance and can’t seem to answer simple questions, or simply ignores customers as they wander around the store. Even reaching out for assistance on Twitter all too often feels like an exercise in futility. (Poor customer service is one of the reasons these are America’s worst retailers.)
However you connect with them, all too many companies just don’t seem to do customer service right — and it costs them dearly. An estimate in 2018 by the cloud service company NewVoiceMedia suggested that businesses lose as much as $75 billion annually due to poor customer service. A survey of consumers from the global professional services network PwC the same year found that only 49% of U.S. respondents thought that companies provided good customer service — though 65% considered it more important than advertising in building brand loyalty.
Click: Americans are happiest with the customer service from these companies.
Some companies, though, do get it right. 24/7 Wall St. has assembled a list of those whose customer service Americans are the happiest with. Customer satisfaction scores for 2020, the percentage of change in scores from 2019, and the industry category of each company come from the American Customer Satisfaction Index. It’s interesting to note that almost all of the top-rated companies show at least a small decline in customer satisfaction from 2019. The Index doesn’t comment on these decreases, but they are perhaps due in part to the stress on businesses caused by the pandemic. (These are American brands that went bankrupt during COVID.)
Source: Marvin Samuel Tolentino Pineda / iStock Editorial via Getty Images
47. Disney+
> 2020 score: 80
> % change from 2019: No data available
> Industry: Video streaming service
[in-text-ad]
Source: Justin Sullivan / Getty Images
46. Nike
> 2020 score: 80
> % change from 2019: No data available
> Industry: Specialty retail stores
Source: dbdurden / iStock Editorial via Getty Images
45. Hobby Lobby
> 2020 score: 80
> % change from 2019: No data available
> Industry: Specialty retail stores
Source: volkan.basar / iStock Unreleased via Getty Images
44. Marriott
> 2020 score: 80
> % change from 2019: -5%
> Industry: Hotels
[in-text-ad-2]
Source: Scott Olson / Getty Images
43. Procter & Gamble
> 2020 score: 80
> % change from 2019: -4.8%
> Industry: Personal care and cleaning products
Source: RiverNorthPhotography / iStock Unreleased via Getty Images
42. Anheuser-Busch InBev
> 2020 score: 80
> % change from 2019: -4.8%
> Industry: Breweries
[in-text-ad]
Source: chapin3 / Getty Images
41. Texas Roadhouse
> 2020 score: 80
> % change from 2019: -3.6%
> Industry: Full-service restaurants
40. Aldi
> 2020 score: 80
> % change from 2019: -3.6%
> Industry: Supermarkets
Source: Alexander Koerner / Getty Images
39. Mercedes-Benz
> 2020 score: 80
> % change from 2019: -3.6%
> Industry: Automobiles and light vehicles
[in-text-ad-2]
Source: Antonio Gravante / Shutterstock.com
38. FedEx
> 2020 score: 80
> % change from 2019: -2.5%
> Industry: Consumer shipping
Source: David Becker / Getty Images
37. LG
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Household appliances
[in-text-ad]
Source: Casimiro PT / Shutterstock.com
36. Etsy
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Internet retail
Source: jetcityimage / iStock Editorial via Getty Images
35. Audi (Volkswagen)
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Automobiles and light vehicles
Source: NoDerog / iStock Unreleased via Getty Images
34. Colgate-Palmolive
> 2020 score: 80
> % change from 2019: -2.4%
> Industry: Personal care and cleaning products
[in-text-ad-2]
Source: jetcityimage / iStock Editorial via Getty Images
33. Cadillac (GM)
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Automobiles and light vehicles
Source: JHVEPhoto / iStock Editorial via Getty Images
32. Newegg
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Internet retail
[in-text-ad]
Source: NoDerog / Getty Images
31. Costco
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Internet retail
24/7 Wall St.
Source: Tim Boyle / Getty Images
30. Toyota
> 2020 score: 80
> % change from 2019: -1.2%
> Industry: Automobiles and light vehicles
Source: JHVEPhoto / iStock Editorial via Getty Images
29. GE Appliances (Haier)
> 2020 score: 80
> % change from 2019: 0%
> Industry: Household appliances
[in-text-ad-2]
Source: jmoor17 / iStock Unreleased via Getty Images
28. Sam’s Club (Walmart)
> 2020 score: 80
> % change from 2019: 0%
> Industry: Supermarkets
Source: AdrianHancu / iStock Editorial via Getty Images
27. Sephora
> 2020 score: 80
> % change from 2019: 0%
> Industry: Specialty retail stores
[in-text-ad]
Source: jetcityimage / iStock Editorial via Getty Images
26. Ram (Fiat Chrysler)
> 2020 score: 80
> % change from 2019: 0%
> Industry: Automobiles and light vehicles
24/7 Wall St.
Source: https://www.flickr.com/photos/86530412@N02/
25. Chipotle Mexican Grill
> 2020 score: 80
> % change from 2019: 0%
> Industry: Limited-service restaurants
24. Nordstrom
> 2020 score: 80
> % change from 2019: 1.3%
> Industry: Department and discount stores
[in-text-ad-2]
Source: Cheri Alguire / iStock Editorial via Getty Images
23. Hershey
> 2020 score: 81
> % change from 2019: -3.6%
> Industry: Food manufacturing
22. Dole
> 2020 score: 81
> % change from 2019: -2.4%
> Industry: Food manufacturing
[in-text-ad]
Source: NoDerog / Getty Images
21. Costco
> 2020 score: 81
> % change from 2019: -2.4%
> Industry: Department and discount stores
24/7 Wall St.
Source: jetcityimage / iStock Editorial via Getty Images
20. PepsiCo
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Soft drinks
Source: Kire1975 / https___creativecommons.org_licenses_by-sa_4.0_deed.en / Wikimedia Commons
19. Mars
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Food manufacturing
[in-text-ad-2]
Source: Afrank99 / CC BY-SA 2.5 / Wikimedia Commons
18. Keurig Dr Pepper
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Soft drinks
Source: Mr. Satterly / Wikimedia Commons
17. L Brands
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Specialty retail stores
[in-text-ad]
16. Nordstrom
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Internet retail
Source: jeepersmedia / Flickr
15. Clorox
> 2020 score: 81
> % change from 2019: -1.2%
> Industry: Personal care and cleaning products
Source: Ethan Miller / Getty Images
14. Samsung
> 2020 score: 81
> % change from 2019: 0%
> Industry: Cellular telephones
[in-text-ad-2]
Source: David McNew / Getty Images
13. Samsung
> 2020 score: 81
> % change from 2019: 0%
> Industry: Personal computers
Source: helen89 / iStock Editorial via Getty Images
12. LongHorn Steakhouse (Darden)
> 2020 score: 81
> % change from 2019: 0%
> Industry: Full-service restaurants
[in-text-ad]
Source: Tupungato / Shutterstock.com
11. Hilton
> 2020 score: 82
> % change from 2019: -3.7%
> Industry: Hotels
10. Quaker (PepsiCo)
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Food manufacturing
Source: Philip Lange / Shutterstock.com
9. H-E-B
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Supermarkets
[in-text-ad-2]
Source: andipantz / Getty Images
8. Wegmans
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Supermarkets
Source: jax10289 / iStock Editorial via Getty Images
7. Lexus (Toyota)
> 2020 score: 82
> % change from 2019: -2.4%
> Industry: Automobiles and light vehicles
[in-text-ad]
Source: Felix Mizioznikov / Shutterstock.com
6. Publix
> 2020 score: 82
> % change from 2019: -1.2%
> Industry: Supermarkets
Source: ymgerman / Shutterstock.com
5. Apple
> 2020 score: 82
> % change from 2019: -1.2%
> Industry: Personal computers
Source: opengridscheduler / Flickr
4. Costco
> 2020 score: 82
> % change from 2019: -1.2%
> Industry: Supermarkets
[in-text-ad-2]
Source: ymgerman / Shutterstock.com
3. Apple
> 2020 score: 82
> % change from 2019: 1.2%
> Industry: Cellular telephones
Source: Wolterk / Getty Images
2. Chick-fil-A
> 2020 score: 84
> % change from 2019: -2.3%
> Industry: Limited-service restaurants
[in-text-ad]
1. Trader Joe’s
> 2020 score: 84
> % change from 2019: 0%
> Industry: Supermarkets
Sponsored: Attention Savvy Investors: Speak to 3 Financial Experts – FREE
Ever wanted an extra set of eyes on an investment you’re considering? Now you can speak with up to 3 financial experts in your area for FREE. By simply
clicking here you can begin to match with financial professionals who can help guide you through the financial decisions you’re making. And the best part? The first conversation with them is free.
Click here to match with up to 3 financial pros who would be excited to help you make financial decisions.
Thank you for reading! Have some feedback for us?
Contact the 24/7 Wall St. editorial team.
Editors' Picks
