It seems that every time I turn around, USAA is being praised for their service. Yesterday, MSN Money released it's third annual Customer Service Hall of Fame (and Hall of Shame) ratings, identifying several organizations with operations in New Mexico. Here's the top ten list:
There's one thing I always notice when looking at survey reports like this one, the same companies typically appear in the list every time. Not too long ago FGI Research shared their customer satisfaction ratings for the Top 100 online retailers. Netflix, Amazon and Apple were all on the list. When Forrester Research released their Customer Experience Index Ratings in April, USAA was listed second and several organizations at the bottom of Forrester's list are in MSN's 2009 Hall of Shame:
It's not easy to change an organization's culture, and typically culture plays a big role in customer satisfaction and experience (leading to customer loyalty and retention). But when an organization continues to fall a the bottom of ranking lists, it's time to do something. Chances are if you're at the bottom of the list, you're losing customers. These ratings do not develop in a vacuum away from customers. Customers influence these ratings, so if you're at the bottom (or the top) it's because your customers put you there.
When was the last time you conducted research to find out what your customers think about you?
- USAA
- Trader Joe’s
- Netflix
- Amazon
- Nordstrom
- Publix
- Whole Foods
- Apple
- Costco
- Southwest Airlines
There's one thing I always notice when looking at survey reports like this one, the same companies typically appear in the list every time. Not too long ago FGI Research shared their customer satisfaction ratings for the Top 100 online retailers. Netflix, Amazon and Apple were all on the list. When Forrester Research released their Customer Experience Index Ratings in April, USAA was listed second and several organizations at the bottom of Forrester's list are in MSN's 2009 Hall of Shame:
- AOL
- Comcast
- Sprint
- Capital One
- Time Warner Cable
- HSBC
- Qwest
- Abercrombie & Fitch
- Bank of America
- Citigroup
It's not easy to change an organization's culture, and typically culture plays a big role in customer satisfaction and experience (leading to customer loyalty and retention). But when an organization continues to fall a the bottom of ranking lists, it's time to do something. Chances are if you're at the bottom of the list, you're losing customers. These ratings do not develop in a vacuum away from customers. Customers influence these ratings, so if you're at the bottom (or the top) it's because your customers put you there.
When was the last time you conducted research to find out what your customers think about you?
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