The importance of high-quality customer service does not escape the best companies, and in some cases, prominent modern business success stories have managed to bolster their place by both strong internet services and effective support channels. While this of course isn't always the case across the board, there are still examples of it to be seen. Though it doesn't focus specifically on support, this year's Temkin Experience Ratings, among other things, provides a snapshot of customer satisfaction for companies from a variety of industries, including internet providers, banks, grocers and computer companies.
Of the latter group, Apple ranked highest, a fact consistent with the top ratings it has had for several years. But there were others in different sectors that placed higher overall, according to the three-pronged "Temkin Experience Rating" system, which factors in accessibility, functionality and emotional satisfaction into one composite score. Among investment firms, Charles Schwab scored highest with a 74 percent rating, while FedEx, at one percentage point above, led the shipping categories. And once again, Amazon proved to be a highly-rated retailer, although it tied with Sam's Club for fifth place overall.
Interestingly, the highest ranks seemed to consist mainly of retailers, grocers and fast food chains, while the bottom of the list contained airlines, health providers, hotels and internet or television companies. The business with the worst rating of all – 45 percent – was US Airways.
Knowing the criteria by which such surveys analyze customer experiences can enable companies to identify what aspect of their services needs the most attention. With that knowledge, companies can prepare to make informed decisions that will affect their approach and the responses of their audience, no matter if they primarily use a live answering service or some other arrangement to interact with their patrons.