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For Customer Experience Professionals

Rating Customer Service Experiences, 2010

Consumers Evaluate Customer Service At 92 Companies

January 28, 2010

Authors

  • By Bruce D. Temkin
  • with William Chu,
  • Shelby Catino

Why Read This Report

Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter Communications fell to the bottom. Kaiser, on the other hand, far outpaced other health plans. When we looked at responses by generation, we found that Seniors were the most likely to give good marks for customer service. Companies need to start viewing customer service as an underperforming asset.

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  • Satisfaction With Customer Service Experiences Across Industries
  • Satisfaction With Customer Service Experiences From 92 Companies
  • Satisfaction With Customer Service Experiences Across Generations