America's Best Customer Service 2021

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Licensing

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Methodology

The 2021 America's Best Customer Service rankings were identified from the results of an independent survey of more than 25,000 U.S. customers who have either made purchases, used services, or gathered information about products or services in the past three years. Customers evaluated several brands: in total, 160,000 evaluations were collected. The awarded brands each received on average close to 100 evaluations from customers. The survey was conducted on retailers and service providers from 160 categories, providing results for customer experiences in traditional retail, online and service segments. For each category, the most relevant brands were included in the scope of the survey according to reputation, turnover or market share. The final assessment and rankings were based on the Net Promoter Score* (50% of the final score) and five evaluation criteria (also 50% of the final score):

1. Quality of Communication

Measures whether the contact (via e-mail, telephone or face to face) was friendly or polite.

2. Professional Competence

Measures the quality of infor- mation received and whether questions were answered correctly and in sufficient detail.

3. Range of Services

Measures the variety of solutions available to fulfill one's personal expectations.

4. Customer Focus

Measures whether the customer feels acknowledged and important.

5. Accessibility

Measures the availability of customer service in a shop or on a helpline.

The top 3-5 brands based on category size receiving the highest scores in each category were awarded as America's Best Customer Service 2021. The survey was conducted using online access panels, providing a representative sample of more than 25,000 American customers. Each of them gave an evaluation of several brands. For the full methodology, download this file.