Services: Real Estate and Banking

America's Best Customer Service 2021

A global pandemic, wildfires, racial protests and a polarizing election: at this moment, a ranking of stores that offer a satisfying shopping experience might seem completely irrelevant. And if that's what you're feeling, we won't argue. But still, if there were ever a time when one wanted to feel listened to and accommodated, it's now. Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Whether it's an intuitive website, a generous return policy or a friendly voice on the other end of the phone, these companies have found a way to put you, the consumer, first.

Even amid this ongoing pandemic and its resulting restrictions, our families still want—and need—things. And don't forget that the holidays are fast approaching! We hope our Newsweek-Statista rankings of the Best Customer Service 2021 companies will help make your shopping an easier, more efficient and more pleasant experience—at a time when even a little bit of satisfaction goes a long way.

Nancy Cooper Signature ABCS 2021
IndustryCategoryRankBrandScore
Services: Real Estate and BankingAsset Management1Vanguard8.67
Services: Real Estate and BankingAsset Management2Fidelity Investments8.44
Services: Real Estate and BankingAsset Management3J.P.Morgan8.41
Services: Real Estate and BankingCommercial Banks1SunTrust8.65
Services: Real Estate and BankingCommercial Banks2U.S. Bank8.20
Services: Real Estate and BankingCommercial Banks3Capital One8.18
Services: Real Estate and BankingCommercial Banks4Citibank8.13
Services: Real Estate and BankingCommercial Banks5BB&T Bank8.03
Services: Real Estate and BankingCrowdfunding Platforms1Kickstarter8.49
Services: Real Estate and BankingCrowdfunding Platforms2Indiegogo7.79
Services: Real Estate and BankingCrowdfunding Platforms3GoFundMe7.53
Services: Real Estate and BankingOnline Banking1Barclays Bank Delaware8.52
Services: Real Estate and BankingOnline Banking2Charles Schwab Bank8.49
Services: Real Estate and BankingOnline Banking3Discover Bank8.38
Services: Real Estate and BankingPayment Services1Apple Pay8.72
Services: Real Estate and BankingPayment Services2Zelle8.66
Services: Real Estate and BankingPayment Services3American Express8.62
Services: Real Estate and BankingReal Estate Agencies1Keller Williams Realty8.00
Services: Real Estate and BankingReal Estate Agencies2Better Home7.69
Services: Real Estate and BankingReal Estate Agencies3Century 217.65
Services: Real Estate and BankingReal Estate Agencies4Realty One Group7.54
Services: Real Estate and BankingReal Estate Agencies5RE/MAX7.46
Services: Real Estate and BankingReal Estate Database1ReMax8.67
Services: Real Estate and BankingReal Estate Database2Camden8.18
Services: Real Estate and BankingReal Estate Database3Apartments8.06
Services: Real Estate and BankingTrading and Brokerage Services1Vanguard9.01
Services: Real Estate and BankingTrading and Brokerage Services2Edward Jones8.91
Services: Real Estate and BankingTrading and Brokerage Services3TD Ameritrade8.69

All Winners

See the complete list here.



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.