Services: Transportation and Travel

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: Transportation and TravelAirlines1Alaska Airlines8.53
Services: Transportation and TravelAirlines2Delta7.97
Services: Transportation and TravelAirlines3American Airlines7.45
Services: Transportation and TravelAmusement Park Experience1Disney Parks & Resorts8.93
Services: Transportation and TravelAmusement Park Experience2Universal Parks & Resorts8.93
Services: Transportation and TravelAmusement Park Experience3Hersheypark8.84
Services: Transportation and TravelApartment Hotels, Extended Stays1Residence Inn by Marriott8.10
Services: Transportation and TravelApartment Hotels, Extended Stays2Homewood Suites by Hilton8.00
Services: Transportation and TravelApartment Hotels, Extended Stays3Staybridge Suites7.94
Services: Transportation and TravelBudget Hotel (1 to 2 stars)1La Quinta Inn & Suites7.78
Services: Transportation and TravelBudget Hotel (1 to 2 stars)2Candlewood Suites7.64
Services: Transportation and TravelBudget Hotel (1 to 2 stars)3AmericInn7.60
Services: Transportation and TravelBudget Hotel (1 to 2 stars)4Baymont Inn7.58
Services: Transportation and TravelBudget Hotel (1 to 2 stars)5Comfort Inn7.58
Services: Transportation and TravelBus Carriers1Peter Pan Bus Lines8.08
Services: Transportation and TravelBus Carriers2Amtrak Thruway7.47
Services: Transportation and TravelBus Carriers3Megabus7.31
Services: Transportation and TravelCar Rental1Enterprise Rent-A-Car8.10
Services: Transportation and TravelCar Rental2Sixt7.95
Services: Transportation and TravelCar Rental3National Car Rental7.75
Services: Transportation and TravelCarsharing1Car2go7.88
Services: Transportation and TravelCarsharing2Maven7.38
Services: Transportation and TravelCarsharing3Enterprise CarShare7.29
Services: Transportation and TravelCruise Operators1Viking Cruises9.20
Services: Transportation and TravelCruise Operators2Disney Cruise Line8.85
Services: Transportation and TravelCruise Operators3Celebrity Cruises8.83
Services: Transportation and TravelEconomy Hotel (3 stars)1TownePlace Suites8.55
Services: Transportation and TravelEconomy Hotel (3 stars)2Hampton by Hilton8.55
Services: Transportation and TravelEconomy Hotel (3 stars)3Embassy Suites8.54
Services: Transportation and TravelEconomy Hotel (3 stars)4Drury Hotels8.47
Services: Transportation and TravelEconomy Hotel (3 stars)5Springhill Suites8.46
Services: Transportation and TravelFlights, Hotels and Holiday Deals Search Engines1TripAdvisor8.15
Services: Transportation and TravelFlights, Hotels and Holiday Deals Search Engines2Google Flights8.06
Services: Transportation and TravelFlights, Hotels and Holiday Deals Search Engines3Priceline8.00
Services: Transportation and TravelGas Stations1QuikTrip8.29
Services: Transportation and TravelGas Stations2Chevron7.79
Services: Transportation and TravelGas Stations3Shell7.76
Services: Transportation and TravelLow-Cost Airlines1Southwest Airlines8.85
Services: Transportation and TravelLow-Cost Airlines2JetBlue8.57
Services: Transportation and TravelLow-Cost Airlines3Allegiant Air7.35
Services: Transportation and TravelLuxury Hotel (5 stars)1Waldorf Astoria9.12
Services: Transportation and TravelLuxury Hotel (5 stars)2Four Seasons9.03
Services: Transportation and TravelLuxury Hotel (5 stars)3Park Hyatt8.99
Services: Transportation and TravelMoving Services1U-Haul7.80
Services: Transportation and TravelMoving Services2International Van Lines7.50
Services: Transportation and TravelMoving Services3Penske Truck Rental7.44
Services: Transportation and TravelMoving Services4Allied Van Lines7.38
Services: Transportation and TravelMoving Services5American Van Lines7.31
Services: Transportation and TravelMusic Festival1Bonnaroo Music and Arts Festival8.51
Services: Transportation and TravelMusic Festival2Austin City Limits Music Festival8.39
Services: Transportation and TravelMusic Festival3Burning Man8.06
Services: Transportation and TravelPremium Hotel (4 stars)1Hilton8.62
Services: Transportation and TravelPremium Hotel (4 stars)2Hyatt8.58
Services: Transportation and TravelPremium Hotel (4 stars)3Marriott8.55
Services: Transportation and TravelRidesharing, Taxi1Lyft8.13
Services: Transportation and TravelRidesharing, Taxi2Uber7.85
Services: Transportation and TravelRidesharing, Taxi3Curb7.70
Services: Transportation and TravelShipping and Delivery Services1FedEx8.32
Services: Transportation and TravelShipping and Delivery Services2UPS8.30
Services: Transportation and TravelShipping and Delivery Services3DHL7.77
Services: Transportation and TravelSpa Resort & Retreat1LakeHouse Spa at Lake Austin Spa Resort9.03
Services: Transportation and TravelSpa Resort & Retreat2The Lodge at Woodloch8.84
Services: Transportation and TravelSpa Resort & Retreat3Spa Desert Springs at JW Marriott Desert Springs Resort & Spa8.19
Services: Transportation and TravelTravel Agencies1Expedia7.98
Services: Transportation and TravelTravel Agencies2Travelocity7.73
Services: Transportation and TravelTravel Agencies3Hotwire7.51
Services: Transportation and TravelTravel Management1Allure Travel7.80
Services: Transportation and TravelTravel Management2BCD Travel7.35
Services: Transportation and TravelTravel Management3Carlson Wagonlit Travel7.24
Services: Transportation and TravelVacation Rental1Airbnb7.99
Services: Transportation and TravelVacation Rental2VRBO7.97
Services: Transportation and TravelVacation Rental3Hotels.com7.75

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.