Services: Insurance 2022

America's Best Customer Service 2022

All of us want to feel listened to and accommodated, particularly when we are shopping for something. Being treated respectfully and helpfully is just as important as finding the right item at the right price.

This year Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2022. Whether it's an easy-to-use website, a generous returns policy or a just friendly voice, these companies have found a way to put you, the customer, first.

This year we've included 581 retailers across 16 industries. We hope our Newsweek-Statista rankings of the Best Customer Service 2022 companies will help make your shopping an easier, more efficient and more pleasant experience.

Nancy Cooper Signature 2
IndustryCategoryRankBrandScore
Services: InsuranceAD&D Insurance (Accidental Death and Dismemberment Insurance)1MetLife8.31
Services: InsuranceAD&D Insurance (Accidental Death and Dismemberment Insurance)2Fidelity Life8.03
Services: InsuranceAD&D Insurance (Accidental Death and Dismemberment Insurance)3Mutual of Omaha7.95
Services: InsuranceAuto Insurance1USAA8.97
Services: InsuranceAuto Insurance2State Farm8.34
Services: InsuranceAuto Insurance3GEICO8.30
Services: InsuranceDisability Insurance1MetLife7.89
Services: InsuranceDisability Insurance2Mutual of Omaha7.85
Services: InsuranceDisability Insurance3Aetna7.61
Services: InsuranceGeneral Liability Insurance1USAA9.09
Services: InsuranceGeneral Liability Insurance2State Farm8.50
Services: InsuranceGeneral Liability Insurance3Progressive8.37
Services: InsuranceHealth Insurance1AARP8.42
Services: InsuranceHealth Insurance2Health Net8.25
Services: InsuranceHealth Insurance3Aetna8.19
Services: InsuranceHealth Insurance4Medicare8.15
Services: InsuranceHealth Insurance5Kaiser Permanente8.05
Services: InsuranceHomeowners Insurance1The Hartford8.84
Services: InsuranceHomeowners Insurance2USAA8.83
Services: InsuranceHomeowners Insurance3Auto-Owners8.66
Services: InsuranceHomeowners Insurance4Erie Insurance8.53
Services: InsuranceHomeowners Insurance5State Farm8.44
Services: InsuranceLife Insurance1MetLife8.56
Services: InsuranceLife Insurance2Pacific Life8.54
Services: InsuranceLife Insurance3Guardian8.44
Services: InsuranceLife Insurance4Haven Life8.35
Services: InsuranceLife Insurance5Assurity8.28
Services: InsuranceRetirement Planning Solutions1Vanguard8.81
Services: InsuranceRetirement Planning Solutions2USAA8.73
Services: InsuranceRetirement Planning Solutions3TIAA8.59
Services: InsuranceRetirement Planning Solutions4Prudential8.49
Services: InsuranceRetirement Planning Solutions5Fidelity Investments8.49
Services: InsuranceSupplemental Insurance1American Fidelity8.33
Services: InsuranceSupplemental Insurance2Aflac8.31
Services: InsuranceSupplemental Insurance3UnitedHealthcare8.25
Services: InsuranceTravel Insurance1TravelSafe Insurance8.14
Services: InsuranceTravel Insurance2AXA Assistance USA8.05
Services: InsuranceTravel Insurance3Allianz Global Assistance7.99
Services: InsuranceTravel Insurance4Nationwide7.98
Services: InsuranceTravel Insurance5AIG7.80
LICENSING

If your brand was listed in the ranking, click here to learn more about the licensing options.

METHODOLOGY
The 2022 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 161 categories, providing results for a broad-spectrum of 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.

In the brick and mortar categories, only retailers and service providers present in at least two census regions have been included in the list. In the online categories, only retailers and service providers present mainly online have been included in the list. For retailers and service providers with online presences and store networks, only the core business was taken into account. In total the survey took an average of 9-11 minutes to complete and the field period ran from May to July 2021.

The final assessment and rankings were based on the likelihood of recommendation (50% of the final score) and five evaluation criteria (also 50% of the final score). The criteria are:

→ QUALITY OF COMMUNICATION: Measures whether the contact (via e-mail, telephone or face to face) was friendly or polite.
→ PROFESSIONAL COMPETENCE: Measures the quality of information received and whether questions were answered correctly and in sufficient detail.
→ RANGE OF SERVICES: Measures the variety of solutions available to fulfill one's personal expectations.
→ CUSTOMER FOCUS: Measures whether the customer feels acknowledged and important.
→ 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 having America's Best Customer Service 2022

You can download the full methodology here.