Services: Transportation and Travel 2023

America's Best Customer Service 2023

Good customer service is a big part of why we're happy to shop at some places and not at others. Being treated respectfully, cheerfully 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. Whether it's an easy-to-use website, a generous returns policy or just a friendly voice, these companies put the customer first.

This year, the ranking encompasses 676 total awards for 656 unique brands (a brand can be awarded in more than one category). Those brands are in a total of 166 categories ranging from brick-and-mortar retailers like grocery stores to insurance services, banking services, restaurants, movie theaters and more. Publix, Southwest Airlines and Chick-fil-A are some of the notable brands that have been awarded in every edition since the inaugural list in 2019. This year, we found insurance brands were among those with the highest overall customer service scores.

We hope our rankings of the Best Customer Service 2023 brands will help make your shopping an easier, more efficient and more pleasant experience.

Nancy Cooper Signature 5
Parent CategoryCategoryRankBrandScore
Services: Transportation and TravelAirlines1Alaska Airlines8.50
Services: Transportation and TravelAirlines2Delta8.35
Services: Transportation and TravelAirlines3Lufthansa8.33
Services: Transportation and TravelAirlines4British Airways8.32
Services: Transportation and TravelAirlines5Hawaiian Airlines8.28
Services: Transportation and TravelAmusement Park Experience1SeaWorld Parks & Entertainment9.41
Services: Transportation and TravelAmusement Park Experience2Universal Parks & Resorts9.23
Services: Transportation and TravelAmusement Park Experience3Disney Parks & Resorts9.12
Services: Transportation and TravelAmusement Park Experience4Nickelodeon Universe9.05
Services: Transportation and TravelAmusement Park Experience5Knoebels Amusement Resort8.78
Services: Transportation and TravelApartment Hotels, Extended Stays1Hawthorn Suites9.09
Services: Transportation and TravelApartment Hotels, Extended Stays2Studio 68.99
Services: Transportation and TravelApartment Hotels, Extended Stays3HomeTowne Studios8.91
Services: Transportation and TravelApartment Hotels, Extended Stays4Homewood Suites8.79
Services: Transportation and TravelApartment Hotels, Extended Stays5Staybridge Suites8.78
Services: Transportation and TravelBudget Hotel (1 to 2 stars)1Sleep Inn8.33
Services: Transportation and TravelBudget Hotel (1 to 2 stars)2Candlewood Suites8.04
Services: Transportation and TravelBudget Hotel (1 to 2 stars)3Comfort Inn7.97
Services: Transportation and TravelBudget Hotel (1 to 2 stars)4Quality Inn7.94
Services: Transportation and TravelBudget Hotel (1 to 2 stars)5Microtel7.65
Services: Transportation and TravelBus Carriers1RedCoach8.78
Services: Transportation and TravelBus Carriers2Amtrak Thruway8.25
Services: Transportation and TravelBus Carriers3Jefferson Lines8.00
Services: Transportation and TravelCar Rental1Sixt9.03
Services: Transportation and TravelCar Rental2Enterprise Rent-A-Car8.30
Services: Transportation and TravelCar Rental3Alamo8.28
Services: Transportation and TravelCarsharing1Zipcar9.04
Services: Transportation and TravelCarsharing2Enterprise CarShare8.33
Services: Transportation and TravelCarsharing3Turo8.05
Services: Transportation and TravelCruise Operators1Viking Cruises9.35
Services: Transportation and TravelCruise Operators2Oceania Cruises9.15
Services: Transportation and TravelCruise Operators3Celebrity Cruises9.01
Services: Transportation and TravelCruise Operators4Disney Cruise Line9.00
Services: Transportation and TravelCruise Operators5Princess Cruises8.86
Services: Transportation and TravelEconomy Hotel (3 stars)1Wingate8.98
Services: Transportation and TravelEconomy Hotel (3 stars)2Country Inn & Suites8.90
Services: Transportation and TravelEconomy Hotel (3 stars)3Drury Hotels8.89
Services: Transportation and TravelEconomy Hotel (3 stars)4Hampton8.76
Services: Transportation and TravelEconomy Hotel (3 stars)5Embassy Suites8.73
Services: Transportation and TravelE-mobility1Lime9.14
Services: Transportation and TravelE-mobility2Bird8.81
Services: Transportation and TravelE-mobility3Revel8.55
Services: Transportation and TravelFlights, Hotels and Holiday Deals Search Engines1Booking.com8.57
Services: Transportation and TravelFlights, Hotels and Holiday Deals Search Engines2trivago8.52
Services: Transportation and TravelFlights, Hotels and Holiday Deals Search Engines3Priceline8.40
Services: Transportation and TravelGas Stations1Sunoco8.09
Services: Transportation and TravelGas Stations2Exxon8.06
Services: Transportation and TravelGas Stations3Valero7.98
Services: Transportation and TravelGas Stations4BP7.97
Services: Transportation and TravelGas Stations5Chevron7.86
Services: Transportation and TravelLow-Cost Airlines1Southwest Airlines8.92
Services: Transportation and TravelLow-Cost Airlines2Sun Country Airlines8.39
Services: Transportation and TravelLow-Cost Airlines3JetBlue8.15
Services: Transportation and TravelLuxury Hotel (5 stars)1Rosewood Hotels9.60
Services: Transportation and TravelLuxury Hotel (5 stars)2Mandarin Oriental9.56
Services: Transportation and TravelLuxury Hotel (5 stars)3Park Hyatt9.51
Services: Transportation and TravelLuxury Hotel (5 stars)4W Hotels9.50
Services: Transportation and TravelLuxury Hotel (5 stars)5Waldorf Astoria9.11
Services: Transportation and TravelMoving Services1Nationwide Van Lines8.55
Services: Transportation and TravelMoving Services2U-Haul8.37
Services: Transportation and TravelMoving Services3NorthStar Moving8.33
Services: Transportation and TravelMoving Services4All My Sons8.31
Services: Transportation and TravelMoving Services5American Van Lines8.21
Services: Transportation and TravelMusic Festival1SXSW Music Festival9.58
Services: Transportation and TravelMusic Festival2Hangout Music Fest9.50
Services: Transportation and TravelMusic Festival3Electric Forest9.28
Services: Transportation and TravelMusic Festival4Music Midtown9.16
Services: Transportation and TravelMusic Festival5Summerfest9.14
Services: Transportation and TravelPremium Hotel (4 stars)1Hyatt9.02
Services: Transportation and TravelPremium Hotel (4 stars)2Westin8.99
Services: Transportation and TravelPremium Hotel (4 stars)3Hilton8.80
Services: Transportation and TravelRidesharing, Taxi1Via8.88
Services: Transportation and TravelRidesharing, Taxi2Lyft8.67
Services: Transportation and TravelRidesharing, Taxi3Curb8.38
Services: Transportation and TravelShipping and Delivery Services1LaserShip8.61
Services: Transportation and TravelShipping and Delivery Services2UPS8.60
Services: Transportation and TravelShipping and Delivery Services3FedEx8.43
Services: Transportation and TravelSpa Resort & Retreat1The Spa at Spruce Point Inn9.27
Services: Transportation and TravelSpa Resort & Retreat2Ojo Spa Resorts9.24
Services: Transportation and TravelSpa Resort & Retreat3LakeHouse Spa at Lake Austin Spa Resort8.73
Services: Transportation and TravelSpa Resort & Retreat4Mauna Kea Spa8.70
Services: Transportation and TravelSpa Resort & Retreat5Gage Spa8.53
Services: Transportation and TravelTravel Agencies1Trafalgar8.62
Services: Transportation and TravelTravel Agencies2Travelgenio8.58
Services: Transportation and TravelTravel Agencies3eDreams8.55
Services: Transportation and TravelTravel Agencies4Gate 1 Travel8.49
Services: Transportation and TravelTravel Agencies5Overseas Adventure Travel8.44
Services: Transportation and TravelTravel Management1Liberty Travel8.90
Services: Transportation and TravelTravel Management2BCD Travel8.56
Services: Transportation and TravelTravel Management3FCM Travel Solutions8.42
Services: Transportation and TravelVacation Rental1Homestay8.65
Services: Transportation and TravelVacation Rental2Airbnb8.61
Services: Transportation and TravelVacation Rental3Vrbo8.51
LICENSING

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

METHODOLOGY
The 2023 America's Best Customer Service rankings were identified from the results of an independent survey of more than 30,000 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 over 200,000 evaluations were collected. The awarded brands each received on average 100 evaluations from customers.
The survey was conducted on retailers and service providers from 166 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 an online presence and store networks, only the core business was considered. In total ,the survey took an average of 9-11 minutes to complete. The survey period ran from May to July 2022. The final assessment and rankings were based on:
▸Likelihood of recommendation (50% of the final score)
▸Five weighted evaluation criteria (50% of the final score)

EVALUATION CRITERIA
1_QUALITY OF COMMUNICATION: measures whether the contact (via e-mail, telephone or face to face) was friendly or polite. (20.2 percent of evaluation score)
2_PROFESSIONAL COMPETENCE: measures the quality of information received and whether questions were answered correctly and in sufficient detail. (19.7 percent of evaluation score)
3_RANGE OF SERVICES: measures the variety of solutions available to fulfill one's personal expectations. (18.9 percent of evaluation score)
4_CUSTOMER FOCUS: measures whether the customer feels acknowledged and important. (20.4 percent of evaluation score)
5_ACCESSIBILITY: measures the availability of customer service in a shop or on a helpline. (20.8 percent of evaluation score)

The top 3-5 brands based on category size receiving the highest scores in each category were awarded as America's Best Customer Service 2023.
The survey was conducted using online access panels, providing a representative sample of more than 30,000 American customers who made a purchase, used a service or gathered information about a prod-uct or service in the last three years. Each of them gave an evaluation of several brands: in total 200,000 evaluations have been collected. An online access panel is a sample group set up by a survey company and available for custom-built surveys. People register and agree to take part in online surveys.

The rankings are composed exclusively of brands that are eligible regarding the scope described here. A mention in the ranking is a positive recognition based on peer recommendations and publicly available data sources at the time. The ranking is the result of an elaborate process which, due to the interval of data-collection and analysis, reflects the last three calendar years. Furthermore, events following June 31, 2022, and/or pertaining to individual persons affiliated/associated with the brands were not included in the metrics. The results of this ranking should not be used as the sole source of information for future deliberations. The information provided in this ranking should be considered in conjunction with other available information about the brands. The quality of brands that are not included in the rankings is not disputed.


You can download the full methodology here.