o7rizre021 12:82 “These Companies Have The Bast Customer Service BETA Jul 1, 2018, 11:23am EDT These Companies Have The Best Customer Service Christopher Elliott Senior Contributor © fee [rote Fma consumer advocate, Iwrite about customer service. Which companies have the best customer service? The short answer: supermarkets, restaurants, and car manufacturers. But the long answer is fascinating, and you'll want to stick around for it. Most experts I know eventually turn to the authoritative American Customer Satisfaction Index (ACSD), which publishe: corecard by industry category, for a response. But since its inception almost a quarter century ago, the ACSI has never shared a list for all of its companies. Until now. ACSI is the only national cross-industry measure of customer satisfaction in the United States. It ranks companies within their industry based on customer evaluations of the quality of goods and services purchased in America and produced by domestic and foreign firms with substantial U.S. market shares. But top 20 lists, and "best of" compilations? No. So I asked David VanAmburg, the ACST's managing director, and Forrest Morgeson, its director of research, if they would consider developing a list of the 20 companies that have the best customer service exclusively for Forbes. They agreed. ACSI took three years of data and ranked the best companies in their index. Scroll to the bottom of this story for details on their methodology hitps:lwo- forbes. comisitesichistopherelot2018/07/11/these-companies-have-the-bestcustomer-service-neres-why/2sh=4d48 16840803 snoo7rizre021 12:82 “These Companies Have The Bast Customer Service and a quick introduction. Which companies have the best customer BETA service? Here's the authoritative list Here's the ACSI list that answers the question: Which companies have the best customer service? I've included their industry category, score, a commentary from VanAmburg and Morgeson, a testimonial from a real customer they surveyed, and the company’s claim to fame. Michael Nagle/Bloomberg 1. Chick-fil-A Category: Limited-Service Restaurant Score: 86.0 ACSI commentary: "Chick-fil-A seems to have the recipe for great customer experiences with its more focused menu and great service." Customers say: "The professionalism and courtesy of the Chick-fil-A staff are far superior to any other chain restaurant I've frequented." htps:lwo- forbes. comisitesichistopherelot2018/07/11/these-companies-have-the-bestcustomer-sorvice-neres-why/2sh=4d48 16840802 anaonrzet 282 “These Companies Have The Best Customer Sence Claim to fame: Its employees were rated the most polite in their industry category. When it comes to companies that have the best oe . BETA customer service, Chick-fil-a can't fly any higher. Francis Specker/Sloomberg News 2. Trader Joe's Category: Supermarkets ACSI Score: 85.4 ACSI commentary: "From its private label staples to its organic produce, Trader Joe's has carved out a niche that has propelled its rapid growth." Customers say: "From the selection of products that you can only get there to the quality of service you can get nowhere else they're always my first choice. Trader Joe's products are the standard by which I measure other stores." Claim to fame: It's one of America's top employers, according to, ahem, us. sh a - hitps:lwo forbes. comisitesichistopherelot2018/07/1t/these-companies-have-the-bestcustomer-service-neres-why/2sh=4d48 16840802 anao7rzre021 12:82 “These Companies Have The Bast Customer Service BETA Daniel Acker/Bloomberg, 3. Aldi Category: Supermarkets ACSI Score: 85.0 ACSI commentary: "Like its subsidiary Trader Joe's, Aldi's no-frills approach seems to connect with consumers and has fueled rapid growth over the past decade." Customers say: "Aldi has everything I need at the lowest prices in a small area that feels like a Mom and Pop store. I love the personal feel of the store combined with the high quality and low prices every day." Claim to fame: ALDI is big here, but their customer service reputation is even bigger in the UK, where it nabbed the top spot in a recent survey. 3. — a htps:lwo- forbes. comisitesichistopherelot2018/07/11/these-companies-have-the-bestcustomer-service-neres-why/2sh=4d48 16840802 anaornarz02s 12:52 “These Companies Have The Bast Customer Service ee aa =m BETA Bess Adler/Bloomberg 4. Amazon Category: Internet Retail ACSI Score: 84.8 ACSI commentary: "The world’s largest internet retailer has mastered a combination of value, satisfaction, and delivery efficiency that consumers love." Customers say: "Infinite variety on one site without having to search multiple brands and companies online.” Claim to fame: A few years ago, ForeSee ranked Amazon highest in overall customer satisfaction in its survey with a score of 90, the highest ever recorded by the firm. hitps lwo: forbes. comisitesicristophereliot2018107/11ithese-companies-have-the-bestcustomer-servce-neres why/2sh=4d48 168d060a sngornarz02s 12:52 Companies Have The Bast Customer Service Qilai Shen/Bloomberg BETA 5. Lexus Category: Automobiles ACSI Score: 84.6 ACSI commentary: "Toyota's Lexus brand has been a perennial leader among not just automakers, but luxury brands around the world.” Customers say: "It makes me feel pampered because it's so comfortable and well designed and I love driving it.” Claim to fame: J.D. Power has repeatedly recognized Lexus for its outstanding customer service. Callaghan O'Hare/Bloomberg 6. Costco Wholesale Category: Dept. & Discount Stores ACSI Score: 84.4 hitps lwo: forbes. comisitesichistophereliot2018107/11ithese-companies-have-the-bestcustomer-servce-heres why! 2sh=4d48 16840608 angorrzre0as 1282 “These Companies Have The Bast Customer Service ACSI commentary: "Maybe it’s the low prices, the liberal return policy, or the delicious free samples, but customers love Costco." BETA Customers say: "The prices are unbeatable and Kirkland is a very reliable brand." Claim to fame: Costco has numerous service awards and a service- centric corporate culture. Dania Maxwell/Bloomberg 7. HEB Grocery Category: Supermarkets ACSI Score: 84.4 ACSI commentary: "A regional supermarket serving Texas, HEB has quietly become one of the biggest and most popular private grocers in the United States." Customers say: "They have the best quality and the best assortment of fresh produce and often excellent sale prices on them so I can serve my family the most nourishing food.” hitps lwo: forbes. comisitesichistophereliot2018107/11ithese-companies-have-the-bestcustomer-servce-heres why! 2sh=4d48 16840608 m9ornarz02s 12:52 “These Companies Have The Bast Customer Service Claim to fame: Look at all these awards and recognitions. Not bad for a regional grocery chain. BETA Michael Nagle/Bloomberg 8. Toyota Category: Automobiles ACSI Score: 84.4 ACSI commentary: "Despite a spate of recent large recalls, the world's second-largest automaker remains a favorite with owners." Customers say: "The great gas mileage and great acceleration for a hybrid car." Claim to fame: That's quite a collection of awards, Toyota. hitps lwo forbes. comisitesicristophereliot2018107/11ithese-companies-have-the-bestcustomer-servce-heres why!2sh=4d48168d060a angornarz02s 12:52 “These Companies Have The Bast Customer Service BETA krisztian Bocsi/Bloomberg 9. Publix Category: Supermarkets ACSI Score: 84.3 ACSI commentary: "Employee-owned and long a leader in ACSI, Publix keeps its customers in the southern United States happy.” Customers say: "The people that work there. They make shopping a pleasure!" Claim to fame: Like the previous two winners, Publix collects awards like they're stamps. Nice hobby. hitps lwo: forbes. comisitesichistophereliot2018107/11ithese-companies-have-the-bestcustomer-servce-heres why! 2sh=4d48 16840608 sngornarz02s 12:52 “These Companies Have The Bast Customer Service Photo by Daniel LEAL-OLIVAS / AFP) 10. Wegmans Food Markets BETA Category: Supermarkets ACSI Score: 84.2 ACSI commentary: "A smaller regional supermarket like HEB, Wegmans makes grocery purchasers in the northeast U.S. happy.” Customers say: "The brightness and decorations in the store. It is a very welcoming place." Claim to fame: It's a great place to work, according to, um, another publication. Akio Kon/Sloomberg 11. Subaru Category: Automobiles ACSI Score: 83.9 htps:iww forbes. comisitesichristopheralot2018/07/11/these-companies-have-the-best-customer-serice-neres-why/sh=4d4B 16840802 10/19.orian0ct 1282 “hese Companies Have The Bes Customer Sence ACSI commentary: "The safety-focused carmaker has spun its popularity with customers into record U.S. sales in recent years." BETA Customers say: "That it's just an all-around good safe car and goes great in the winter season.” Claim to fame: Kelley Blue Book named Subaru the "most trusted" car brand for 2018. Krisztian Bocsi/Bloomberg: 12. Google Category: Internet Search Engines ACSI Score: 83.6 ACSI commentary: "Still just a simple white page with a box, Google has turned efficiency and ease of internet searches into one of the world's largest companies Customers say: "They always have the most accurate results." Claim to fame: Highly ranked on Glassdoor's best places to work survey. tps: forbes. comisitesichistopheralot2018/07/11/these-companies-have-the-best-customer-service-nereswhysh=4d4B168d80a 11/19,o7rizre021 12:82 “These Companies Have The Bast Customer Service BETA [AP Photo/Jenny Kane 13. Apple Category: Personal Computers ACSI Score: 83.3 ACSI commentary: "While its iPhone products propel its growth, Apple's personal computers are still loved by customers.” Customers say: "The excellent software is not hampered with viruses like other operating systems." Claim to fame: One word -- iPhone. hitps:lwo forbes. com/siesichistopherelot2018/07/11/these-companies-have-the-best-customer-service-neres-why/?sh=4d4B168d080a 12/19,ornarz02s 12:52 ‘These Companies Have The Bes! Customer Service ‘| a BETA Gilles Sabr/Bloomberg 14. L Brands Category: Specialty Retail ACSI Score: 83.3 ACSI commentary: "With more than $10 billion in annual revenue, L Brands portfolio of stores are not a "secret" anymore, and customers like them." Customers say: "I have a scent and product for every mood.” Claim to fame: Parent company of Victoria's Secret. SeongJoon Cho/Bloomberg 15. LG hitps:iwow forbes. com/sitesichistopheralot2018/07/11/these-companies-have-the-bestcustomer-service-neres-whysh=4d4B 16840800 13/19,ornarz02s 12:52 “These Companies Have The Bast Customer Service Category: Household Appliances ACSI Score: 83.3 BETA ACSI commentary: "Household appliances may not be exciting, but LG's quality and value make it a winner with customers.” Customers say: "I have never had a problem with either of my new LG washer and dryer. I have no complaints.” Claim to fame: Its products receive awards for innovation year after year. Matthew Staver/Bloomberg 16. Texas Roadhouse Category: Full-Service Restaurant ACSI Score: 82.3 ACSI commentary: "Good steaks, good service, and free peanuts make Texas Roadhouse a winner for its customers.” hitps:iww- forbes. comisitesichistopheralot2018/07/11/these-companies-have-the-best-customer-service-neres-why/sh=4d4B168db80a 14/19,ornarz02s 12:52 “These Companies Have The Bast Customer Service is like no other steakhouse. I Customers say: "The value for the meats always feel like I am getting my money's worth every trip." BETA Claim to fame: Scroll to the bottom of this list for all the awards. Luke Sharrett for Bloomberg 17. Cracker Barrel Category: Full-Service Restaurant ACSI Score: 82.3 ACSI commentary: "Simple, traditional American ri and low prices make Cracker Barrel a favorite." Customers "Cracker Barrel is the clo! thing to Grandma and Mom's recipe that I've found. Our entire family loves Cracker Barrel because of that reason." Claim to fame: Won the Chain Restaurant Consumers’ Choice Award three years in a row. hitps:iww forbes. comisiesichistopheralott2018/07/11/these-companies-have-the-best-customer-service-neres-whyfsh=4d4B168db80a 15/19,ovrzre02 12:82 “These Companies Have The Bast Customer Service BETA Scott Eells/Sloomberg 18. Thrivent Financial Category: Life Insurance ACSI Score: 82.0 ACSI Commentary: “A not-for-profit life insurer with a reputation for corporate social responsibility that appears to extend to its customers.” Customers say: "They actually care about the customer's needs.” Claim to fame: Named one of the world's most ethical companies last year. PS hitps:lwo- forbes. com/sitesichristopheralot2018/07/11/these-companies-have-the-best-customer-service-neres-whyf?sh=4d4B168d080a 16/19.ornarz02s 12:52 “These Companies Have The Bast Customer Service fF Se BETA Christopher Lee/Bloomberg 19. FedEx Category: Consumer Shipping ACSI Score: 82.0 ACSI Commentary: "Its rapid delivery and easy package tracking make tisfied." FedEx customers Customers say: "The very happy person with a big smile who delivers my parcels. Very sweet." Claim to fame: Recipient of multiple international customer service awards, including the Ruban d’Honneur award for outstanding customer focus. Daniel Acker/Bloomberg, 20. Daimler - Mercedes Benz hitps:iwow forbes. com/sitesichistopheralot2018/07/11/these-companies-have-the-bestcustomer-service-neres-why/sh=4d4B 1684800 17/19,o7rizre021 12:82 “These Companies Have The Bast Customer Service Category: Automobiles ACSI Score: 81.8 BETA ACSI Commentary: "A name synonymous with luxury, Mercedes is typically at or near the top of the automakers in ACSI measurement.” Customers say: "It drives like a dream." Claim to fame: With cars like that, no wonder it has so many awards. How they drew up a list of companies that have the best customer service As promised, here's a little more on ACSI's rigorous methodology and how they answered the question of which companies have the best customer service. The researchers used data for all companies from 2015 to 2017 to rank the companies. These rankings were compiled year-by- year based on a company’s performance on customer satisfaction, along with consumer perceptions of service quality, value, and brand loyalty. ‘ACSI excluded pure-product companies, such as those that manufacture nondurable goods. "A company had to appear in the top 25 for two of the three years to be included in the final rankings," says Morgeson. "Those meeting this criterion then had their blended score on the variables mentioned above averaged across the three years, resulting in a final ranking for the three- year period.” Who am I to say which companies have the best customer service? Where are my manners? I almost forgot to tell you who I am. I've covered customer service for decades as a consumer advocate. I've founded three nonprofit organizations, including Elliott Advocacy, which empowers consumers to solve their problems and helps those who can't. My site maintains the largest database of executive customer service contacts in the world. I've also written several books on customer service. hitps:iwow forbes. com/siesichistopheralot2018/07/11/these-companies-have-the-best-customer-service-neres-whyish=4d4B 16840800 18/19,onrzet 282 “These Companies Have The Best Customer Sence Lwrite a weekly nationally syndicated column about customer service for consumers. My mission at Forbes is to cover service from the customer perspective. We already have several terrific contributors who write about it from a business point of view. I'm excited to hear from you as we take this adventure through Consumerland together. Naming which companies have the best customer service is just the start. If you have any story ideas, comments, complaints, or news tips -- or if you just want to send me a lengthy email I'd love to hear lamenting the death of customer service in America from you. You can email me at chris@elliott.org or you can get help with any customer service issue on my consumer advocacy site. £ Christopher Elliott Christopher Elliott is the founder of Elliott Advocacy, a 501(¢)(3) nonprofit organization that empowers consumers to solve their problems... Read More Reprints & Permissions htps:lwo- forbes. comisitesichistopherelot2018/07/11/these-companies-have-the-bestcustomer-sorvice-neres-why/2sh=4d48 16840802 BETA s9n9