Posted by Shivali Anand
September 30, 2021 | 3-minute read (474 words)
You've probably heard that businesses like Chick-fil-A, Publix and Nordstrom offer legendary customer service. Although these companies place a high emphasis on customer service, they aren't the only ones that have worked out how to keep consumers satisfied.
We looked through the J.D. Power statistics to see which firms in select categories had the highest customer service scores in 2019, before the pandemic disrupted so many businesses across the U.S.
Porsche and Buick (automobile sector)
When it comes to customer satisfaction in the automobile sector, it appears that automakers might perform an outstanding job of communicating with their customers. Although 34% of buyers desire to interact with auto companies through SMS, just 9% of brands do so. Porsche, which rated first among luxury brands for dealer service, and Buick, which was the top-ranked mass-market automobile business based on consumer happiness, are two companies keeping consumers pleased.
DISH Network (TV provider)
Customers in this group are susceptible to high bill concerns or service interruptions; therefore, firms that provided a smooth experience fared well. DISH Network came out on top in the category, just beating out Verizon in the rankings. AT&T/DirecTV came in third place.
FromYouFlowers.com (online flower retailer)
Consumers who buy flowers online expect an integrated web-based experience and the ability to call without any trouble or to go through various steps in the process. Because of its online services, shipping, price, and selection of products, J.D. Power placed FromYouFlowers.com first in this area.
Best Buy (home appliances)
Customers expect sales staff members to connect with them and follow them through their whole journey, from purchase through home delivery and installation, according to J.D. Power research. Best Buy was the most popular retailer in this category, followed by Lowe's, The Home Depot and Sears.
Bank of America (banking / financial advice)
Banks are not any more places where customers line up to deposit their salaries, thanks to the technological possibilities provided by cellphones and internet banking. Banks instead emphasize their counsel and financial advice, with 78% of retail bank clients in the United States demanding it. Bank of America leads in this category, followed by PNC and Wells Fargo.
Erie Insurance (car insurance)
Price is the No. 1 reason people quit their car insurance carriers, according to J.D. Power, and competitive pricing is the top feature car insurance firms should offer if they want to keep clients. Erie Insurance came out on top in this area, followed by Amica and Auto-Owners Insurance.
Alaska Airlines, Southwest Airlines, and JetBlue (airlines)
In the airline industry, customer satisfaction is increasing due to new technological advances that make the reservation and check-in processes simpler. Alaska came in first among traditional airlines, followed by Delta. JetBlue and Southwest were in a tie for the first position in the low-cost airline category.