Amazon Tops In Customer Satisfaction (Again) - Twice

Amazon Tops In Customer Satisfaction (Again)

In contrast, Time Warner Cable can’t get no customer satisfaction.
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There’s a reason why Amazon is eating everyone’s supper and it can be boiled down to two words: customer satisfaction.

There’s a reason why Amazon is eating everyone’s supper and it can be boiled down to two words: customer satisfaction.

The term has actually been quantified by the American Customer Satisfaction Index (ACSI), which breaks it down into five criteria (expectations, quality, value, complaints and loyalty), and queries 70,000 consumers each year about their experiences with over 330 companies, based on those factors.

Sitting atop ACSI’s year-end hit parade once again is Amazon, tying with Nordstrom and Chick-fil-A as the nation’s most customer-centric companies by scoring a chart-topping 86 on a scale of 0-100.

Running close behind within the tech, retail and appliance industries are Apple computers and Costco, which tied at 84.

GE and LG appliances also tied, at 82, while Electrolux, Lowe’s, Netflix, Newegg and Samsung appliances came in at 81.

Apple and Samsung both rated an 80 for their smartphones, tying Sam’s Club and Target in retail and Whirlpool in majaps, which edged out Bosch at 79.

Among other big industry names, Best Buy maintained last year’s score of 77 (tying with GameStop) despite its own internal assessments that pointed to improvements in customer service.

Further down the list, LG smartphones and Lenovo rated a 74, while most mobile carriers and PC makers occupied the 69 to 73 range.

ACSI purgatory was reserved for the cable and ISP companies, with Time Warner bottoming out at 51.

Viewed by industry, online retail showed the most improvement year over year, rising 5.1 percent to score an 82, although majaps, which showed a more modest 1.3 percent gain, to 81, has “consistently been one of the higher-scoring industries with products that are reliable and generally of high quality, according to customers,” ACSI said.

Nonetheless, 59 percent of companies tracked for more than a year showed a decline in customer satisfaction, leading ACSI chairman/founder Claes Fornell to conclude: “By and large, the overall customer experience for goods and services purchased and consumed in the United States is getting worse.

“There are exceptions,” he noted, “but the overall trend of deteriorating customer satisfaction encompasses nearly every industry and is holding consumer spending in check, forcing retailers into steeper or more extended discounts.”

Here’s the complete pan-industry list of companies and their 2015 ACSI scores:

Company Name

ACSI Score

Amazon (Internet retail)

86

Chick-fil-A

86

Nordstrom

86

Trader Joe's

85

Wegmans Food Markets Inc.

85

Apple (Personal Computers)

84

Costco

84

Lexus (Toyota)

84

Acura (Honda)

83

Chipotle Mexican Grill

83

L Brands

83

Lincoln (Ford)

83

Mercedes-Benz (Daimler)

83

Texas Roadhouse

83

Clorox

82

Atmos Energy

82

BMW

82

FedEx

82

General Electric

82

H-E-B

82

Hillshire Brands

82

LG (Household Appliances)

82

Publix

82

Subaru

82

Thrivent Financial

82

Toyota (Toyota)

82

UPS

82

H.J. Heinz

81

Dole

81

ALDI

81

Barnes & Noble

81

Bed Bath and Beyond, Inc.

81

BJ's Wholesale Club, Inc.

81

CenterPoint Energy

81

Dillard's

81

Electrolux

81

Hyundai

81

Kroger (Health and Personal Care)

81

LongHorn Steakhouse (Darden)

81

Lowe's

81

Netflix

81

Newegg

81

Primerica

81

Samsung (Household Appliances)

81

Target Corporation (Supermarkets)

81

Whole Foods

81

Mars

80

Quaker (PepsiCo)

80

ConAgra

80

Kellogg

80

Apple (Cell Phones)

80

Buick (GM)

80

Cadillac (GM)

80

Cracker Barrel

80

Farm Bureau

80

Hilton

80

Honda

80

Hyatt

80

Kohl's

80

Marriott

80

Mazda

80

Panera Bread

80

PetSmart, Inc.

80

Salt River Project

80

Sam's Club

80

Samsung (Cellular Telephones)

80

Target Corporation (Department and Discount Stores)

80

Touchstone Energy

80

Unilever

80

Vanguard

80

Volkswagen

80

Whirlpool

80

Hershey

79

Kraft

79

Campbell Soup

79

Coca-Cola

79

Colgate-Palmolive

79

Dr Pepper Snapple

79

Dial

79

BI-LO Holding, LLC (includes Winn-Dixie)

79

Bosch

79

Chevrolet (GM)

79

Dollar Tree, Inc.

79

eBay

79

FirstEnergy

79

Ford (Ford)

79

Macy's

79

Motorola Mobility (Google) (cell phones)

79

New York Life

79

Olive Garden (Darden)

79

Regions Bank

79

Scottrade

79

Sempra Energy

79

Staples

79

Tyson

79

Volvo (Ford)

79

General Mills

78

Nestle

78

PepsiCo

78

MillerCoors

78

Amazon (personal computers)

78

Applebee's

78

Audi

78

BlackBerry

78

Charles Schwab

78

Dell

78

Dominion Resources

78

Dunkin' Donuts

78

Edward Jones

78

GMC (GM)

78

Google

78

Kia

78

Kroger (Supermarket)

78

Meijer, Inc.

78

Menards

78

Nike

78

NiSource

78

Northwestern Mutual

78

Office Depot

78

Outback Steakhouse

78

Papa John's

78

Pinterest

78

Pizza Hut (Yum! Brands)

78

PPL

78

Rite Aid

78

Samsung (Personal Computers)

78

Southwest

78

State Farm Property and Casualty Insurance)

78

Target Corporation (Health and Personal Care Stores)

78

TJX

78

Levi Strauss

78

Jones Group

77

Adidas

77

Allstate Life Insurance

77

ASUS

77

BB&T

77

Best Buy

77

Big Lots, Inc.

77

Capital One

77

CPS Energy

77

Delhaize America (Food Lion, Hannaford)

77

Entergy

77

Expedia

77

Fidelity

77

GEICO

77

HTC

77

Infiniti

77

J.C. Penney

77

Mitsubishi

77

NextEra Energy

77

Nissan

77

Overstock

77

Prudential

77

Red Lobster (Darden)

77

Red Robin

77

ShopRite Supermarkets

77

Southern Company

77

Subway

77

The GameStop Corporation

77

TracFone Wireless, Inc.

77

Walgreens

77

Wikipedia

77

VF

76

Ameren

76

CMS Energy

76

Dodge (Chrysler)

76

Edison International

76

FOXNews.com

76

Home Depot

76

Instagram (Facebook)

76

InterContinental

76

La Quinta

76

Mini (BMW)

76

Mutual of Omaha

76

NYTimes.com

76

Starwood

76

State Farm (Life Insurance)

76

TGI Fridays

76

U.S. Bank

76

Xcel Energy

76

YouTube (Google)

76

Procter & Gamble

75

AAA

75

Alaska Airlines

75

Berkshire Hathaway Energy

75

CVS Caremark

75

Denny's

75

Dollar General

75

Domino's Pizza

75

Facebook

75

Family Dollar

75

Fifth Third Bank

75

Gap

75

Google+

75

Jeep (Fiat Chrysler)

75

Lincoln Financial

75

MetLife

75

Microsoft

75

Microsoft Mobiel (Nokia)

75

MSNBC.com

75

Nationwide

75

Orbitz

75

Priceline

75

Safeway

75

Supervalu

75

Travelocity       

75

U.S. Postal Service (Express & Priority Mail)

75

Wells Fargo Bank

75

Yahoo!

75

Hanesbrands

74

Anheuser-Busch InBev

74

ABCNews.com

74

Albertsons LLC

74

American Electric Power

74

AOL

74

Arby's

74

Best Western

74

Chili's

74

Chrysler ( Fiat Chrysler)

74

DTE Energy

74

E*Trade

74

Lenovo

74

LG (cell phones)

74

Little Caesars

74

MSN (Microsoft)

74

Progressive

74

Starbucks

74

SunTrust Bank

74

USATODAY.com

74

Allstate Property & Casualty Insurance

73

American Family

73

Bright Line Networks (Fixed-Line Telephone)

73

Choice

73

Citibank

73

CNN.com (Time Warner)

73

Fiat (Fiat Chrysler)

73

Hewlett-Packard

73

KFC (Yum! Brands)

73

Liberty Mutual

73

Merrill Edge (Bank of America)

73

Ruby Tuesday

73

Sears

73

TD Ameritrade

73

Toshiba

73

Travelers

73

Vonage (Fixed-Line Telephone)

73

Wendy's

73

Ahold USA (Stop & Shop, Giant)

72

Bing (Microsoft)

72

Burger King

72

Duke Energy

72

Giant Eagle

72

Jack in the Box

72

Pepco Holdings

72

Public Service Enterprise Group

72

Taco Bell (Yum! Brands)

72

About.com

71

Chase

71

Delta

71

Farmers

71

JetBlue

71

Kaiser Permanente

71

PG&E

71

TheHuffingtonPost.com (AOL)

71

Twitter.com

71

Verizon Communications (FiOS) (Subscription Television Service)

71

Verizon Wireless (Wireless Telephone Service)

71

Wal-Mart (Supermarkets)

71

Acer

70

AT&T Mobility

70

Blue Cross and Blue Shield

70

CenturyLink (Fixed Line Telephone)

70

Citizens Bank

70

T-Mobile

70

Anthem

69

AT&T (U-verse) (ISP)

69

AT&T (U-verse) (TV)

69

Charter Communications (Fixed Line Telephone)

69

Exelon

69

Tumblr (Yahoo!)

69

Aetna

68

Bank of America

68

Consolidated Edison

68

Cox Communications (Fixed Line Telephone)

68

DIRECTV

68

Exchange

68

LA Department of Water & Power

68

LinkedIn

68

Verizon Communications (FiOS) (Internet Service Providers)

68

Verizon Communications (Fixed Line Telephone)

68

Wal-Mart (Department & Discount Stores)

68

Walmart (Health and Personal Care Stores)

68

Wyndham

68

Answers.com

67

Cablevision Systems Corporation (Fixed-Line Telephone)

67

Cablevision Systems Corporation (Subscription Television)

67

DISH Network

67

McDonald's

67

American Airlines

66

Eversource Energy

66

UnitedHealth

66

Allegiant Air

65

AT&T (Fixed Line Telephone)

65

Bright House Networks (Subscription Television)

65

Sprint

65

Comcast (Fixed Line Telephone)

64

Bright House Networks (ISP)

63

Charter Communications (TV)

63

Motel 6

63

Time Warner Cable (Fixed-Line Telephone)

63

Cox Communications (TV)

62

Cablevision Systems Corporation (ISP)

61

Frontier Communications Corporation (ISP)

61

Windstream Communications (Fixed-Line Telephone)

61

CenturyLink (ISP)

60

Cigna

60

United

60

Frontier Communications Corporation (Fixed-Line Telephone)

59

Cox Communications (ISP)

58

Frontier Airlines

58

Time Warner Cable (Internet Service Providers)

58

Charter Communications (ISP)

57

Mediacom Communications (Internet Service Providers)

57

Suddenlink Communications (Subscription Television)

57

Comcast (ISP)

56

Comcast (TV)

54

Spirit Airlines

54

Mediacom Communications Corporation (Subscription Television)

51

Time Warner Cable (Subscription Television Service)

51

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