Amazon Tops In Customer Satisfaction: Study

Cable companies score lowest on ACSI index
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Topping the rankings as No. 1 in customer satisfaction is Amazon.com, which earned an ACSI score of 88 on a scale of zero to 100.

Ann Arbor, Mich. — The American Customer Satisfaction Index (ACSI) has released its year-end list of most- and least-beloved companies, based on interviews with over 70,000 U.S. consumers.

Topping the rankings as No. 1 in customer satisfaction is Amazon.com, which earned an ACSI score of 88 on a scale of zero to 100. The leading e-tailer said it saved customers over $2 billion in free shipping this holiday season and added 10 million new Prime membership subscribers.

Bottoming out at No. 229 is Time Warner Cable, which earned scores of 56 and 54, respectively, for its TV and Internet service.

Time Warner wasn’t alone in cable and satellite dissatisfaction: also occupying the list’s lowest rungs were Verizon (No. 209 in TV); DISH Network (No. 211); AT&T U-verse (No. 218 in TV); CenturyLink (No. 219 in TV); Cox Communications (Nos. 221 and 222 in ISP and TV); Charter Communications (Nos. 223 and 224 in ISP and TV); and Comcast (Nos. 225 and 227 in TV and ISP).

Among other tech companies, Apple ranked 12th overall (behind Subaru) with a satisfaction score of 84, followed by Google (No. 24) and Samsung (No. 57).

Apple separately ranked 79th for its smart phones.

Among other CE retailers, Costco placed 13th (behind Apple) with an ACSI score of 84, followed by Newegg.com (No. 26) and OfficeMax (No. 37). Best Buy, which has made a priority of improving customer satisfaction, still has a ways to go, ranking halfway on the list at No. 113.

Top majap honors went to Electrolux, which ranked 80th out of the 229 assessed companies.

The ACSI index, developed at the University of Michigan, considers customer satisfaction, expectations, complaints and loyalty, as well as perceived quality and value.

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