- Wednesday November 4, 2009
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The Customer Service Elite
Special Report: Tops in Customer Service
Poll: Which Companies Are In Your Top 10?
Slide Show: Customer Service Champs
The names on our second annual list of Customer Service Champs know how to keep front-line folks happy, make tech investments that help rather than hinder consumers and have leaders who make service a priority. See a full explanation of how we chose the winners, and to have your own say. This year, we're letting readers help to reorder the top 10 names on our list.
Click column heading once to reorder from highest to lowest. Click twice to reorder from lowest to highest.
| Rank | Brand | People Grade | Process Grade | Service Index | Would Definitely Recommend Brand (%) | Will Definitely Repurchase (%) | Industry |
| USAA | A+ | A+ | Insurance | ||||
| L.L. BEAN | A+ | A+ | Online/Catalog Retail | ||||
| FAIRMONT HOTELS & RESORTS | A+ | A+ | Hotels | ||||
| LEXUS | A+ | A+ | Auto | ||||
| TRADER JOE'S | A | A | Supermarkets | ||||
| STARBUCKS | A | A | Restaurants | ||||
| JETBLUE AIRWAYS | A | A- | Airlines | ||||
| EDWARD JONES | A+ | A | N/A | Brokerage | |||
| LANDS' END | A+ | A- | Online/Catalog Retail | ||||
| ACE HARDWARE | A | A | Home Improvement/Big Box Retail | ||||
| LINCOLN | A+ | A+ | Auto | ||||
| THE RITZ-CARLTON | A+ | A+ | Hotels | ||||
| AMICA | A+ | A+ | Insurance | ||||
| ENTERPRISE RENT-A-CAR | B+ | B+ | Rental Cars | ||||
| PUBLIX SUPER MARKETS | A- | A | Supermarkets | ||||
| NORDSTROM | B- | B- | Department Stores | ||||
| SOUTHWEST AIRLINES | B+ | B | Airlines | ||||
| WACHOVIA | B- | B | Banking | ||||
| SMITH BARNEY | A+ | B | Brokerage | ||||
| CADILLAC | A+ | A+ | Auto | ||||
| APPLE | C+ | B | Computers | ||||
| CHICK-FIL-A | A- | B+ | Restaurants | ||||
| AMAZON.COM | A | A | Online/Catalog Retail | ||||
| JW MARRIOTT HOTELS & RESORTS | A+ | A+ | Hotels | ||||
| TRUE VALUE | B+ | B+ | Home Improvement/Big Box Retail | ||||
| HERTZ | B | B+ | Rental Cars | ||||
| T-MOBILE | C | C- | Wireless Providers | ||||
| VANGUARD | A | B+ | Brokerage | ||||
| ERIE INSURANCE | A | B+ | Insurance | ||||
| NATIONAL CITY | C+ | B- | Banking | ||||
| JAGUAR | A+ | A+ | Auto | ||||
| BUICK | A+ | A+ | Auto | ||||
| WHOLE FOODS MARKET | B | A- | Supermarkets | ||||
| BMW | A | A | Auto | ||||
| SATURN | A+ | A+ | Auto | ||||
| FRONTIER AIRLINES | B+ | B | Airlines | ||||
| PORSCHE | A+ | A+ | Auto | ||||
| INFINITI | A+ | A+ | Auto | ||||
| NEIMAN MARCUS | C | C+ | Department Stores | ||||
| RENAISSANCE HOTELS & RESORTS | A+ | A+ | Hotels | ||||
| FOUR SEASONS HOTELS AND RESORTS | A+ | A | Hotels | ||||
| WINDSTREAM COMMUNCATIONS | C- | D | Telecommunications | ||||
| PONTIAC | A | A+ | Auto | ||||
| LOWE'S | B- | B+ | Home Improvement/Big Box Retail | ||||
| HONDA | A | A+ | Auto | ||||
| HUMMER | A | A | Auto | ||||
| FORD | A | A+ | Auto | ||||
| EMBASSY SUITES HOTELS | A- | A+ | Hotels | ||||
| W HOTELS | A | A | Hotels | ||||
| TOYOTA | A | A | Auto | ||||
*The Service Index is composed of a weighting of J.D. Power's scores for "people" and "process," plus bonus scores for brands that finish in the top 10% of our reader poll and for brands that are industry leaders. Thus, some companies with middling grades may have high service index scores because they rank highly in their industries. For a full methodology, please click here, Methodology
