Thursday February 25, 2010

The Customer Service Champs

Special Report: Customer Service in a Shrinking Economy

The winners in our third annual ranking may be facing tough times, but they�re looking for smart ways to cut costs that don�t slash service.

Click column heading once to reorder from highest to lowest. Click twice to reorder from lowest to highest.

Rank	Brand	Industry	Quality of Staff	Efficiency of Service	Total Score	Percent Would Definitely Recommend Brand (%)	Percent Will Definitely Repurchase (%)

1	AMAZON.COM	ONLINE/CATALOG RETAIL	A+	A	1035.12	64.71	60.78
2	USAA	INSURANCE	A+	A+	1029.36	74.51	84.39
3	JAGUAR	AUTO	A+	A+	1022.34	54.20	33.64
4	LEXUS	AUTO	A+	A+	992.09	57.16	37.75
5	THE RITZ-CARLTON	HOTEL	A	A	976.78	47.72	32.71
6	PUBLIX SUPER MARKETS	SUPERMARKET	A-	A	969.75	50.51	58.33
7	ZAPPOS.COM	ONLINE/CATALOG RETAIL	A+	A	969.65	69.00	51.04
8	HEWLETT-PACKARD	CONSUMER ELECTRONICS	A	A-	959.17	55.79	53.00
9	T. ROWE PRICE	BROKERAGE	A	B	946.92	46.36	44.68
10	ACE HARDWARE	HOME IMPROVEMENT/ELECTRONICS RETAIL	A-	A-	940.11	58.48	60.93
11	KEYBANK	BANKING	A-	B+	934.86	58.94	27.40
12	FOUR SEASONS HOTELS & RESORTS	HOTEL	A	A	919.18	51.55	38.76
13	NORDSTROM	DEPARTMENT STORE	B-	B	917.23	42.31	40.21
14	CADILLAC	AUTO	A+	A+	915.73	58.94	39.82
15	AMICA	INSURANCE	A	A	912.06	62.97	69.52
16	ENTERPRISE RENT-A-CAR	RENTAL CAR	B	B	906.75	37.94	35.34
17	AMERICAN EXPRESS	CREDIT CAR	B	B+	905.76	46.90	43.53
18	TRADER JOE'S	SUPERMARKET	A-	B+	904.31	61.32	57.69
19	JETBLUE AIRWAYS	AIRLINE	B	B	897.24	59.51	49.56
20	APPLE	CONSUMER ELECTRONICS	B-	A	886.11	67.29	58.65
21	CHARLES SCHWAB	BROKERAGE	A	B	882.73	39.43	45.52
22	BMW	AUTO	A+	A+	879.88	52.27	38.62
23	TRUE VALUE	HOME IMPROVEMENT/ELECTRONICS RETAIL	B+	B+	875.67	57.20	55.56
24	L.L. BEAN	ONLINE/CATALOG RETAIL	B	A	865.88	53.85	49.52
25	JW MARRIOTT	HOTEL	A	A	864.98	56.75	48.47