urn:uuid:0625dc36-d96f-6381-1a2a-80064f845bda http://gethuman.com/Amazon_com/news_44/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:b51bd7f4-6e91-b483-c9ff-a4a3b6b5b12b 2012-02-01T15:17:43+00:00

urn:uuid:2403cd4b-8f24-3491-d2ab-cb125984025b 2012-01-30T04:05:27+00:00

urn:uuid:ad29f46f-df29-d188-2290-483c9761ada8 2012-01-07T20:21:24+00:00

urn:uuid:56a5c76b-06a9-0a58-2b4e-e2fbf53c3814 2012-01-04T15:00:30+00:00

urn:uuid:12fef06d-5e64-89cc-8a18-50b9a677ab6b 2011-12-31T03:38:39+00:00

urn:uuid:48e6b262-db44-834d-6e91-d0c097af7690 2011-12-31T03:38:31+00:00

urn:uuid:90e61848-d2e7-072d-1291-7a948faa354e 2011-12-30T15:29:35+00:00

It's an interesting study with more interesting results. Of note is that TigerDirect.com, Macy's, JC Penney, Dell, VistaPrint and Home Depot all saw upticks in terms of customer satisfaction. We say it all the time but it's worth repeating, in hard times, customers are more empowered than ever in terms of where they do their business. Good companies have to provide solid customer service as well as good products or those consumers will go elsewhere. While it's easy to take note of which companies are doing a bad job, it's also worth noting which companies do a good job and we look forward to seeing more results and more exciting changes in the customer service space as this year ends, and the new year begins.

If you want to see the full results of the study, click here and Happy New Year everyone! ]]>

urn:uuid:3ef7c329-9655-2ecf-2e6e-2d4c73d7c6be 2011-12-30T00:25:55+00:00

urn:uuid:e7f3df47-b59a-283a-ba73-b69fcc29b89e 2011-12-19T14:13:01+00:00

urn:uuid:32c6c7d1-8220-f034-6b4c-f92bb647866c 2011-12-14T20:57:36+00:00

urn:uuid:704244d6-ecab-c95b-452b-9cabe379976a 2011-12-09T18:14:07+00:00

urn:uuid:bdf6782b-b965-a7fe-7ca6-1bd1bfd5e29b 2011-12-08T03:58:38+00:00

urn:uuid:42d1dae9-a8d2-1b44-5fc5-ea72b529db57 2011-12-02T19:43:57+00:00

urn:uuid:60870032-8a2b-bf98-77bc-2d52aea7f940 2011-11-29T11:00:50+00:00

urn:uuid:456bb247-db3c-9a48-ee4c-87903029a385 2011-11-23T04:25:06+00:00

urn:uuid:0c841040-ce94-5856-b4ef-9e99c70e1f4e 2011-11-20T00:13:33+00:00

urn:uuid:14ec31b4-7ceb-3761-fc6b-09baddf60c21 2011-04-05T14:24:32+00:00

Amazon.com ranked highest out of 143 companies in terms of overall customer experience. The Temkin group looked at customer's interactions online, on the phone, and in person for all of the companies, and determined that customers had the best experience with Amazon.com. Other companies in the top five included Kohl's, Costco, Lowe's and Sam's Club. What's interesting is that Apple, routinely ranked the highest for customer service, recieved a score of 60, compared to the 81 scored by Amazon.com. However, Apple still ranked higher than Dell, Acer and all other computer companies. To no one's surprise, and the rankings are consistent with the complaints that we hear a lot about here at GetHuman.com, the worst offenders were cellphone carriers, followed by health care providers, and then the cable companies. Not surpisingly, Comcast ranked second to last on the entire list.

For more on the interesting study by the Temkin Group, click here. ]]>

urn:uuid:716e24ff-b121-f90b-64c7-e869c65a6155 2009-12-22T00:48:24+00:00

Amazon.com for their holiday shopping, and why not? Amazon has hundreds of products and a strong community of customers offering suggestions and feedback on products. But Gethuman has a haunch that it also has a lot to do with Amazon's willingness to bend over backwards for its customers, especially in the holiday season.

A recent Amazon.com shopper ordered iPod speakers for their sister's Christmas present, when he saw that they would not arrive in time for Christmas he called Amazon's customer service who "immediately offered to ship a new set overnight for free". Don't mistake this for a fluke. An Amazon customer service representative let Gethuman know that they are "prioritizing all shipments, even super saver ones, with an estimated delivery date of December 24 or sooner".]]>

urn:uuid:c440090e-1b30-42b6-e503-eac2d9f66425 2007-03-07T09:51:28+00:00

- No waiting They'll connect you directly with a Customer Service Associate,
- No delays as long as you're logged into Amazon when you "Click to Call us", They'll know who you are; you won't have to answer a lengthy series of questions to verify your identity, you can get right down to business, and
- They're ready to answer your questions the Customer Service Associate who speaks to you will be immediately ready to focus on your questions.

My experience was: I didn't have to wait. My phone rang immediately and I was connected within a minute to a human. Since I was logged in, I didn't have to provide a lot of information; they knew who I was and quickly pulled up the information about my order. And the representative was ready to focus on my question.

I called several times to test this and got a representative with an accent several times. Their recorded message (before the human came on) was a bit verbose, but not too bad. Also, a few of the times that I called they were making upgrades to their system and couldn't help me at all. Hopefully that was just a bad day for them in that regard.

Overall, that's pretty good, when compared to our standards. I can really only knock them on two items: difficulty understanding the reps and verbosity. But I do commend their innovative use of technology. Of course it assumes that you're willing to log on via the Internet, but if you're willing to make that effort, seems like they are willing to respond.]]>