Now is a great time of year in customer service. Several different companies post new studies about which companies have performed well in the customer service arena around the holiday season as well throughout the year. A new study by ForeSee Results that measured customer satisfaction of 40 different companies has announced that Amazon.com is once again the best company in terms of customer service and customer satisfaction. Amazon.com, already solid in it's customer service, owns Zappos which continually is at the top of customer satisfaction and customer service, so it's no real surprise the company was able to take the top spot. What's really interesting about the study is the falloff of Netflix. We've detailed some of the travails the company has faced this year, but the company fell way off in it's score in a study that it normally performs well in. One thing to keep an eye on in 2012 is what happens with the two companies in terms of customer satisfaction as they appear to be trending in opposite directions. Loyal customers are more likely to recommend good companies to one another, so one has to assume that just as easily as they can recommend good companies, customers will likely badmouth bad companies. That's good news for Amazon.com, and bad news for Netflix. It will be interesting to see what happens with Netflix this year with the advent of Redbox as well as Apple getting into the television download space. Netflix could be losing market share quickly, but one way to combat that drop off is to provide excellent customer service and regain the mojo the company once had.
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!
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Posted by GetHuman on Fri, 30 Dec 2011 3:29pm