Many clients start businesses with the idea that they are going to stand out from the crowd because they are going to offer, “excellent customer service.” However, when you ask them to define what that means, many of them cannot. So, when you are considering how to deliver excellence in customer service, we encourage you to follow the lead of businesses who are doing it right.
Temkin Group, a leading consumer research firm, recently ranked 294 organizations within 20 different industries on how well they performed in delivering excellent customer service. The survey was conducted based on 10,000 consumer responses from January, 2016. Here are a few companies you may know and their customer satisfaction rating:
- Publix – 81%
- Chick Fil-A – 78%
- Regions Bank – 75%
- USAA Bank – 75%
If you are a member of a credit union, you are probably seeing a good example of excellent customer service there also. The industry received an overall rating of 77%. Or, you may know of a few local businesses that make you feel great as a customer. These are the types of businesses you want to copy when formulating your own customer service plans.
So, next time you are thinking about how to be a customer service rock star, sit down and make a list of why you feel so good about working with your local credit union or why you actually enjoy getting your groceries from Publix or picking up lunch at Chick Fil-A. They obviously know what they are up to.