Top 5 Companies in Customer Service | SharpenCX (2022)

Customer service is the heartbeat of your company. Your agents are the warriors on the front-lines. They spring into action at the whim of your customers, vying to answer questions, fix issues, and give each person a memorable experience.

You and your agents know that negative customer service experiences are spewed across social media sites and then chatted about at family gatherings, while positive experiences are touted with rave reviews and uplifting stories at company parties. There’s a link between positive customer service experiences and spikes in company revenue, customer loyalty, and upbeat customer sentiment about your brand.

When a company gives customers outstanding experiences at every stage in their journey, that impact reaches beyond those customer interactions. Employees feel the impact and importance of constantly serving up positivity. And, communities rally around companies who boast high-quality customer service. Industry mavens give awards to companies with stellar service. Plus, once a company tops the list, that culture of proactive customer service radiates and continues to shine for years.

Companies who consistently exude positivity and get on the map for award-winning service have a few standard values in common. But, there’s one ever-so-important linking factor between this year’s top companies in customer service. A commitment to building personal and emotional connections.

The Temkin Group released their 2018 experience ratings of companies with the best and worst customer experience in the US. The scores, collected through customer feedback, are driven by the level of service companies offer their customers, their employees, and their communities.

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Customers rated more than 300 companies on three factors surrounding their experience:
  1. Success: How well do experiences meet customers’ needs?
  2. Effort: How easy is it for customers to do what they want to do?
  3. Emotion: How do customers feel about the experiences?

In general, supermarkets top the list for experience ratings with nearly excellent experiences across the board, while TV and Internet service providers rank lowest. TV and Internet service providers are known for long (I mean LONG) customer service hold times, and for pushing additional services for sale rather than focusing on the needs of the customer. On the flip side, grocery stores are constantly reworking their customer experiences and service initiatives to keep up with the changing needs of customers, like offering delivery options, curbside pickup for the busy shopper, and even scan-as-you-go checkout options.

Let’s dive in to the top five companies on Temkin’s list. We’re boiling down their strategies to show you how people-centric visions and customer-focused transformations put these brands on top.

Wegmans

Wegmans is a privately-held company with 127 locations and 47,916 employees. They top Temkin’s list with a score of 86 percent.

This supermarket chain creates an emotional connection with customers from their mission statement down to their commitment to social good and employee well-being. Wegman’s exists to help families live healthier, better lives through food. Their mission isn’t about being a leading company in the supermarket space, it’s about serving people.

Wegmans offers employees tuition assistance programs and gives them tons of opportunities to advance their careers. Meanwhile, customers share positive sentiment about their shopping experiences. They even gave special shoutouts to the friendly and helpful employees in the stores.

All those people-centric values also just scored the company another top seat on the newly-minted Societal ROI Index. It’s a way of measuring ROI beyond just standard dollar signs. The Societal ROI Index looks at a company’s performance in three categories: visible values, civic minds, and ethical stewards. Summed up, those values are about a company’s commitment to community and social issues, to taking care of and rewarding employees, and to a leadership team with impeccable ethical standards.

Citizens Financial

Tied with H-E-B, Publix, and Subway with a rank of 83 percent, Citizens Financial Group took home silver on Temkin’s list. This bank has 1,150 branches in 11 states throughout New England, the Mid-Atlantic and the Midwest.

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Citizens’ vision is to be a top-performing bank distinguished by its customer-centric culture and a mindset of continuous improvement and excellent capabilities.

They have a clear dedication to expanding services to benefit their customers and the communities where they bank. And they boast a contact center with 24/7 service for their customers, a rarity in the banking industry. The extended service hours Citizens provides shows their commitment to quality, consistent service for their customers, upholding the customer-centric vision they define.

Stepping beyond just the customers who bank with them, Citizens makes strides to connect with their entire community. They allow employees to volunteer during work hours. And, they encourage personal, charitable giving by matching any donations their employees make. Plus, they spread the word about financial literacy and work to educate community members of all income levels about how to become financially independent.

H-E-B

H-E-B is a privately-owned grocery store with over $21 billion in revenue. They have more than 80,000 employees who the company affectionately calls their “partners.”

As one of the four companies tied for second place, H-E-B also scored an 83 percent on Temkin’s list.

No surprise, H-E-B puts their people at the heart of everything they do. And their tagline represents this all too well: “We’re in the people business. We just happen to sell groceries.” Their core values are: service, heart, drive, innovation, commitment, and community. They’re constantly thinking up new ways to serve their customers. Like scan-as-you-go stations in their stores where customers can skip checkout lines.

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And, they’re wild about the employees who make up the company. Scour their website, and you’ll find dozens of stories about employees and why they love their jobs. Tiny nuances on their website, like filtering and searching for jobs by viewing people and their real, career stories, show that H-E-B values their employees’ experiences. They share real-life employee stories instead of neatly-crafted, stock job descriptions to lure in a new crop of workers.

Along with their customer innovation and employee focus, H-E-B has a serious commitment to their community, too. In fact, this year they’re nominated for a Shorty Social Good Award in the category of Best Real Time Response, commending their response and disaster relief efforts in the wake of Hurricane Harvey. Employees took point on leading these initiatives. They went above and beyond to stock Disaster Relief Units and reach customers and community members through any available channel they could find.

Publix

Also tied for second with Citizens Financial, H-E-B, and Subway, Publix Super Markets Inc., has 1,170 locations and $3.4 billion in revenue and is headquartered in Lakeland, Fla. This grocer is the nation’s largest employee-owned company.

They keenly focus on human satisfaction, from their customers to their employees.

“Our mission at Publix is to be the premier quality food retailer in the world. To that end, we commit to being passionately focused on customer value, intolerant of waste, dedicated to the dignity, value and employment security of our associates, devoted to the highest standards of stewardship for our stockholders, involved as responsible citizens in our communities.”

Their commitment to employee well-being is what consistently adds them to the country’s lists of best places to work, too. Publix grabbed the number two spot in Fortune’s 2018 Best Workplaces in Retail list. Employees mention the care and support they get as human beings, not just as human resources.

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“They actually care about your life outside of work- your short- and long-term goals, beliefs, your family, your struggles and successes. We aren’t treated like work robots with one sole purpose, we are treated with great respect and appreciation.”

That dedication to their employees has permeated through their stores and into the service the customers receive. It’s no surprise, the company has also snagged dozens of customer service accolades while they work to find ways to delight their shoppers.

Subway

Subway is a privately-held fast-food franchise with more than 42,000 franchise locations worldwide, and they’re the fourth and final company tied for silver on Temkin’s list.

Through the last few years, Subway has put intention into transforming the way they do business and to meet customers where they are.

Fast-casual restaurant sales are trending down and more Americans are opting to eat at home. Because of this, Subway shifted their customer mentality to fit these changing needs. Their key focus now is adapting to put their customers’ needs and interests back at the heart of the business. On their 53rd anniversary back in September, the company announced a revamp of 9,000 franchise locations. Their new aim is to better suit today’s current customers. And, they’re also partnering with delivery services, like UberEats and Grubhub, to give customers delivery options, too.

Committing to a renovation of thousands of locations shows an above-and-beyond customer-centric focus. Not to mention their added effort to create more emotional connections with people in their community. Their blog now delivers articles on reducing food waste and the best food banks to drop off donations. Plus, Subway is stepping in and contributing to hurricane relief efforts, too. In 2017 alone, they donated 100,000+ sandwiches to disaster relief efforts.

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Building personal connections drives positive experiences.

If you’re looking for ways to up your customer experience and dive into the hearts of today’s consumers, follow the example these companies mapped out. Take inventory of areas where you can shift your focus away from profits and more on people. Because with positive experiences for people – your employees, your customers, and your community – come the rewards of a booming business.

There’s no secret behind these companies’ success. They succeed because they center their business around people. And because of that, their employees feel respected. They put their customers on a well-deserved pedestal. And, they create a true, emotional connection with the people in the communities where they live.

For more on how to get back to the basics and put people at the heart of what you do, see our list of 2019 customer service trends that are all about that powerful, people-first mentality.

FAQs

What is a good customer service best answer? ›

Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.

What are the top 5 aspects of customer service? ›

Five Essential Customer Service Elements
  • Respect. Respect the fact that customers actually pay our salaries and make our profits for us. ...
  • Understanding. Understand, identify, and anticipate needs. ...
  • Listening. Keep your ears—and eyes—open. ...
  • Responding. Now you have to respond positively. ...
  • Serving.
18 Dec 2013

What makes for great customer service * Your answer? ›

The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

Who Has the Best customer service 2022? ›

8 best customer service companies
  • #1 Amazon: Self-service is the first step to serving customers.
  • #2 Chick-fil-A: Appreciate customers to improve customer satisfaction.
  • #3 The Ritz-Carlton: Technology makes it easier to adapt to customer needs.
  • #4 Freshworks: Investing in customer relationships improves customer lifecycle.
19 Aug 2022

What company has customer excellence? ›

There's no reason why a large, industrial warehouse should be known for providing a relaxing shopping experience. However, Costco routinely tops the lists of companies known for having flawless customer service.

Why should we hire you answer best? ›

Show that you have skills and experience to do the job and deliver great results. You never know what other candidates offer to the company. But you know you: emphasize your key skills, strengths, talents, work experience, and professional achievements that are fundamental to getting great things done on this position.

How do you give a 5 star customer service? ›

  1. 5 good customer service examples to provide great service. Respond as quickly as possible. Know your customers. Fix your mistakes. Listen to your customers. ...
  2. 3 ways to improve customer service. Deliver context-based support. Innovate the customer journey. Invest in human and automated service channels.
8 Sept 2022

What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

How do you answer customer service? ›

Customer service involves being a kind, courteous, and professional face for the company. It also involves listening carefully to customer wants and concerns. Beyond listening, customer service is doing everything in one's power to efficiently and accurately serve each customer.

What is a good customer service interview question? ›

General and Common Customer Service Interview Questions

What does good customer service mean to you? What's the best customer service you've ever received? What do you consider to be the most important skills when providing customer service? How do you ensure you maintain good communication with every customer?

What are two good customer service examples? ›

Moving forward with providing excellent customer service
  • Making sure you and your staff are knowledgeable about the products you sell.
  • Being available for customer questions and responding promptly (even if it's negative feedback)
  • Doing what you can to go above and beyond and make customers happy and feel special.
4 Jun 2021

What are the 7 principles of customer service? ›

The 7 Principles of Great Customer Service
  • #1. Eliminate dumb contacts. ...
  • #2. Engaging self-service. ...
  • #3. Being proactive. ...
  • #4. Make it easy to contact your company. ...
  • #5. Own the actions across the company. ...
  • #6. Listen and act. ...
  • #7. Create great customer service experiences.
2 Dec 2011

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

Who has the best customer experience? ›

With that in mind, here are the 10 most customer-centric companies of 2019 and how they excel in all four customer experience areas.
  • Chick-fil-A. As America's favorite fast food chain, Chick-fil-A is known for its amazing customer service. ...
  • Hilton. ...
  • Kering SA. ...
  • Apple. ...
  • Natura. ...
  • Slack. ...
  • Alaska Airlines. ...
  • Zola.
20 Dec 2019

Why is customer service important? ›

They are responsible for representing your brand when interacting with potential buyers. Customer service can break a company's chance to turn a potential customer into a loyal customer. After a positive customer service experience, 89% of consumers report they are more likely to return and make another purchase.

Which company has best customer service in India? ›

Service-based companies in India
  • TCS.
  • Infosys.
  • HCL.
  • Wipro.
  • Redington India Ltd.
  • Tech Mahindra Limited.
  • Bharti Airtel.
  • Deloitte.
14 Sept 2022

Why is Apple's customer service good? ›

Concerns that getting an answer from the company might be difficult if the product doesn't work properly also come into play. Apple neutralizes this anxiety through its customer service, letting clients know that for any product they buy, they'll receive the support they need to its fullest.

What is legendary customer service? ›

Legendary service occurs when a company, through its employees, serves the customer so well that the customers receive a powerful, positive, and emotional reaction that propels them to repeat the experience.

How does Amazon have good customer service? ›

Amazon puts customers' best interest at the forefront of every purchase by making it easy to return an item or cancel a service. It scarcely asks a question when customers want to return an item because the company doesn't want to make it a hassle, and it recognizes that customers know what's best for them.

How do you handle stress? ›

Healthy Ways to Cope with Stress
  1. Take breaks from watching, reading, or listening to news stories, including those on social media. ...
  2. Take care of yourself. ...
  3. Take care of your body. ...
  4. Make time to unwind. ...
  5. Talk to others. ...
  6. Connect with your community- or faith-based organizations.
  7. Avoid drugs and alcohol.

What will you bring to the company? ›

your enthusiasm for the profession and the employer and your desire to make your mark. your personal qualities, such as your drive and willingness to learn. the skills the employer seeks and how you have demonstrated them in the past – your answer should show why you would be competent in the job.

Why do you want to work with us? ›

Express your personal passion for the employer's product/service/mission. Explain why you would enjoy the responsibilities of the role. Describe how you can see yourself succeeding in the role, given your skills and experience.

What is true customer service? ›

Customer service is the support you offer your customers from the moment they first contact your business to the months and years afterward. Providing good customer service means being a reliable partner to your customers—it goes beyond helping them troubleshoot, use, and make informed decisions about your product.

What is your greatest strength in customer service? ›

Top 7 Call Center Agent Strengths
  • Great Communication Skills. ...
  • Creative Problem Solving. ...
  • Emotional Intelligence (Empathy) ...
  • Attention to Detail. ...
  • Persistent and Consistent. ...
  • Patience. ...
  • Self-Awareness. ...
  • Lack of Knowledge.

What are customer care skills? ›

What Are Customer Service Skills? Customer service skills are the skills necessary to communicate with others, solve problems, demonstrate patience and understanding, ensure customer satisfaction, and resolve customer complaints.

What is key to customer satisfaction? ›

Good communication is important because it will help you to achieve more trust with the customer. As you likely know, trust is an essential ingredient when it comes to satisfaction, as well as the customer lifetime value. Unfortunately, business often overestimate how well they are doing with customers.

Why do you want this job? ›

'I see the role as a way of developing my career in a forward-thinking/well-established company/industry as…' 'I feel I will succeed in the role because I have experience in/softs skills that demonstrate/ I've taken this course…' 'I believe my skills are well-suited to this job because…”

Why do u think u are fit for this job? ›

I'm confident that I can bring this type of success to this position. I am confident that I am a good fit for this position for several reasons, but most specifically because of my dedication to going above and beyond in a job. I am committed to learning any new skills on my own to succeed in this role.

What is a good customer? ›

Great Customers are Advocates. Great customers, when they truly are getting tremendous value from your product, become more than just happy. They do more than just references. They give you more than just high customer satisfaction marks. They become advocates.

How do you assist customers? ›

10 Tips for Dealing with Customers
  1. 10 Tips for Dealing with Customers.
  2. Listen to Customers. Sometimes, customers just need to know that you're listening. ...
  3. Apologize. When something goes wrong, apologize. ...
  4. Take Them Seriously. ...
  5. Stay Calm. ...
  6. Identify and Anticipate Needs. ...
  7. Suggest Solutions. ...
  8. Appreciate the Power of “Yes”

How can you improve customer service? ›

How to Improve Customer Service
  1. Understand customer needs. ...
  2. Seek and promote customer feedback. ...
  3. Set and communicate clear service standards. ...
  4. Delight your customers by exceeding their expectations. ...
  5. Capture and share examples of great service. ...
  6. Create easy and effortless customer service. ...
  7. Personalise your customer service.

What is customer service in simple words? ›

Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business.

How do you pass a customer service interview? ›

Have a positive, upbeat demeanor during the interview, since those are qualities that most companies will look for in people providing customer service. Look for opportunities to demonstrate that you understand how to provide effective customer service, and that, in particular, you are aware of the company's needs.

Who has the best customer experience? ›

With that in mind, here are the 10 most customer-centric companies of 2019 and how they excel in all four customer experience areas.
  • Chick-fil-A. As America's favorite fast food chain, Chick-fil-A is known for its amazing customer service. ...
  • Hilton. ...
  • Kering SA. ...
  • Apple. ...
  • Natura. ...
  • Slack. ...
  • Alaska Airlines. ...
  • Zola.
20 Dec 2019

Does Amazon have the best customer service? ›

It's no secret that Amazon has an award-winning customer service team that consistently puts the customer first. According to the American Customer Satisfaction Index's survey of over 80,000 consumers in 2019, Amazon is at the top of their list of companies that they are satisfied with.

Who Has the Best customer service in UK? ›

Top 10 best UK brands for customer service and experience in 2018.
2018 RankingCompany
1Amazon
=2Lloyds Bank (New Entry)
=2John Lewis
3Tesco
13 more rows

Which country has the best customer service? ›

Top 10 Countries for Customer Satisfaction
  • USA – 95.6%
  • Canada – 95.8%
  • UK – 96.2%
  • China – 80.3%
  • India – 83.4%
  • New Zealand – 96.3%
  • Australia – 95.5%
  • Belgium – 97.8%
16 Jan 2017

What is excellent customer service examples? ›

What are some examples good customer service?
  • The store owner who remembers — and appreciates — repeat customers. ...
  • The online merchant that sends personalized video message to each new customer. ...
  • The online store that proactively addresses shipping issues. ...
  • The associate who comes up with the perfect greeting.
26 Jul 2021

What is legendary customer service? ›

Legendary service occurs when a company, through its employees, serves the customer so well that the customers receive a powerful, positive, and emotional reaction that propels them to repeat the experience.

Who is the most customer centric company? ›

  • Discount Tire. The company is known for its strong culture and focus on collaboration, customers, and integrity. ...
  • ThredUp. ThredUp started a movement of reselling items and changed how people shop and think about secondhand clothing. ...
  • Lululemon. ...
  • Depop. ...
  • CVS Health. ...
  • Target. ...
  • Nike. ...
  • Trader Joe's.
1 May 2022

Why does Amazon have such good customer service? ›

Amazon puts customers' best interest at the forefront of every purchase by making it easy to return an item or cancel a service. It scarcely asks a question when customers want to return an item because the company doesn't want to make it a hassle, and it recognizes that customers know what's best for them.

What is Amazon customer service? ›

This will open a new window, where you can chat with an automated messenger bot. Phone: Amazon's customer service phone number is 1-888-280-4331. This number operates 24/7.

How can I improve Amazon customer service? ›

6 Ways to Improve the Customer Experience on Amazon
  1. Optimize Your Product Listing. ...
  2. Identify Values to Stand For. ...
  3. Keep a High Amazon Seller Rating. ...
  4. Collect the Most Positive Customer Reviews. ...
  5. Deliver Exceptional Customer Service. ...
  6. Manage Your Inventory Effectively.

Which company has highest customer satisfaction? ›

Customers say: "Infinite variety on one site without having to search multiple brands and companies online." Claim to fame: A few years ago, ForeSee ranked Amazon highest in overall customer satisfaction in its survey with a score of 90, the highest ever recorded by the firm.

What is exceptional customer service? ›

What is exceptional customer service? Exceptional customer service is the unconditional commitment to giving the highest level of product or service to every person, regardless of the circumstances. It doesn't matter if the customer is at fault for the issue. It doesn't matter if it's a once-in-a-lifetime situation.

How can I contact John Lewis? ›

Why does John Lewis have good customer service? ›

Its customers particularly value Partners' product knowledge and advice, which is why they voted John Lewis top in a consumer satisfaction survey by Verdict Research in 2006 and have placed them first for service every year since the survey began.

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