50 Brands Named 'Customer Service Champions'


In the faltering economy, the importance of customer service has reached new highs, overtaking even price as a purchase determinant, according to a J.D. Power report.

Many businesses cut costs and turned to automation technologies to handle customer needs, which had the effect of raising the importance of people in the service experience.

"While value is important, consumers want more than simply the lowest price or a product that is just good enough,” said Gina Pingitore, chief research officer at J.D. Power and Associates. “They expect a superior product that is delivered in a compelling presentation, through fast and easy-to-understand processes that are supported by responsive and concerned people. In addition, the price must be perceived as fair and competitive."



The report, "Beyond Satisfaction: J.D. Power 2012 Customer Service Champions--Brands That Deliver Service Excellence to Maximize Business Results," also identifies 50 brands as J.D. Power 2012 Customer Service Champions, based on customer feedback attesting to their service excellence.

Brands that receive J.D. Power Customer Service Champion designation are among the top 5% percent of more than 800 evaluated brands, based on their performance in five key areas: People, presentation, price, process and product. The brands not only excel within their respective industries, but also stand out when evaluated across multiple industries.

These companies tend to consistently employ certain key practices, including being consistent in branding and delivery of the service experience, particularly across various channels and customer touchpoints.

They also tend to hire the right people and empower them with the best processes, as well as the ability and authority to make judgment calls to resolve issues on behalf of their customers. Finally, these companies understand customer differences to offer the right products through the right channels in ways that truly resonate with them, according to the report. The 50 brands are:

  1. Ace Rent A Car
  3. Amica
  4. Apple
  5. Auto-Owner s Insurance
  6. Barnes & Noble
  7. Bass Pro Shops
  8. Boost Mobile
  9. Cadillac
  10. Clark Public Utilities
  11. David Weekley Homes
  12. Drury Inn and Suites
  13. Enterprise Rent-A-Car
  14. Erie Insurance
  15. First Federal
  16. Four Seasons Hotels and Resorts
  17. Frost Bank
  18. Good Neighbor Pharmacy
  19. Hampton Hotels
  20. Hancock Bank
  21. Health Mart Pharmacy
  22. Hotel Indigo
  23. ING DIRECT Home Loans
  24. Jackson EMC
  25. Jaguar
  26. JetBlue Airways
  27. Kohl's
  28. L.L. Bean
  29. Lexus
  30. MetroPCS
  31. MINI
  32. New Jersey Manufacturers
  33. Public Pharmacy
  34. Quicken Loans
  35. Saks Fifth Avenue
  36. Salt River Project
  37. Sawnee EMC
  38. Scottrade, Inc.
  39. Shea Homes
  40. Southern Maryland Electric Cooperative
  41. Southwest Airlines
  42. Straight Talk
  43. The Ritz-Carlton
  44. U.S. Cellular
  45. United States Dept. of Veterans Affairs, Pharmacy Services
  46. USAA
  47. Virgin America
  48. Virgin Mobile
  49. Wegmans
  50. Wegmans Pharmacy
1 comment about "50 Brands Named 'Customer Service Champions'".
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  1. Grant Crowell from, March 19, 2012 at 9:01 a.m.

    I checked out the report, and it would have been helpful for them to go into more detail on best practices with customer care beyond just the banking, insurance, and TV industries. I'm surprised that they gave no coverage to online video or social media channels, which are both rapidly increasing platforms of customer care and relationship building.

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