Survey reveals best sectors for customer service

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By: Wise Marketer Staff |

Posted on June 12, 2003

Supermarkets and packaged food companies top the list of industries that received the highest marks for serving their customers well, according to the annual Harris Poll survey, which ranks fifteen industries on customer service.

Some 85% of the survey's 1,010 adult respondents said they believe supermarkets do a good job of serving customers, and 75% felt the same way about packaged food companies. Next on the list were hospitals (73%), banks (72%), computer hardware suppliers (71%), and software companies (70%).

At the lower end of the scale, only 30% thought tobacco companies and managed care companies are doing a good job, while only 40% thought health insurance companies serve their customers well. Oil companies, with 42%, were only marginally better.

Trends over time
Computer hardware and software companies have improved their score this year, rising to 71% (from 59%) and 70% (from 60%) respectively.

Health insurance companies fell from 51% to 40%. Pharmaceutical companies also fell from 59% to 49% in this year's survey. When Harris Interactive began the series of annual surveys in 1997, pharmaceutical companies were ranked fourth on the list. This year they rank eleventh.

The Harris Poll survey was conducted in the USA by telephone during April 2003, using a nationwide cross section of adults (aged 18 or over). Figures for age, sex, race, education, number of adults and number of voice/telephone lines in the household were weighted where necessary to align them with their actual proportions in the population.

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