For Customer Experience Professionals

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	January 28, 2010 (updated May 6, 2010) Rating Customer Service Experiences, 2010 Consumers Evaluate Customer Service At 92 Companies by Bruce D. Temkin with William Chu, Shelby Catino

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Executive Summary

Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter Communications fell to the bottom. Kaiser, on the other hand, far outpaced other health plans. When we looked at responses by generation, we found that Seniors were the most likely to give good marks for customer service. Companies need to start viewing customer service as an underperforming asset.

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