Customer service has evolved from an important aspect of many companies business strategies to an imperative these days, especially, given the country’s financial woes, with many consumers scaling back their expenditures. To that end, Forrester asked 4,653 U.S. consumers about their customer service experiences with 92 companies across 14 industries—including insurance—in October 2009, and found that many of these companies have yet to receive the memo.
The Forrester report, “Rating Customer Service Experiences, 2010,” found that retailers (80% industry satisfaction rate) topped the list of industries providing superior levels of customer service, followed by hotels (79%) and parcel deliver/shipping firms (78%). Insurance providers (77%) rated 4th out of 14 industries, while health insurance plans (55%) ranked 11th. Internet providers ranked last (53%)
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