www.CUNA.org/newsnow (5/20/10) As if big banks didn't have enough to hang their head in shame about these days, yet another customer survey indicates that banks are at the bottom of the heap in customer service, according to MoneyCentral on MSN.com.
MSN Money's fourth annual customer-service survey, conducted by Zogby International, identified 150 customer-facing industries, from fast food chains to financial services companies, and asked customers about their experiences with the companies.
Half of the bottom 10 companies relegated to the "2010 Customer Service Hall of Shame" are banks, credit card servicers or both. The rest are telecommunications and cable companies.
"There's one place that people clearly aren't feeling the love: at the big banks," said MSN Money on its website. "Of the 20 companies at the bottom of our customer-service ranking, nine sell financial services."
The worst customer service was rendered by:
- AOL, with 42.3% of respondents saying service was poor;
- Bank of America, with 34.6%;
- Comcast, 34%;
- Sprint Nextel, 32.7%;
- Capital One, with 31.3%;
- Dish Network, 31.2%;
- Time Warner Cable, 31.1%;
- Wells Fargo, 28.3%;
- Citibank, 28.3%; and
- HSBC, 28.1%.
All of the banks on the list are repeat Hall of Shamers. Bank of America, which has been on the list all four years of the survey, received its worst rating yet. Capital One's rating improved; last year 34.7% rated it poor, compared to this year's 31.3%. The 2010 rank is its third appearance on the Hall of Shame.
Wells Fargo made the list in 2007, when 21% of those surveyed said its service was poor. Citibank was also on the list last year, when 28.4% of respondents rated its service as poor. HSBC, in the No. 10 spot, appeared on the list for a third year.
Read the MSN Money article.