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The Best (and Worst) In Customer Service

March 5, 2009 11:57 am Barry Welford marketing

The Wall Street Journal blog, Independent Street, has news, trends, tidbits and tools for and about entrepreneurs. It features some listings on customer service from Angie’s List, which are most thought-provoking.  Angie’s List provides consumer ratings for service businesses, based on a survey of its more than 750,000 members. Ratings are based on overall experience, price, quality, responsiveness and punctuality.

The following lists the best and worst service companies for 2008:

The Best

  1. Piano Tuning
  2. Music Instruction
  3. Lamp Repair
  4. Dryer Vent Cleaning
  5. Mailbox Repair
  6. Home and Garage Organization
  7. Party Rentals
  8. Roof Cleaning
  9. Upholstery Cleaning
  10. Animal and House Sitting

The Worst

  1. Home-Warranty Companies
  2. Home Builders
  3. Landline-Phone Service
  4. Cable-TV Service
  5. Satellite-TV Service
  6. Internet Service
  7. Cellular-Phone Service
  8. Furniture Sales
  9. Computer Sales
  10. Bridal Shops

“It never ceases to amaze me that most of the problems cited – across the board – could have been resolved had the companies only worked harder to listen and respond to their customers’ needs,” said Angie Hicks, founder of Angie’s List, in a statement. “In today’s economy, no business can afford to push their customers out the door, but that’s what a lot of these poorly graded companies are doing.”

The other lesson to be drawn from these lists seems to be that bigger companies appear more often in The Worst list, rather than in The Best list.  Perhaps smaller companies are more aware of the realities of survival in these recessionary times.

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4 Responses to “The Best (and Worst) In Customer Service”

  1. David Leonhardt Says:
    March 5th, 2009 at 6:52 pm

    I don’t think the cable TV service rating will come as a big surprise to anyone, but it does seem strange that bridal shops should land in the “worst” category.

  2. Aerogarden Says:
    March 6th, 2009 at 9:27 pm

    I have to agree with “Party rentals” having great customer service… at least the company we used.

    My wife had bought the wrong size tablecloths for our reception, and we found out THE DAY BEFORE our wedding. We called a party rental place, and they got what we needed ASAP to us,and everything went fine…. awesome customer service.

  3. Bonnie Gibbons Says:
    March 10th, 2009 at 6:22 am

    Bridal shops are probably in the bad list because of the crass way some of them exploit people’s dreams.

    It is very difficult, for example, to rent a wedding dress the way men can rent tuxedos. Rental places are basically not allowed to advertise in bridal magazines due to collusion between the magazines and the dress companies.

    So you end up spending thousands for a badly made, tacky dress. Then you and your bridesmaids all have to pay for alterations, because that’s how the bridal shop makes money.

    Like the rest of the wedding industry it’s nickle-and-dime time.

  4. Aquarium Stores Says:
    April 25th, 2009 at 8:20 am

    No wonder Cable-TV Service comes under the worst ones. Our family had enough of problems with them and now that you have mentioned it in your review, there’s no doubt about their “worst services”. Pull up your socks Cable-TV Service.