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What's behind our customer service Ratings?

The Consumer Reports National Research Center comprises highly trained social scientists, including 9 Ph.D.s, using state-of-the-art techniques to survey more than 1 million consumers each year about products, services, health care and consumer issues.
We look for:
  • Reader score
    This is the mean score on a 0 to100-point customer service satisfaction scale.
  • Barometer
    Standard used to evaluate customer service.
  • Best service
  • Worst service


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Stellar customer service starts with the person in charge, industry consultant Abelson says. If he or she is truly interested in customer service, the company will provide an easy-to-find phone number that consumers can call at all reasonable hours to speak with a representative who’s in a position to help. If you're looking for information about customer service, Consumer Reports is your best resource. Consumer Reports’ customer service reviews and ratings will give you honest advice that you can trust.

Customer service buying guide

Almost everyone has to deal with customer service at some point. In fact, 88 percent of the people surveyed recently by the Consumer Reports National Research Center had done so in the past year--to question a bill, request a repair, return ill-fitting merchandise, and more. And many of them didn't like the experience.

Our latest survey explored what shoppers dislike most about today's brand of customer care. We also crunched numbers from our studies of 22 industries to identify the companies that were best and worst for customer service. And we asked experts about the most effective ways to complain. Among our findings:

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