Great Service - Fast Moving Consumer Goods industry and Retail
Poor Service - Telcos, Banks and Insurance

Great service is provided by holiday companies, while poor service can be found with large centralised contact companies"

"Financial services and stock trade companies seem to offer a very high level of service while airlines and cell phone providers are definitely lacking."

"Great service is provided by Telecommunications (Mobile operators & Telecoms), BPO and Pharmacies"

"Banks and Airlines generally provide good service. Telecom companies, with their complex IVRs, tend to make life difficult (However, once you get through to an agent, they are good too!)."

"I do not think that there is any particular sector, but organisations within sectors. Although I believe that telecoms have made good progress over the last 5 years"

"I wouldn't say any sector is great. Two companies that I enjoy ( yes I said enjoy) being serviced by are Southwest Airlines and Comcast."

"Retail banks do a good job in general. E-tailers are also pretty good. High-tech companies tend to make it difficult for customers requesting service, often requiring that they remember their customer numbers, contract info, etc. There are exceptions in every industry, though."

"It's across the board. For instance, do you believe what we have been fed by one of the largest auto companies in the world recently?"

"I find that I receive the most memorable service from the smaller retail sector that includes home businesses, small shops and the like, whereas large industries become depersonalized in their approach."

"The greater you go the higher the risk of poorer customer service. I personally think that for very large companies that's the main risk - In fact many are breaking down operations to smaller dedicated groups. That can be a very complex choice to handle when it comes to multilingual, multi-skilled contact centers"

"I don't think there are specific sectors that offer a worse or better service than others. There are good insurance companies and there are bad ones. There are some excellent airlines and some where customer service appears optional. The difference here is in how individual brands perform."

"Creditors such as credit card companies, banks and utility companies provide the worst customer service."

"Overall, I tend to believe that great service is the result of focused attention to great people, processes and technology working together in tandem. In other words, I tend to not associate great service by industry. However, that being said, I have witnessed great service in the financial services, banking and consumer online retail industries, and the direct response industry. In addition, I have witnessed exceptional customer service in the electric utility industry, where revenues are often more determined by market perception and customer satisfaction then competitive market position."

"Terming industry sectors would be a very vast selection so I would like to break this up further. In my opinion, companies manufacturing home appliances, home construction material, consumables, apparel, software companies, reputed travel companies and healthcare are some great service provider. Poor service providers include all government organizations, credit card companies, telecom companies, airlines and education institutions."

"Well, the high-end consumer markets have always been pretty good at delivering great service, luxury automobiles, jewelry, apparel etc. Some of the online retailers of commodity goods get that good service needs to be included even for low-value goods with low margins or they’re gambling on their futures. In my experience, brick & mortar retail business in high-tourist traffic towns are the worst. They hire cheap labor and they don’t rely on repeat business."

"I find that the more upscale companies in the car, food, travel and retail industry tend to provide extra special service to their customers. It seems the more money and/or power you have, the higher the service treatment."

"Great service is provided by Airlines and Car Hire Companies. Not so good service can be found at some retail outlets and some telecommunications suppliers"