xxWhich Companies Are Making Customers Gnash Their Teeth?

xxWhich Companies Are Making Customers Gnash Their Teeth?

This year's list of customer service champs.

What companies are making customers gnash their teeth, and what companies are making strides in earning greater customer loyalty—and possibly gaining an edge in the stock market to boot? The latest numbers from the American Customer Satisfaction Index, released Feb. 17, tell the tale. Studies show that over time companies whose scores beat the national average—which was 75.7 for the fourth quarter (up from 75.0)—and rise from the previous year have a slight performance edge in the stock market over peers whose scores not only fall below the national average, but are down from the previous year.

Above Average and Rising Q4 2007 Q4 2008 % Change from Last Year
Rite Aid 73 76 4.1%
The Kroger Co. 75 77 2.7%
Expedia 75 77 2.7%
MetLife 76 78 2.6%
Prudential Financial 77 79 2.6%
Overstock.com 80 82 2.5%
Costco 81 83 2.5%
Lowe's 75 76 1.3%
CVS 76 77 1.3%
J.C. Penney 77 78 1.3%
Allstate 78 79 1.3%
Kohl's 79 80 1.3%
Netflix 84 85 1.2%
Below Average and Falling Q4 2007 Q4 2008 % Change from Last Year
TD Ameritrade 80 71 -11.3%
E*TRADE 73 69 -5.5%
Dollar General 78 75 -3.8%
Office Depot 78 75 -3.8%
UnitedHealth 65 63 -3.1%
Office Max 76 74 -2.6%
Aetna 66 65 -1.5%
Priceline.com 73 72 -1.4%
TJX Cos. 74 73 -1.4%
JPMorgan Chase 74 73 -1.4%
Macy's 75 74 -1.3%
Dillard's 76 75 -1.3%

Data: American Customer Satisfaction Index

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