Great customer service experiences can be so few and far between that when comapnies consistently provide excellent customer service, the general population wants to celebrate. Harris Interactive, an American market research company, conducted its 14th annual Reputation Quotient survey this past January. The survey captured perceptions of corporate reputations across industries and among multiple audiences. When performing the survey, Harris Interactive kept 6 factors of good reputations in mind. Among these factors were products and services, social responsibility, and emotional appeal. Although the companies in the list below may be much larger than your small business, you may be able to gain an idea of what really wows customers. Below are the top 10 best-reputed companies. Blitz Lead Manager
Costco Wholesale Corp. comes in at number 10 in the survey’s list. Customers expressed strong admiration and respect for the company. Its placement in the top 10 came as no surprise as Costco also scored the 5th highest for emotional appeal.
Proctor & Gamble Co. has moved up in the survey from last year’s spot at #15 to their current spot at number nine. Harris Interactive’s Reputation Quotient survey showed that customers were most happy with the company’s services.
Sony Corp comes in at a respectable number 8. Although receipts for shares in Sony have declined 27% in price in the past 12 months, Sony continues to receive excellent ratings for their customer service.
Whole Foods Market has also been making its way up the list, stepping up from last year’s spot at number eight to this year’s ranking as the seventh most reputable company. The company’s increased visibility, along with their history of satisfying customers, has led to its improved reputation in 2013.
For the past 2 years, Coca-Cola Co. has had a spot in the top ten list for most reputable companies. The biggest factor towards Coca-Cola’s good reputation is that it scores very well among customers for emotional appeal.
Johnson & Johnson comes in at number 5 since they scored so well in 4 of the 6 reputational dimensions: social responsibility, workplace environment, emotional appeal, and products and services.
Google Inc. received the number 4 spot for 2013 because of its substantial reputation among its customers and employees. In 2012, Fortune ranked Google as the “Best Place to Work.” Do happy employees equal happy customers? The results of the Reputation Quotient survey seem to indicate so, with 44% of customers rating Google’s customer service as “excellent,” 41% of customers saying that customer service was “good,” and merely 3% of customers rating Google’s services as “poor.”
Walt Disney Co. takes its place in 2013 as the third most reputable company. The company “where dreams come true,” scored well in its emotional appeal with consumers, along with high scores for social responsibility, vision and leadership, and workplace environment.
Although Apple Inc. fell from last year’s spot as 1st most reputable company to 2nd, Apple is ACSI’s top rated company for consumer satisfaction among cell phone and computer manufacturers. More than 40% of customers also rated the company’s services as “excellent.”
Harris Interactive considers Amazon.com Inc. to have the best company reputation in the world. Amazon has jumped from its 2011 spot as fourth to its number one spot in 2013. The company scored highest for its emotional appeal and its products and services. It also scored highly on vision and leadership, financial performance, and workplace environment.