Dallas-based customer insights and strategy firm HundredX, in partnership with Forbes, announced the 2024 Best Brands for Customer Service list, powered by HundredX, that recognizes the top 300 brands for customer service based on more than 4 million pieces of consumer feedback on over 3,000 businesses during the past year.
HundredX said the top five brands for overall best customer service outperformed competitors in all categories measured including people, speed, services provided, and problem resolution.
This year’s top five are:
- The UPS Store
- Chick-fil-A
- REI
- USAA
- Trader Joe’s
HundredX said the 300 companies on the list are winning over customers due to the service they provide, with a clear connection to the likelihood customers will spend with the brand again.
It said the honored companies include brands in a range of industries from quick serve and sit-down restaurants to airlines and credit card companies.
“At HundredX, we believe that listening to real customers—or “The Crowd” as we like to say—is essential to achieving both performance and purpose. The businesses that understand and then meet their customers’ needs better than competitors will always be the most successful,” HundredX Founder and CEO Rob Pace said in a statement. “We’re thrilled to further expand our partnership with Forbes and honor those top companies providing excellent service for customers within our data.”
Pace is a former senior partner at Goldman Sachs and former National Chair at the Salvation Army. He founded HundredX in 2012 as a real-time market share strategy platform.
HundredX said the 2024 Brands for Customer Service is the first of its kind for Forbes, and is an extension of HundredX’s partnership with the organization. Past Forbes’ lists powered by HundredX include Best Brands for Social Impact, Customer Experience All-Stars, and the Inaugural Halo 100.
How companies were evaluated
The Best Brands for Customer Service List takes a holistic view of service, examining a brand’s people, technology and processes from the eyes of the customer, HundredX said.
While service-related dimensions vary by industry, consumers provide feedback within the following categories:
- People interacted with when purchasing or receiving a good or service
- Speed of providing the good or service
- Services associated with the good or service
- Resolution of problems
HundredX said its unique model for collecting customer feedback generates funding for more than a thousand cause-related organizations while simultaneously providing businesses with authentic feedback and perspectives of everyday consumers.
The company said it turns consumer feedback into a new currency for social good.
HundredX is able to gather such large volumes of data by partnering with charitable organizations to encourage feedback in return for funding. To date, HundredX said it has provided close to $20 million to various causes.
HundredX total funding hit $80 million in 2022
In 2022, HundredX announced a Series D round that raised its total funding at the time to $80 million. The financing was backed by an array of prominent business leaders including Clark Hunt, chairman and CEO of the Kansas City Chiefs and FC Dallas, and Charles Schwab, the discount brokerage pioneer.
In August 2022, the company surpassed the $10 million milestone in providing funds to over 700 nonprofits through its novel format.
The mission of HundredX is to generate positive outcomes for people, businesses, and society by providing data reports and custom feedback solutions, the company said.
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