For the second year in a row, Humana rose to the top as No. 1 in service in its industry, according to Newsweek’s 2020 list of America’s Best Customer Service.
“We’re proud to receive this recognition from Newsweek, as we’ve worked hard this year to deploy technology and advance our service offerings to enable us to deliver personal, engaging experiences,” said Vicki Perryman, Senior Vice President of Consumer & Provider Service and Solutions, Humana. “Going above and beyond for our members helps build trust and makes it easy for our members to achieve their best health.”
Final rankings were based on Net Promoter Score — an index that measures the willingness of customers to recommend a company’s products or services to others — and five evaluation criteria: quality of communication, professional competence, range of services, customer focus and accessibility.
The list is live on the Newsweek website and will be published in the upcoming print edition of Newsweek Magazine.
“As we examined the larger, impersonal forces that are transforming retail, it seemed like a good time to recognize a more personal factor in business success: the ways in which many companies nurture their relationships with consumers,” wrote Nancy Cooper, Newsweek’s Global Editor in Chief. “The compiled rankings reveal the best customer-service companies. Newsweek has always been committed to deep reporting about American workers, both the challenges they face and the transformations they achieve. This new story builds on our legacy of authoritative coverage.”
The survey, administered by Newsweek and Statista, asks more than 20,000 U.S. customers who have either made purchases, used services, or gathered information about products or services in the past three years. The results provided information about brick & mortar as well as online retailers and service providers from 160 categories, spanning a broad-spectrum of customer experiences. The final list recognizes the top three brands in each category.