WESTLAKE VILLAGE, Calif. — J.D. Power, in conjunction with Fortune Custom Publishing, on Monday recognized 50 companies that demonstrate the ability to provide the highest level of customer service based on their most important critics — their customers. Among retailers, the Customer Champions included Amazon.com, Good Neighbor Pharmacy and Publix.
"J.D. Power surveys hundreds of thousands of customers every year, and what we've found is that when consumers purchase different products and services, they don't just compare their experiences within the same industry, they compare across industries," stated Finbarr O'Neill, president of J.D. Power. "The 50 companies we've recognized as Customer Champions demonstrate the highest levels of service excellence, not just compared with their direct competitors, but also across all facets of the customer experience," he said. "Not only does satisfaction encourage customer loyalty, but happy customers also become advocates of the brand to others. Particularly given the ability of today's consumers to easily communicate their experiences far and wide through social media and online reviews, customer advocacy can be critical to a company's bottom line."
“Being recognized by J.D. Power is demonstration that the commitment that our Good Neighbor Pharmacy members have made to their local communities and patients is making a difference — and consumers have noticed,” stated Scott Robinson, group VP Good Neighbor Pharmacy. “Our independent pharmacists play a vital role in their patients’ healthcare every day, and in an ever-changing healthcare industry. Good Neighbor Pharmacy is at the forefront of ensuring each patient receives an unmatched level of personalized, quality care.”
The J.D. Power 2014 Customer Champions were selected based on customer feedback attesting to their service excellence. These companies were the highest performers among more than 600 evaluated brands across nine industries, based on their performance in five key areas identified as the J.D. Power 5 Ps: People, Presentation, Price, Process and Product.
The selection of the 2014 Customer Champions is based on an independent and unbiased evaluation of customer feedback, opinions and perceptions gathered from J.D. Power studies conducted in the United States in 2013. Those recognized as a 2014 Customer Champion represent the highest-performing companies in terms of providing customer service excellence.