The Customer Service Survey

Download the latest NCSS reports

by Peter Leppik on Wed, 2015-02-18 15:27

We just published the 2014 Executive Summary reports for the National Customer Service Survey (NCSS). This is our ongoing syndicated research project where we track the quality of customer service at selected large companies, by conducting phone interviews immediately after a customer service call.

Our Communications Services report covers AT&T, CenturyLink, Comcast, DirecTV, Dish Network, Sprint, Time Warner Cable, T-Mobile, and Verizon. This report is based on over 12,000 customer interviews from 2009 through 2014, and we include nine key metrics in our Executive Summary.

The Banking report includes Bank of America, Chase, Citi, and Wells Fargo. For these four companies we have data based on over 4,000 interviews between 2011 and 2014. The Executive Summary includes the same nine key metrics, and historical trends for all nine metrics.

Both reports are available from our website; in addition to the Executive Summary reports, subscribers receive real-time access to survey data as it comes in throughout the year, full responses to our 30-question interviews, and audio recordings of our customer interviews.

>> Download Communications Services Executive Summary

>> Download Banking Executive Summary

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