Hot off the presses…. The Harris Poll just came out with its ranking of customer service among 21 leading industries. An important italicized note from the column is that while we ask Americans to respond how good or bad certain industries are at serving their customers, it is more likely that the answers reflect a somewhat broader picture of how the public feels overall about these industries.
Bottom line… if you’ve been on the front page recently, your reputation in the eyes of the public is likely bent, if not broken. All of the following industries have seen their ratings sink in the past year:
- Banks, investment/brokerage firms (credit economic downturn)
- Car manufacturers (credit automobile industry collapse)
- Pharmaceutical/drug companies, managed care companies like HMOs, and health insurance companies (credit health care debate)
The other stand-out finding from a year ago is that tobacco companies – while still dead last (no pun intended) on our list – have seen a surge of +11 points in their reputation. Looks like no front page news is good news, where the tobacco industry is concerned …. Thanks GM and Chrysler.