Hospitals lead the way in customer satisfaction survey
The No. 1 industry for customer satisfaction was hospitals, scoring 80 points to take the No. 1 spot. All three car categories and tablet PCs followed with 79 points.
Twelve points separated the top and bottom industries in 2020, with colleges receiving 68 points at the bottom of the index.
Thirty-four industries received higher NCSI ratings than in 2019. Among them, life insurance and apartments, IPTV services, mobile phone services, and sub-mid-sized cars jumped up two points.
The life insurance industry’s rapid transition to online and contactless services in response to the Covid-19 pandemic was the main driver of the two-point increase. The apartment industry saw gains as more people stayed home due to social distancing guidelines last year, increasing interest in housing.
The IPTV and mobile phone industries also gained two points thanks to their innovative product development and multi-pronged marketing strategies.
Some industries were able to take advantage of the shift to a contactless society, but not everybody was a winner. Eight industries saw their NCSI rating drop in comparison to last year.
The most dramatic fall was that of educational industries including colleges and universities. Colleges, national universities, and private universities suffered four-, three-, and two-point declines. A perceived fall in class quality resulted in decreased service quality and lowered the value of the industries.
Companies that received the highest NCSI scores in 13 industries last year failed to retain their thrones in 2020, while 11 industries had joint top scorers. The dramatic change to the ranking shows the level of competition in the domestic market.