It's easy to complain to the airlines, hotels and rental car companies when you're dissatisfied with your stay or service. But, how many times do you actually compliment the company when things go well? Good reviews and feedback from travelers, as well as the bad, are what help make companies stronger. Understanding the likes, dislikes and wants from their guests help to create innovative concepts, new offers and personalized service.
My point: Next time you have a good experience, say something.
In the meantime, J.D. Power and Associates polled customer opinions of more than 800 companies in 20-plus industries seeking their thoughts on the ones that stood out for service. The top 5 percent of companies received the champion designation in the “2012 Customer Service Champions” report, released Wednesday. Among them are Ritz-Carlton, Virgin America, JetBlue and Hotel Indigo.
The brands were rated on their performance in five key areas identified as the J.D. Power 5 Ps: People, Presentation, Price, Process and Product.
“We are honored to receive this distinction and be included in this elite group of companies that focus on customer service excellence. We have always believed that customer satisfaction is our top priority, and we appreciate the external recognition of our efforts," said Herve Humler, president and chief operations officer of The Ritz-Carlton Hotel Company.
As travel starts to pick up in 2012, quality service is even more important than ever. The J.D. Power Customer Service Champions are not only the best of the best in their industries, but they've also made an impact across other industries. These companies are the best because they go beyond the basics, and offer a level of satisfaction that not only resonates with their consumers, it leaves them wanting more:
- ACE Rent a Car
- Drury Hotels
- Enterprise Rent-a-Car
- Four Seasons Hotels & Resorts
- Hampton Inn
- Hotel Indigo
- Southwest Airlines
- The Ritz Carlton
- Virgin America
For the entire J.D. Power report on customer service and satisfaction, click here.
Readers: What's your favorite airline, hotel, cruise or car company?
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