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18 companies that suck at customer service

John Webster | Nov. 5, 2015
A recent Forrester Research report shines a spotlight across different industries on companies whose people skills leave a bit to be desired, to say the least.

Analytics firm ForeSee's annual ranking of customer satisfaction during the holiday shopping season in 2012 ranked Gilt at the bottom for the eighth consecutive year. The company attributed the poor result to bad Web site functionality. 

The Feds aren’t getting off the hook, either 

In an audit by the federal government's Office of Inspector General in May, the U.S. Postal Service was charged with having an excess of rude employees, and this could cost the government $288.5 million in lost revenue. The audit stated, "While the Postal Service's goal is 90 percent customer satisfaction, we found that more than 20 percent of its customers in FY 2013 responded to the POS [point of service] survey that they have been treated 'worse than other retailers when visiting Postal Service retail counters. Dissatisfied customer exist, in part, because procedures for improving customer service are not functioning as intended." 

The agency also took a hit in a survey conducted by Accenture in 2013, in which the company evaluated 24 government-operated postal organizations and two private companies that account for 75 percent of the world's mail. Accenture concluded that the USPS blamed pensions and "restrictive" universal service obligations. 

It has been a battle for HealthCare.gov. When it was rolled out in 2013, the Web site was full of bugs and agonizingly slow. The site is due for upgrades that will take affect with the start of 2016 open enrollment. The changes are designed to make it easier to browse taxpayer-subsidized health insurance plans, among other things.

 

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