That’s why we’re introducing our rankings of large companies with the best customer service in four categories: banking, credit cards, mortgages, and home and auto insurance. We started with 10 large companies in each of those categories, then crunched a lot of numbers to determine the champions. We conducted a national survey of current customers to gauge their experiences with the companies and identified the top five based on the results. For each of those businesses, we considered consumer complaints made about the institutions to the Consumer Financial Protection Bureau (CFPB) and the National Association of Insurance Commissioners (NAIC). We also evaluated the companies’ responses (or lack thereof) when we contacted them to pose questions as a potential new customer, and we reviewed their mobile apps to get a sense of their digital prowess.
Then we pulled it all together to give each company a score and award medals to the overall first, second, and third place winners in each category. We’ve also chosen the companies with the best digital capabilities in each category, based on customers’ ratings of their digital services in our survey as well as our own reviews of their mobile apps. And we delved deeper into our customer satisfaction survey to see which firms stand out for high net-worth customers as well as those in certain age groups. (For more details on how we made our selections, see the box on page 70.)
BANKS
GOLD: Capital One
SILVER: TD Bank
BRONZE: Chase
Best Digital Tools: Capital One
This story is from the December 2020 edition of Kiplinger's Personal Finance.
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This story is from the December 2020 edition of Kiplinger's Personal Finance.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
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