Corporate Research International released today the second quarter 2008 results of RealPeopleRatings.com, its quarterly customer service survey that illustrates the importance of brand image and customer perception. Chipotle Mexican Grill, Olive Garden, Papa Murphy’s Take ‘n’ Bake Pizza, Speedway, Nordstrom, Stride Rite, Ace Hardware, Office Depot, Dick’s Sporting Goods, Publix, Walgreens, Southwest Airlines, Credit Unions, Best Buy, and Marriott earned the highest marks in their categories this quarter.
RealPeopleRatings.com was launched in 2005 by Corporate Research International, a market research firm specializing in mystery shopping and customer satisfaction surveys. The company sends the quarterly surveys as online opinion polls to its pool of panelists; 1,389 panelists participated in this quarter’s survey. Respondents were asked to rate their perception of each business’s customer service on a scale of 1-10, with 10 being the highest rating. If a respondent did not have experience with the business, the panelist did not enter a score for that establishment.
“Companies with consistently high ratings are focused on all customer touch points,” says Michael Mallett, CEO of Corporate Research International. “Every interaction customers have with a business impacts overall perception, so an ongoing effort to maintain all areas keeps scores high. Looking at the customer experience from all angles is ultimately what keeps customers coming back.”
Category Winners:
Fast Food Restaurants
Chipotle Mexican Grill
SUBWAY
Sonic
Pizza Restaurants
Papa Murphy’s Take ‘n’ Bake Pizza
CiCi’s Pizza
Papa John’s
Convenience Stores
Speedway
BP
Shell
Quarterly Survey Methodology
Survey respondents represented all regions of the country and completed only one survey each. Respondents spanned all ages, household incomes, education levels, and ethnicity.
The scores reflect the mean score, which is an average of the sum of each score divided by the total number of observations.
