Inside Newsweek's customer service rankings


Disney Cruise Line clocked a score of 9.29, the highest score in Newsweek's 2020 list of America's Best Customer Service Brands. But among home improvement brands, True Value led the top three, just ahead of Ace and Lowe's.

At True Value headquarters in Chicago, the rankings were celebrated.

“True Value retailers are winning where it matters most, with customers,” said John Hartmann, president and CEO of True Value Company. “Our stores’ commitment to retail excellence has made True Value a leading brand consumers know and trust worldwide, and this acknowledgement from Newsweek further validates our belief and we are truly honored for this distinguished recognition.”

Newsweek's top-three scores for home improvement stores were as follows:

• True Value Hardware, 8.29
• Ace Hardware, 8.25
• Lowe's, 8.20

Newsweek's overall top 10 was void of home improvement brands. See the full listings here. Along with Disney Cruise Line, the top 10 included high-end players Neiman Marcus and Ritz-Carlton and mass-market companies Chick-fil-A and Publix.

America’s Best Customer Service Brands were selected based on an independent survey of more than 20,000 U.S. customers who have either made purchases, used services, or gathered information about products or services in the past three years. Customers were asked whether they would recommend brands to friends or family; the survey also included questions on five evaluation criteria relevant to the consumer experience: quality of communication, professional competence, range of services, customer focus and accessibility. A total of 115,115 evaluations were collected about retailers and service providers across 160 categories. The top three brands receiving the highest scores in each category were awarded as America’s Best Customer Service Brands in 2020.