To identify the J.D. Power 2012 Customer Service Champions, the company evaluated more than 800 brands. The 2012 Customer Service Champions are recognized based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power's customer satisfaction research in 2011. The J.D. Power 2012 Customer Service Champions represent the highest-performing U.S. companies that deliver service excellence - both within their respective industry and across all industries measured.

Service Excellence: What It Means to Customers

The J.D. Power 2012 Customer Service Champions represent an elite group of companies that focus on service excellence. These companies achieve notably higher levels of customer loyalty and personal recommendations (advocacy) among their customers, compared with companies whose service delivery is at or below industry norms. Customers of the J.D. Power 2012 Customer Service Champions are also much more vocal about referring these brands to others. In fact, customers refer these brands nearly twice as often to others than do customers of all the other 800+ brands measured.