The Elliott Report’s Red List and Green List evaluate companies based on their commitment to customer experience. We also rate more than 2,000 companies on responsiveness.
GREEN LIST
Companies on the Green List are the gold standard in customer service, transparency, and ethical business practices. They prioritize customer satisfaction, are transparent about their practices, and stand behind their products and services. These companies go above and beyond to ensure that their customers are treated with respect and fairness.
1. Singapore Airlines
2. Allianz Partners
3. Amazon
4. FedEx
5. Southwest Airlines
6. Mediacom Communications
7. Marriott
8. Airbnb
9. Nordstrom
10. Air New Zealand
RED LIST
Companies on the Red List are marked for their poor customer service, unethical practices, and lack of transparency. These companies engage in deceptive pricing, delay issue resolutions, and create unnecessary obstacles for consumers. If you’re a customer seeking a fair, honest experience, you might want to avoid these companies.
1. American Airlines
2. Zelle
3. Lyft
4. Facebook
5. Groupon
6. Ryanair
7. StubHub
8. PayPal
9. Sears
10. TAP Air Portugal
How we came up with these lists
Our list is heavily weighted toward the cases we receive through our consumer advocacy nonprofit organization. However, we also apply the following criteria:
Customer service responsiveness
How easily can customers reach a company for help? Are they met with long wait times, unhelpful scripts, or unresolved issues? We examine the availability and responsiveness of customer support channels.
Red List: Companies that make it difficult for customers to contact them or delay responses unnecessarily.
Green List: Companies that provide quick, accessible, and helpful responses to customer inquiries.
Fairness in pricing and terms
Does the company have hidden fees, misleading advertisements, or predatory pricing models? Are its pricing policies clear and upfront?
Red List: Companies that engage in deceptive pricing, surprise fees, or opaque terms that harm customers.
Green List: Companies that are transparent about their pricing, provide clear terms, and avoid hidden charges.
Problem resolution and accountability
How does the company handle complaints or issues? Do they take responsibility for mistakes and work toward fair resolutions, or do they shift blame and leave customers dissatisfied?
Red List: Companies that deny responsibility, refuse to resolve issues, or engage in customer-shaming tactics.
Green List: Companies that take ownership of problems, provide quick and fair resolutions, and actively listen to customer feedback.
Product/service quality and reliability
Does the company consistently deliver on the quality and promises of their products or services? How often do customers experience defective products, service interruptions, or unmet expectations?
Red List: Companies with frequent product defects, low-quality services, or unreliable offerings that regularly disappoint customers.
Green List: Companies that provide high-quality, reliable products/services and stand behind their offerings.
Customer-oriented policies
Does the company have policies that prioritize customer well-being, such as easy returns, fair cancellation policies, or generous warranties? Are customers treated with respect, or are policies designed to trap or inconvenience them?
Red List: Companies that impose difficult, one-sided policies that make it hard for customers to cancel, return items, or get refunds.
Green List: Companies with customer-friendly policies that protect consumers’ rights and make the process of resolving issues as seamless as possible.
Ethical practices and transparency
Is the company transparent about its practices, values, and operations? Does it engage in ethical practices such as fair labor conditions, environmental sustainability, and honest marketing?
Red List: Companies with unethical business practices, lack of transparency, or negative impacts on the environment or society.
Green List: Companies that prioritize ethical business practices, are transparent with customers, and operate in socially responsible ways.
Consumer advocacy and education
Does the company provide resources, guides, or support that helps customers make informed decisions? Do they engage with and support consumer advocacy, or do they ignore or dismiss customer concerns?
Red List: Companies that take an adversarial approach to consumer advocacy and don’t provide educational resources or assistance.
Green List: Companies that promote consumer education, support consumer rights, and engage in advocacy to improve the customer experience.