MassageLuXe Named to Newsweek’s Top Customer Service Companies List

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MassageLuXe Ranks on America’s Best Customer Service Companies List

“Being recognized by Newsweek as one of the Best Customer Services Companies in America is a real honor,” says MassageLuXe CEO Mark Otter. “Our team has had to work extra hard to help our franchisees and their guests. It’s incredibly rewarding to see that hard work recognized.”

Newsweek Magazine revealed that MassageLuXe, a leading massage franchise, is one of the Best Customer Service 2021 Companies. MassageLuXe ranked number four in the “Services: Beauty and Wellness” category with a score of 7.62. This is the first time the brand has appeared on the list.

“Being recognized by Newsweek as one of the Best Customer Services Companies in America is a real honor,” says MassageLuXe CEO Mark Otter. “Given the unprecedented year 2020 has been, our team has had to work extra hard to help our franchisees and their guests. It’s incredibly rewarding to see that hard work recognized.”

Newsweek partnered with the high-powered research firm, Statista, to generate the list. 2020 brought plenty of challenges for everyone, and Newsweek thought it was important to highlight the businesses who were working tirelessly to make things a little easier for everyone.

The entire list of Best Customer Service 2021 Companies, including links to company websites, can be found at

“Even amid this ongoing pandemic and its resulting restrictions, our families still want — and need — things,” said Nancy Cooper, Global Editor in Chief of Newsweek Magazine. “We hope our Newsweek-Statista rankings of the Best Customer Service 2021 companies will help make your shopping an easier, more efficient, and more pleasant experience — at a time when even a little bit of satisfaction goes a long way.”

MassageLuXe is a fast-growing massage and spa franchise that provides luxurious treatments to clients across the country. The demand for massage services is growing rapidly as more people seek out the health benefits of this time-honored practice. MassageLuXe offers services to help clients relax, remove pain, and restore health. Learn how you can start your massage franchise and join the expanding spa industry.

About MassageLuXe

Founded in 2008 in St. Louis, Missouri, MassageLuXe is a fast-growing franchise-based spa company with a mission of delivering the highest quality massage while providing a comfortable, relaxing, and luxurious environment to clients. To further this mission, MassageLuXe also grants clients access to Repechage facials and waxing services.

Massage is a service that improves health, promotes relaxation and overall well-being for the consumer, and has been practiced throughout the world for thousands of years. MassageLuXe currently has 68 locations across 16 states and is planning to expand to 250 locations in the next five years.

More about Newsweek and America’s Best Customer Service 2021 Companies

The 2021 America's Best Customer Service rankings were identified from the results of an independent survey of more than 25,000 U.S. customers who have either made purchases, used services, or gathered information about products or services in the past three years. Customers evaluated several brands: in total, 160,000 evaluations were collected. The awarded brands each received, on average, close to 100 evaluations from customers. The survey was conducted on retailers and service providers from 160 categories, providing results for customer experiences in traditional retail, online, and service segments. For each category, the most relevant brands were included in the scope of the survey according to reputation, turnover, or market share. The final assessment and rankings were based on the Net Promoter Score* (50 percent of the final score) and five evaluation criteria (also 50 percent of the final score):

1. Quality of Communication
Measures whether the contact (via e-mail, telephone, or face-to-face) was friendly or polite.

2. Professional Competence
Measures the quality of information received and whether questions were answered correctly and in sufficient detail.

3. Range of Services
Measures the variety of solutions available to fulfill one's personal expectations.

4. Customer Focus
Measures whether the customer feels acknowledged and important.

5. Accessibility
Measures the availability of customer service in a shop or on a helpline.

The top three to five brands based on category size receiving the highest scores in each category were awarded as America's Best Customer Service 2021. The survey was conducted using online access panels, providing a representative sample of more than 25,000 American customers. Each of them gave an evaluation of several brands. For the full methodology, download this file.

About Newsweek Magazine
Newsweek is a premier news magazine and website that has been bringing high-quality journalism to readers around the globe for over 80 years.

Newsweek provides the latest news, in-depth analysis, and ideas about international issues, technology, business, culture, and politics. In addition to its online and mobile presence, Newsweek publishes weekly English print editions in the United States, Europe/Middle East/Africa, and Asia, as well as editions in Japanese, Korean, Polish, Serbian, and Spanish.

Since it was spun off from IBT Media in September 2018, Newsweek has been owned by Johnathan Davis and Dev Pragad, with Pragad serving as CEO overseeing all of Newsweek's operations. Davis has no operational role at Newsweek.

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