Study: Hewlett-Packard Treats Online Customers the Best
The study, published by Bellevue, WA-based research and consulting firm The Customer Respect Group, analyzes corporate performance from an online customer's perspective. It assigns a Customer Respect Index to each company, which is a qualitative and quantitative measure based on a maximum of 10 of a customer's online experience when interacting with companies.
Hewlett-Packard scored a CRI of 9.7 while Ingram Micro had just a 2.8. American Express showed the greatest gain, 8.4 this year compared with 4.3 last year.
· Overall, the companies improved online customer interactions slightly from last year: 7.0 vs. 6.5.
· Thirty-one percent of surveyed companies still do not respond to online inquiries, down from 37 percent last year.
· About 10 percent still do not post privacy policies.
· The top scoring industry sector is hi-tech. The lowest-scoring sector is food, beverage and tobacco.
· The retail sector focuses more on customer privacy than financial services and insurance companies.