The Web sites of too many Fortune 100 companies in the United States don't take customers seriously, an upcoming report by research and consulting firm The Customer Respect Group concludes. The 2004 Online Customer Respect Study shows that while companies like Microsoft (No. 1) and Hewlett-Packard (No. 2) performed very well across the board, most had inadequate privacy, operational or security measures in place to reassure customers. The study evaluates the top 100 U.S. companies in six categories -- simplicity, responsiveness, transparency, principles, attitude and privacy -- and elicits end-user feedback on their experiences of visits to the Web sites. Grading is done on a 0 (worst) to 10 (best) scale. Roger Fairchild, president of the Bellevue, Wash.-based consulting firm, said he finds it amazing that after three years of publishing report results, companies still don't take their online sites seriously.
posted by Marcus Zillman |
4:00 AM
