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The Customer Respect Group Announces 2004 Publication Schedule of Online Customer Respect Studies of Top 100 U.S. Companies and 13 Industry Sectors

Posted on: Tuesday, 10 February 2004, 06:00 CST

The Customer Respect Group:

¶ Researched Sectors: Financial Services; Insurance; Media Publishing/Internet; Food, Beverage & Tobacco; Telecommunications and Networking; Transportation, Distribution, Logistics; Retail; Computer Hardware, Software & Service; Airlines & Travel; Electronics; Consumer Products; Pharmaceutical, Healthcare Products & Services; Canadian Telecommunications

¶ The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their customers online, today announced the January through June 2004 schedule for its research. ¶ The research is the only to bring objective measure to the analysis of corporate performance from an online customer's perspective. It assigns a Customer Respect Index (CRI(TM)) rating to each company on a scale of one to 10, with 10 being the highest achievable score. The Customer Respect Index is a qualitative and quantitative in-depth analysis and independent measure of a customer's online experience when interacting with companies via the Internet. ¶ By looking at more than 1000 Web sites across a spectrum of industries in detail, The Customer Respect Group has determined 60+ different attributes that combine to create the entire online customer experience. These attributes have been grouped together and measured as indicators of Simplicity (ease of navigation), Privacy (respects customer privacy), Attitude (customer-focus of site), Transparency (open and honest policies), Responsiveness (quick and thorough responses to inquiries) and Principles (values and respects customer data). Combined they measure a company's overall Customer Respect. ¶"Research shows that 10% of sales start on the Web," said Donal Daly, CEO of The Customer Respect Group, "and yet many companies waste money and lose customers by treating them like second-class citizens online. It's time that large corporations wake up to reality: According to independent research, more than 60 percent of online customers choose not to buy from a company because they are unsure about how personal data will be used. And 82 percent of users refuse to give personal data to Web sites because of privacy concerns. Further, 70 percent of online consumers are lost to competitors if they don't receive timely responses. Fortunately, a number of companies have a very good CRI rating and some are acting already on the findings of last year's research. That's good because studies suggests that companies that redesign their Web sites to support users' goals increase online purchasing by 30 percent."

¶ Sector Report Schedule - January - June 2004:

¶ The following reports will be issued in the first half of 2004 and repeated in the second half along with additional sectors.

¶ -- Financial Services: January (published)

¶ -- Insurance: February

¶ -- Media: February

¶ -- Food, Beverage & Tobacco: March

¶ -- Telecommunications and Networking: March

¶ -- Transportation, Distribution, Logistics: March

¶ -- Retail: April

¶ -- Computer Hardware, Software & Service: April

¶ -- Airlines & Travel: May

¶ -- Electronics: May

¶ -- Consumer Products: May

¶ -- Pharmaceutical, Healthcare Products & Services: June

¶ -- Canadian Telecommunications: June

¶ -- Annual 2004 Top 100 (by size) Study: June

¶ How to Order

¶ Each company and industry is researched and analyzed every 6 months on average. Subscribers to Customer Respect Online receive access to:

¶ -- Industry report(s) incorporating analysis of online trends for

that sector, key findings, editorials and analysis for the

industry

¶ -- League tables for CRI and each CRI sub-index

¶ -- CRI report cards for each company covered in that report

¶ -- Detailed own-company confidential report

¶ -- Best practice guidelines, practical customer respect examples,

analysis tools for head-to-head comparison with competitor,

data drill down on specific sub-indices for own company,

simultaneous multi-company comparisons and dynamic league

tables

¶ -- Fortune 100 CRI Report (annual subscribers only)

¶ Customer Respect Online is available in three different subscription levels to suit specific requirements:

¶ -- Immediate Action: Includes one research cycle, one single

industry report, one company confidential report, three months

of online access to CRO for $5,000.

¶ -- Continuous Improvement: Includes two research cycles, two

single industry reports, two company confidential reports, 12

months of CRO access, Fortune 100 CRI Report and data for

$15,000.

¶ -- Portfolio Perspective: Includes two research cycles, all

industry reports, four company confidential reports, 12 months

of CRO access, Fortune 100 CRI Report and data for $25,000.

¶ Companies can obtain additional information by visiting the Web site, www.CustomerRespect.com, calling 425-454-4151 or emailing info@customerrespect.com.

¶ Surveyed Companies:

¶ The following company sites are being surveyed in the first half of 2004:

¶ Airlines & Travel

¶ Alaska Air Group, Inc.; America West Holdings Corp.; American Airlines; AMR Corporation; ATA Airlines, Inc; Boyd Gaming Corporation; Continental Airlines, Inc.; Delta Air Lines, Inc.; Enterprise Rent-A-Car Company; Expedia; Harrah's Entertainment, Inc.; Hawaiian Airlines Inc.; Hilton Hotels; Mandalay Resort Group; Marriott International, Inc.; MGM Mirage; Northwest Airlines Corporation; Park Place Entertainment Corporation; Southwest Airlines; Specialized Bicycles; Starwood Hotels & Resorts Worldwide, Inc.; Trump Hotels & Casino Resorts, Inc.; UAL Corporation; US Airways Group, Inc.; Wyndham International, Inc.

¶ Computer Hardware, Software & Service

¶ Anixter International Inc.; Apple Computer, Inc.; Arrow Electronics, Inc; AutoDesk Inc.; Avnet, Inc.; BearingPoint, Inc.; Bell Microproducts, Inc.; Best Software SB, Inc.; BMC Software, Inc.; Brightpoint, Inc; Cadence Design Systems, Inc.; Canon Canada Inc.; CDW; CellStar Corporation; Comdisco Holding Company; Computer Associates International, Inc.; Computer Sciences Corporation; Compuware Corporation; Concord EFS, Inc.; Dell Computer Corporation; DST Systems, Inc.; Eaglesoft; EarthLink, Inc.; ebay Inc.; Electronic Arts, Inc.; Electronic Data Systems Corporation; Electronics For Imaging, Inc.; EMC Corporation; Fellowes, Inc.; First Data Corporation; Fiserv Inc.; Gateway, Inc.; Graybar Electric Company, Inc.; Hewlett-Packard Company; Ikon Office Solutions, Inc.; IMS Health Inc.; Ingram Micro, Inc.; Insight Enterprises, Inc.; International Business Machines Corporation; Intuit, Inc.; Lexmark International, Inc.; Maxtor Corporation; McAfee Security; Microsoft Corporation; National Processing Inc.; NCR Corporation; Novell, Inc.; Oracle Corporation; PeopleSoft, Inc.; Perot Systems Corporation; Pinnacle Systems Inc.; Pioneer-Standard Electronics, Inc.; Pitney Bowes Inc.; Ricoh Corporation; Sabre Holdings Corporation; Safeguard Scientifics, Inc.; Safetylogic; Science Applications International Corporation; Siebel Systems, Inc.; Silicon Graphics, Inc.; Storage Technology Corporation; Sun Microsystems, Inc.; SunGard Data Systems; Symbol Technologies, Inc.; Tech Data Corporation; The Dun & Bradstreet Corporation; The Titan Corporation; UBI Soft Entertainment; Unisys Corporation; United Stationers Inc.; VeriSign, Inc.; Veritas Software Corporation; VMware, Inc.; Western Digital Corporation

¶ Consumer Products

¶ Alberto-Culver Company; Avon Products, Inc.; BISSELL Homecare, Inc.; Blyth, Inc.; Colgate-Palmolive Company; Columbia Sportswear Co.; Fortune Brands; Furniture Brands International, Inc.; Gillette Company; Griffon Corp.; Hasbro, Inc.; Herman Miller Incorporated; Hon Industries, Inc.; Jacuzzi Brands, Inc.; Jones Apparel Group, Inc.; Kellwood Company; Kimball International, Inc.; Kimberly-Clark Corporation; La-Z-Boy Incorporated; Leggett & Platt, Incorporated; Levi Strauss & Co.; Liz Claiborne, Inc.; Masco Corporation; Mattel, Inc.; Newell Rubbermaid Inc.; Nike, Inc.; Phillips-Van Heusen Corporation; Polo Ralph Lauren Corporation; Reebok International Ltd.; Russell Corporation; Sealy Corporation; Steelcase Inc.; The Clorox Company; The Dial Corporation; The Estee Lauder Companies Inc.; The Procter & Gamble Company; The Stanley Works; The Stanley Works, Ltd.; The Warnaco Group, Inc.; Timberland Co.; U.S. Industries, Inc.; VF Corporation

¶ Electronics

¶ American Power Conversion Corp.; Amkor Technology Inc.; Analog Devices, Inc.; Applied Materials, Inc.; Atmel Corporation; Benchmark Electronics Inc; Danaher Corporation; Delphi; Diebold, Incorporated; Eastman Kodak Company; Eaton Corporation; Emerson Electric Co.; Energizer Holdings, Inc.; Fairchild Semiconductor International, Inc.; Fisher Scientific International Inc.; Franklin Electronic Publishers Inc.; Fujitsu America; GenTek, Inc.; Harman International Industries, Inc.; Hubbell Incorporated; Intel; International Rectifier Corp.; Jabil Circuit, Inc.; Kla-Tencor Corporation; Konica Minolta USA, Inc.; LSI Logic Corporation; Maytag Corporation; Mettler-Toledo International, Inc.; Micron Technology, Inc.; Molex Incorporated; National Semiconductor Corporation; Nvidia Corporation; PerkinElmer Inc.; Planar Systems Inc.; Polaroid Corporation; Qiagen NV; Rockwell Automation Inc.; Sanmina-SCI Corporation; Shure Inc.; Siemens USA; Solectron Corporation; Sony Corporation of America; SPX Corporation; Teradyne, Inc.; Texas Instruments Incorporated; Thermo Electron Corporation; Thomas & Betts Corporation; Viking Components; Vishay Intertechnology, Inc.; Whirlpool Corporation

¶ Food, Beverage & Tobacco

¶ Altria Group, Inc.; Anheuser-Busch Companies, Inc.; Archer Daniels Midland Company; Brinker International, Inc.; Brown-Forman Corporation; Campbell Soup Co.; Cargill, Inc.; CBRL Group, Inc.; Chiquita Brands International, Inc.; CKE Restaurants Inc.; Coca-Cola Bottling Co. Consolidated; Coca-Cola Enterprises, Inc.; ConAgra Foods, Incorporated; Constellation Brands, Inc.; Corn Products International Inc.; Darden Restaurants, Inc.; Dean Foods Company; Del Monte Foods Company; DIMON Inc.; Dole Food Company, Inc.; Domino's, Inc.; Dreyer's Grand Ice Cream Inc.; Farmland Industries, Inc.; Flowers Foods; General Mills, Inc.; Gold Kist Inc.; H.J. Heinz Company; Hershey Foods Corporation; Hormel Foods Corporation; Imperial Sugar Company; Interstate Bakeries Corporation; Jack in the Box Inc.; Kellogg Company; Land O Lakes, Inc.; McCormick & Company, Incorporated; McDonald's Corporation; Michael Foods, Inc; Outback Steakhouse, Inc; PepsiAmericas, Inc.; PepsiCo, Inc.; Philip Morris USA Inc.; Pilgrim's Pride Corporation; R. J. Reynolds Tobacco Holdings, Inc.; Ralcorp Holdings, Inc.; Sara Lee Corporation; Seaboard Corporation; Smithfield Foods; Starbucks Corporation; The Coca-Cola Company; The Pepsi Bottling Group, Inc.; Tyson Foods, Inc.; Universal Corporation; UST Inc.; Wendy's International, Inc.; Wm. Wrigley Jr. Company

¶ Insurance

¶ Allmerica Financial Corporation; American Family Mutual Insurance Company; American Financial Group, Inc.; American International Group,Inc.; American Medical Security Group, Inc.; American National Insurance Company; AmerUs Group Co.; Amica Mutual Insurance Co.; Auto-Owners Insurance Group; Berkshire Hathaway; Berkshire Hathaway/GEICO; Chubb Corporation; Cincinnati Financial Corporation; CNA; Conseco, Inc.; CUNA Mutual Group; Erie Insurance Group; Factory Mutual Insurance Company; Federated Mutual Insurance Company; Fidelity National Financial, Inc.; Guardian Life Insurance Co. of America; Harleysville Mutual Insurance Co.; Hartford Financial Services Group Inc.; Jefferson-Pilot Corporation; John Hancock Financial Services Inc.; Knights of Columbus; LandAmerica Financial Group, Inc.; Liberty Mutual Insurance Group; Lincoln National Corporation; Loews Corporation; Markel Corporation; Massachusetts Mutual Life Insurance Company; MBIA, Inc.; Mercury General Corp; MetLife Inc.; MGIC Investment Corporation; Minnesota Life Insurance Company; Mutual of Omaha Insurance Companies; Nationwide Mutual Insurance Co.; New York Life Insurance Company; Northwestern Mutual Life Insurance Company; Ohio Casualty Corporation; Old Republic International Corporation; OneAmerica Financial Partners, Inc.; Pacific LifeCorp; Phoenix Companies, Inc.; Principal Financial Group, Inc.; Protective Life Corporation; Prudential Financial, Inc.; Radian Group, Inc.; Safeco Corporation; Selective Insurance Group; Sentry Insurance Group; StanCorp Financial Group, Inc.; State Farm Insurance Cos.; Stewart Information Services Corporation; Teachers Insurance and Annuity Association College Retirement; The Allstate Corporation; The Commerce Group,Inc.; The First American Corporation; The MONY Group, Inc.; The Progressive Corporation; The St. Paul Companies, Inc.; Thrivent Financial for Lutherans; Torchmark Corporation; UICI; Union Central Life Insurance Co.; United Services Automobile Association; Unitrin, Inc.; UnumProvident Corporation; W.R. Berkley Corporation

¶ Media Publishing/Internet

¶ AMC Entertainment, Inc.; American Greetings Corporation; AOL Time Warner Inc.; Banta Corporation; Belo Corp.; Clear Channel Communications, Inc.; Deluxe Corporation; Dow Jones & Company, Inc.; Forbes; Gannett Co., Inc.; Gemstar-TV Guide International, Inc.; Hallmark; Investor's Business Daily; Knight-Ridder Inc.; Liberty Media Corporation; Mail-Well, Inc.; Metro-Goldwyn-Mayer Inc.; Primedia Inc.; R.R. Donnelley & Sons Company; Regal Entertainment Group; Scholastic Corporation; The E.W. Scripps Company; The McGraw-Hill Companies, Inc.; The New York Times Company; The Reader's Digest Association,Inc.; The Walt Disney Company; The Washington Post Company; Tribune Company; Viacom Inc.; Vivendi Universal ; Wallace Computer Services, Inc., Ask Jeeves, Inc.; Bertelsmann AG; CompuServe Interactive Services, Inc.; Google, Inc.; Overture Services, Inc.; The Thomson Corporation; Yahoo! Inc.

¶ Pharmaceutical, Healthcare

¶ Allergan Inc.; Amerigroup Corporation; AmerisourceBergen Corp.; Amgen, Inc; Anthem,Inc.; Applera Corporation; ApriaHealthcare Group Inc.; Barr Laboratories, Inc.; Bausch & Lomb Inc.; Bausch & Lomb Incorporated; Baxter International Inc.; Beckman Coulter Inc.; Becton, Dickinson and Company; Beverly Enterprises, Inc.; Biogen, Inc.; Biomet, Inc.; Boston Scientific Corporation; Bristol-Myers Squibb Company; C.R. Bard, Inc.; Cardinal Health, Inc.; Caremark Rx, Inc.; Chiron Corporation; CIGNA Corporation; Cobalt Corporation; Community Health Systems, Inc.; Coventry Health Care Inc.; D & K Healthcare Resources, Inc.; Dade Behring Holdings, Inc.; DaVita; Dentsply International, Inc.; Eli Lilly and Company; Express Scripts, Inc.; Forest Laboratories, Inc.; Genesis Health Ventures, Inc.; Genzyme Corporation; Guidant Corporation; HCA, Inc; Health Management Associates, Inc.; Health Net Inc.; Healthsouth Corporation; Henry Schein Inc.; Hillenbrand Industries; Humana Inc.; Invitrogen Corp.; Ivax Corporation; Johnson & Johnson; Kindred Healthcare, Inc.; King Pharmaceuticals, Inc.; Laboratory Corp. of America Holdings; Magellan Health Services, Inc.; Manor Care, Inc.; Mariner Health Care, Inc.; McKesson Corporation; Medical Mutual of Ohio; Medtronic, Inc.; Merck & Co., Inc.; Mid Atlantic Medical Services,Inc.; Omnicare, Inc.; Owens & Minor, Inc.; Oxford Health Plans, Inc.; PacifiCare Health Systems Inc.; Patterson Dental Company; Pfizer Inc.; Pharmacia Corporation; Priority Healthcare Corporation; PSS World Medical, Inc.; Quest Diagnostics Incorporated; Schering-Plough Corporation; Sierra Health Services, Inc.; St. Jude Medical, Inc.; Stryker Corporation; Sun Healthcare Group,Inc.; Tenet Healthcare Corporation; Triad Hospitals, Inc.; UnitedHealth Group, Incorporated; Universal Health Services, Inc.; Watson Pharmaceuticals, Inc.; WellChoice Inc.; WellPoint Health Networks Inc.; Wyeth

¶ Retail

¶ Albertson's, Inc.; Amazon.Com Inc.; American Eagle Outfitters, Inc.; AnnTaylor Stores Corporation; Applied Industrial Technologies, Inc.; AutoZone, Inc.; Barnes & Noble Inc.; Bed Bath & Beyond, Inc.; Belk, Inc.; Best Buy Co. Inc.; Big Lots, Inc.; BJ's Wholesale Club, Inc.; Borders Group, Inc.; Brown Shoe Company, Inc.; Building Material Holding Corporation; Burlington Coat Factory Warehouse Corp.; Casey's General Stores, Inc.; Cenex Harvest States Cooperatives; Charming Shoppes, Inc.; Circuit City Stores, Inc.; Costco Wholesale Corporation; CSK Auto Corporation; CVS Corporation; Daisytek International Corporation; Di Giorgio Corporation; Dillard's Inc.; Dollar General Corporation; Dollar Thrifty Automotive Group Inc.; Dollar Tree Stores, Inc.; Duane Reade, Inc.; Electronics Boutique Holdings Corp.; Family Dollar Stores, Inc.; Federated Department Stores, Inc.; Fleming Companies, Inc.; Foot Locker, Inc.; Fortunoff ; Genuine Parts Company; Goody's Family Clothing, Inc.; Handleman Company; Hollywood Entertainment Corporation; Hughes Supply, Inc.; Ingles Markets, Incorporated; International Multifoods Corporation; J.C. Penney Company, Inc.; Jo Ann Stores, Inc.; Kmart Corporation; Kohl's Corporation; Limited Brands, Inc.; Linens'n Things, Inc.; Longs Drug Stores Corporation; Lowe's Companies, Inc.; Marsh Supermarkets, Inc.; Michaels Stores, Inc.; Nash Finch Company; Nordstrom, Inc.; Office Depot, Inc.; OfficeMax, Inc.; O'Reilly Automotive, Inc.; Pathmark Stores, Inc.; Payless Shoesource Inc.; PC Connection, Inc.; Performance Food Group Company; Petco Animal Supplies, Inc.; PetsMart, Inc.; Pier 1 Imports, Inc.; Publix Super Markets, Inc.; RadioShack Corporation; Regis Corporation; Reliance Steel & Aluminum Company; Rent-A-Center, Inc.; Rite Aid Corporation; Ross Stores, Inc.; Roundy's, Inc.; Ruddick Corporation; Ryerson Tull, Inc.; Safeway Inc.; Saks, Incorporated; Sears Roebuck and Company; ShopKo Stores, Inc.; Spartan Stores, Inc.; Sports Authority Inc.; Staples, Inc.; Stater Bros. Holdings Inc.; Stein Mart, Inc.; Supervalu Inc.; Sysco Corporation; Systemax, Inc.; Target Corporation; The Gap, Inc.; The Home Depot, Inc.; The Kroger Company; The May Department Stores Company; The Men's Wearhouse, Inc.; The Nautilus Group Inc.; The Neiman Marcus Group, Inc.; The Pantry, Inc.; The Penn Traffic Company; The Pep Boys-Manny, Moe and Jack; The TJX Companies, Inc.; Tiffany & Co; Toys R Us, Inc.; Tractor Supply Company; Trans World Entertainment Corporation; TravelCenters of America, Inc.; TruServ Corporation; Unified Western Grocers, Inc.; United Natural Foods, Inc.; USA Interactive, Inc.; Value City Department Stores, Inc.; W.W. Grainger, Inc.; Walgreen Co.; Wal-Mart Stores, Inc.; Watsco, Inc.; Weis Markets, Inc.; Wesco International, Inc.; Whole Foods Market, Inc.; Williams-Sonoma; Winn-Dixie Stores, Inc.; World Fuel Services Corporation

¶ Telecommunications & Networking

¶ Alltel Corporation; AT&T; AT&T Wireless Services, Inc.; Avaya Inc.; BellSouth Corporation; Broadview Networks, Inc.; Broadwing Inc.; Cablevision Systems Corp.; CenturyTel, Inc.; Charter Communications, Inc.; Cisco Systems, Inc.; Comcast Cable; Comcast Corporation; Corning Inc.; Cox Communications, Inc.; Ditech Communications Corp.; Echostar Communications Corporation; EMS Technologies, Inc.; Frontier/Citizens Communications Co.; Furuno U.S.A., Inc.; Harris Corporation; IDT Corporation; Inter-Tel Inc.; Larscom Inc.; Level 3 Communications, Inc.; Lucent Technologies Inc.; MCI; McLeodUSA, Inc.; Motorola, Inc.; NetScout Systems Inc.; Nextel Communications, Inc.; NTL Europe, Inc.; Panduit Corp.; Qualcomm Incorporated; Qwest Communications International Inc.; SBC Communications Inc.; Scientific-Atlanta, Inc.; Sprint Corporation; TDS Telecom; Telephone and Data Systems, Inc.; Tellabs, Inc.; Verizon Communications Inc.; Verizon Wireless; Western Wireless Corporation; WilTel Communications Group, Inc.

¶ Transportation & Logistics

¶ Alexander & Baldwin, Inc.; Amerco; Arkansas Best Corporation; ATA Holdings Corporation; Brunswick Corporation; C. H. Robinson Worldwide, Inc.; CNF Inc.; EGL, Inc.; Expeditors International of Washington, Inc.; FedEx Corporation; Harley-Davidson, Inc.; Hub Group Inc.; J.B. Hunt Transport Services, Inc.; Landstar System, Inc.; Murray, Inc.; Pacer International, Inc.; Pacific Cycle, LLC; Polaris Industries Inc.; Roadway Corporation; Ryder System, Inc.; Swift Transportation Company, Inc.; The Brink's Company; The Pittston Company; Trinity Industries, Inc.; United Parcel Service, Inc.; USFreightways Corporation; Werner Enterprises, Inc.

¶ Canadian Telecommunications

¶ Rogers Communications Inc.;Bell Canada; Microcell Solutions Inc.; Cogeco Cable Inc.; TELUS Corporation; Allstream Corporation; 360networks Corporation; Shaw Communications; Videotron Ltee; Aliant Inc.;Sprint Canada

¶ About The Customer Respect Group

¶ The Customer Respect Group is an international research and consulting firm that uses its Customer Respect Index (CRI(TM)) methodology to help companies improve how they treat their customers online. It provides leadership in the objective and scientific measurement of a customer's online experience. Many of the largest U.S. companies have already adopted the CRI methodology to improve online customer satisfaction and loyalty. The Customer Respect Group is headquartered in Bellevue, WA. For additional information, visit www.customerrespect.com. ¶ All companies and products listed herein are trademarks or registered trademarks of their respective holders.

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