The Customer Respect Group, a research and consulting firm that focuses on how corporations treat their customers o...
July 11, 2005
The Customer Respect Group, a research and consulting firm that focuses on how corporations treat their customers online, today released the results of its Second Quarter 2005 Online Customer Respect Study of Canadian telecommunications firms.
The study is the only one to bring objective measure to the analysis of corporate performance from an online customer’s perspective.
It assigns a Customer Respect Index (CRI) rating to each company. 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. Scores of 8.0 and above are considered excellent and show an admirable level of Customer Respect.
Scores of 4.0 and below are considered poor and are badly lacking in Customer Respect.
While no sites received “excellent” CRI scores (8.0 and above), three received “good” scores of 7.0 or above. These merit the Customer Respect accreditation badge. Across all Web sites measured in the last 24 months, just 25% qualify for this accreditation. No Web sites in this survey were rated “poor” (4.0 and below).
Bell Canada and Rogers maintained previous good ratings showing strong consistency and customer respect while Telus improved significantly over the previous year making it the most improved site.
Canadian telecommunications in general outperformed U.S. equivalents as well as U.S. sites in general with strong scores in the categories of privacy and responsiveness," the research firm said.
“Canadian telcos have made improvements in a number of areas, especially in their respect for customer data,” said Terry Golesworthy, president of The Customer Respect Group.
“This is the first industry group we’ve studied in which no firms shared consumer data with third-parties or affiliates. Moreover, the level of responsiveness is commendable."