The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their online customers, has published the findings from its Third Quarter 2005 Online Customer Respect Study of Retailers.
Leading affiliate programs, including Amazon.com, L.L. Bean, Payless ShoeSource, and Wal-Mart were among the top ten retailers in customer respect.
This study presents a measure (Customer Respect Index or CRI rating for each company) for analysis of corporate performance from an online customer’s perspective. The Customer Respect Index is a qualitative and quantitative in-depth analysis and independent measure of a customer’s experience when interacting via the Internet.
When researching which affiliate programs to join, this is a very useful resource to glean which companies are earning the respect of their customers.
After all, companies with happy customers are bound to have less chargebacks and returns.
The Customer Respect Group interviewed a representative sample of the adult Internet population, and then analyzed and categorizing more than 2,000 corporate websites across a spectrum of industries to identify the attributes that together measure the online customer experience.
This report analyzed 53 major retail websites to obtain a good sample of the sector. The top-scoring retailers were…
- Payless Shoe Source
- CVS Corporation
- L.L. Bean
- Liz Claiborne, Inc.
- Wal-Mart Stores, Inc.
- Barnes & Noble
The report is available at http://www.customerrespect.com/upload/retailindustrytable.pdf and also includes lists of retail industries by select segments: Accessories and Apparel, Books and Discs, Food and Drug Stores, General Merchandisers, and Home and Office.