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Largest 100 US Firms Rated on Customer Online Experience
Only 35 Percent Get a Good or Excellent Rating; Just 6 Percent Rate
Excellent; 30 Percent Continue to Share User Information Without Permission
The Customer Respect Group, an international research and consulting firm
that focuses on how corporations treat their customers online, today released
the results of its 2005 annual Online Customer Respect Study of the country's
largest 100 companies.
In this fourth-annual study, just six companies achieved "excellent"
ratings (HP, Medco Health Solutions, Sprint, Intel, American Express and UPS) and
another 29 of the top 100 reached the level acknowledged for "good" online
customer respect. The remaining 65 firms did not meet the standard expected by
online customers.
Corporate sites reviewed for this report include: Abbott Laboratories,
Albertson's, Alcoa, Allstate, Altria Group, American Express, American Intl.
Group, AmerisourceBergen, Archer Daniels Midland, AT&T, Bank of America Corp.,
BellSouth, Berkshire Hathaway, Best Buy, Boeing, Bristol-Myers Squibb, Cardinal
Health, Caremark Rx, Caterpillar, ChevronTexaco, Cisco Systems, Citigroup,
Coca-Cola, ConocoPhillips, Costco Wholesale, CVS, Dell, Delphi, Dow Chemical, Duke
Energy, DuPont, Electronic Data Systems, Exxon Mobil, FedEx, Ford Motor,
General Electric, General Motors, Goldman Sachs Group, Hartford Financial Ser
vices, HCA, Hewlett-Packard, Home Depot, Honeywell Intl., Ingram Micro, Intel,
International Paper, Intl. Business Machines, J.C. Penney, J.P. Morgan Chase &
Co., Johnson & Johnson, Johnson Controls, Kroger, Lehman Brothers Hldgs.,
Lockheed Martin, Lowe's, Marathon Oil, Mass. Mutual Life Ins., MCI, McKesson, Medco
Health Solutions, Merck, Merrill Lynch, MetLife, Microsoft, Morgan Stanley,
Motorola, Nationwide, New York Life Insurance, News Corp., Northrop Grumman,
PepsiCo, Pfizer, Plains All Amer. Pipeline, Procter & Gamble, Prudential
Financial, Safeway, SBC Communications, Sears Roebuck, Sprint, St. Paul Travelers Cos.,
State Farm Insurance Cos, Sunoco, Sysco, Target, TIAA-CREF, Time Warner,
Tyson Foods, United Parcel Service, United Technologies, UnitedHealth Group,
Valero Energy, Verizon Communications, Viacom, Wachovia Corp.,Walgreen, Wal-Mart
Stores, Walt Disney, Wellpoint, Wells Fargo, Weyerhaeuser
Only 35 Percent Get a Good or Excellent Rating; Just 6 Percent Rate
Excellent; 30 Percent Continue to Share User Information Without Permission
The Customer Respect Group, an international research and consulting firm
that focuses on how corporations treat their customers online, today released
the results of its 2005 annual Online Customer Respect Study of the country's
largest 100 companies.
In this fourth-annual study, just six companies achieved "excellent"
ratings (HP, Medco Health Solutions, Sprint, Intel, American Express and UPS) and
another 29 of the top 100 reached the level acknowledged for "good" online
customer respect. The remaining 65 firms did not meet the standard expected by
online customers.
Corporate sites reviewed for this report include: Abbott Laboratories,
Albertson's, Alcoa, Allstate, Altria Group, American Express, American Intl.
Group, AmerisourceBergen, Archer Daniels Midland, AT&T, Bank of America Corp.,
BellSouth, Berkshire Hathaway, Best Buy, Boeing, Bristol-Myers Squibb, Cardinal
Health, Caremark Rx, Caterpillar, ChevronTexaco, Cisco Systems, Citigroup,
Coca-Cola, ConocoPhillips, Costco Wholesale, CVS, Dell, Delphi, Dow Chemical, Duke
Energy, DuPont, Electronic Data Systems, Exxon Mobil, FedEx, Ford Motor,
General Electric, General Motors, Goldman Sachs Group, Hartford Financial Ser
vices, HCA, Hewlett-Packard, Home Depot, Honeywell Intl., Ingram Micro, Intel,
International Paper, Intl. Business Machines, J.C. Penney, J.P. Morgan Chase &
Co., Johnson & Johnson, Johnson Controls, Kroger, Lehman Brothers Hldgs.,
Lockheed Martin, Lowe's, Marathon Oil, Mass. Mutual Life Ins., MCI, McKesson, Medco
Health Solutions, Merck, Merrill Lynch, MetLife, Microsoft, Morgan Stanley,
Motorola, Nationwide, New York Life Insurance, News Corp., Northrop Grumman,
PepsiCo, Pfizer, Plains All Amer. Pipeline, Procter & Gamble, Prudential
Financial, Safeway, SBC Communications, Sears Roebuck, Sprint, St. Paul Travelers Cos.,
State Farm Insurance Cos, Sunoco, Sysco, Target, TIAA-CREF, Time Warner,
Tyson Foods, United Parcel Service, United Technologies, UnitedHealth Group,
Valero Energy, Verizon Communications, Viacom, Wachovia Corp.,Walgreen, Wal-Mart
Stores, Walt Disney, Wellpoint, Wells Fargo, Weyerhaeuser
