As the researchers explain, the study assigns a Customer Respect Index (CRI) to each company, which is a qualitative and quantitative in-depth analysis and independent measure of a customer’s online experience when interacting with them via the Internet. The higher the score, the better.
Top five carriers in the study’s Mail, Package and Freight Delivery category (with their CRIs shown in parentheses)
- United Parcel Service, Inc. (8.1)
- United States Postal Service (8.1)
- Canada Post (7.3)
- DHL (6.9)
- FedEx Corporation (6.8)
In the Trucking and Truck Leasing Category:
- Overnite Transportation (8.2)
- ABF Freight System, Inc. (7.9)
- Yellow Corporation (7.7)
- U-Haul International, Inc. (7.5)
- Con-Way Transportation (7.4)
The study combines six attributes of a Web site that are then grouped together and measured. They are Simplicity (ease of navigation), Responsiveness (quick and helpful responses to inquiries), Privacy (respect for the privacy of the customer), Attitude (customer-focus of the site), Transparency (open and honest policies) and Principles (values and respects customer data).
Conducted by the Customer Respect Group, the study is conducted through interviews with a representative sampling of the adult Internet population and analysis and categorizing of more than 2000 corporate web sites. Learn more about CRI and the study at http://www.customerrespect.com/.