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Saturday, July 03, 2004

Microsoft scores highest in customer-respect study

The Customer Respect Group Inc.measured corporate performance from an online user's perspective.When it comes to treating online customers with respect, Microsoft Corp. tops the list of the country's top 100 companies We assess each of the company's Web sites in a uniform way -- looking at over 90 attributes that we've determined correlate to a successful experience of an online user," said Roger Fairchild, president of The Customer Respect Group. "We've put them in one of six categories, and we provide an overall score that we describe as the Customer Respect Index." Those six categories are simplicity, responsiveness, transparency, principles, attitude and privacy, he said.The study provides a comparative analysis of all companies within a group or industry and offers a comparison of their Web sites from a user-centric perspective, according to Fairchild.On a scale of 0 to 10, the Fortune 100 group averaged a 6.2. Microsoft scored highest, with an 8.7, while Supervalu Inc. in Minneapolis scored lowest, with a 2.7. "We saw that the companies at the upper end of the scale were high-tech companies," said Fairchild.Hewlett-Packard Co. ranked No. 2, with a score of 8.6, and IBM was third, with an 8.5 score, he said.
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