Customer Respect Group Releases Q4 Findings Yellow, UPS and USPS Reach 'Excellence'
Tuesday, 24 October 2006
The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their online customers, yesterday released findings from its Fourth Quarter 2006 Online Customer Respect Study of the Transportation, Distribution and Logistics Industry.
The overall CRI score for the industry of 6.1 (out of 10) is 0.4 higher than the cross-industry average.
It scored especially well in Principles, with a rating of 6.7 vs. 5.6 for the cross-industry average. According to the Customer Respect Group, this indicates that the industry is more respectful of personal information.
The industry also performed significantly better than average in communicating with customers online. The industry scored an average of 5.6 against an all-industry average of 5.0 for Responsiveness.
The highest rated company was Yellow Corporation with a CRI score of 7.8. United States Postal Service (USPS) was second best with 7.7, while United Parcel Service (UPS) was third with 7.0. These were the only three companies that scored 7.0 or more, the benchmark level for excellence.