Top US Companies Excel in Customer Respect, According to Annual Review

The Customer Respect Group, an international research and consulting firm, has released its Annual Review of the Largest 100 US Companies, highlighting top performers in customer respect. The review analyzed the largest 100 companies as defined by Fortune Magazine in April 2006. Notably, Intel, Sears Roebuck, Hewlett-Packard, Medco, and Procter & Gamble achieved an Excellent rating, demonstrating a commitment to providing a positive online customer experience. Procter & Gamble, in particular, showed significant improvement, rising from 64th to 5th position.

Key Takeaways:

• The highest rated sites for overall customer respect were Intel, Sears Roebuck, Hewlett-Packard, Medco, and Procter & Gamble, all achieving an Excellent rating.
• Procter & Gamble was the most improved company, moving from 64th to 5th position overall.
• Intel, Johnson & Johnson, and Wells Fargo were rated highest for Site Usability, with Intel also excelling in the Trust category.
• Bank of America, Hewlett-Packard, and Sprint were commended for their Communications and responsiveness to online inquiries.
• Procter & Gamble, Intel, and IBM were recognized as having the highest Trust ratings.
• The Customer Respect Index (CRI) was used to evaluate the online customer experience of the top-scoring companies.

Statistics:

• 100 companies were analyzed in the review.
• Intel, Sears Roebuck, Hewlett-Packard, Medco, and Procter & Gamble achieved an Excellent rating.
• Procter & Gamble improved from 64th to 5th position overall.
• 55% of companies improved their customer respect scores.
• The review highlighted Intel's excellence in both Site Usability and Trust categories.

Sources:

• "Annual Review of the Largest 100 US Companies," The Customer Respect Group (no date).
• "About The Customer Respect Group," The Customer Respect Group (www.customerespect.com).
• Fortune Magazine, April 2006.