MCI and Nextel scored highest in the way they treat their custome...
MCI and Nextel scored highest in the way they treat their customers online, said the “Summer 2003 Online Customer Respect Study” of telecom and networking companies by the Customer Respect Group. It said while Nextel also scored highest in…
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the winter study, MCI had significantly improved its score. MCI’s results are “encouraging,” said Terri McNulty, the Customer Respect Group CEO: “Given its troubled past, we believe its recently designed Web site sends a positive message to potential and current customers.” The study found the overall customer respect index (CRI) had dropped to 7.0 out of 10 from 7.3 last winter. “Surveyed firms should focus on key areas such as clarity of privacy principles and interaction with online customers if they wish to see… an increase in satisfied customers,” McNulty said. The study said surveyed firms received the best overall rating for ease of navigation of their Web sites and the worst for respecting customer data. It said 23% of the companies didn’t respond to online inquiries, and of those that did, 77% did so within 48 hours, 3% within 72 hours and 20% later than that. Only 38% used Autoresponder technology, it said. The study said 73% of the companies provided e-mail forms for online inquiries on their Web sites, 22% e-mail addresses and 5% only offline contact information. It said 71% provided a keyword search function on their sites, 83% had privacy policies and 73% used cookies.