business news in context, analysis with attitude

  • The Customer Respect Group released the results of its Spring 2004 Online Customer Respect Study of 52 retailers, ranking these companies’ online shopping experiences on a variety of criteria.

    "This research is the most authoritative to date as our list of online customer respect attributes has expanded based upon what users say is important to them," said Roger Fairchild, president of The Customer Respect Group. "In this study, we've found that retailers are doing a good job in several areas, including Simplicity, Transparency and Attitude. But in the area of Principles, we are very concerned that more than one-third of them share customer data without permission. And despite the fact that our society is beginning to address issues for physically disabled people in the physical world, our research indicates that attitude hasn't yet permeated the online world.”

    The highest ranked organizations within the sector were Foot Locker and (earning scores of 7.9 out of 10), while the lowest was ShopKo Stores at 3.9. The sector's average was 6.6.

    Among the other companies and their rankings:

      Albertson's, Inc. (7.8)
      Kmart Corporation (7.8)
      Walgreen Co. (7.8)
      Barnes & Noble Inc. (7.7)
      Nordstrom, Inc. (7.5)
      The Home Depot, Inc. (7.5)
      Staples, Inc. (7.4)
      Wal-Mart Stores, Inc. (7.2)
      CVS Corporation (7.1)
      Costco Wholesale Corporation (7.0)
      Longs Drug Stores Corporation (6.9)
      Rite Aid Corporation (6.9)
      BJ's Wholesale Club, Inc. (6.8)
      The Kroger Company (6.7)
      Publix Super Markets, Inc. (6.4)
      Pathmark Stores, Inc. (5.8)
      Winn-Dixie Stores, Inc. 5.8
      Safeway Inc. (5.3)
KC's View: