Feeds

IT firms lack 'customer respect'

Online punters treated like dogs

  • alert
  • submit to reddit

The Power of One Infographic

The Customer Respect Group, an international research and consulting firm which examines how firms treat their punters online, has studied how the IT industry interacts with consumers.

The good news is that most websites examined in the IT sector were easy to navigate and did a "fair job" of explaining their privacy policies "fully and clearly".

The bad news is that three in ten companies in the sector shared private information with "unaffiliated third parties" without permission, said the report.

A third of companies failed to respond to any customer enquiries, while a quarter only managed answer half of the questions put to them.

Of those outfits using automatic replies saying that queries would be dealt with, almost half failed to follow up their promise.

"High-tech firms need to wake up to the fact that sharing information without permission is bad for business," said Roger Fairchild, president of The Customer Respect Group.

"Moreover, since, on average, users abandon 20 per cent of websites they visit due to an unsatisfactory experience, you have to wonder why more than half of high-tech firms aren't responding to questions directly posed to them.

"Clearly, being technologically savvy doesn't correlate directly to providing a high-quality website experience," he said.

Top dogs in The Customer Respect Group's IT industry study were Hewlett-Packard and research outfit Science Applications International, which both scored 9.5 out of 10, while wireless outfit Brightpoint, served up a dog's breakfast with its score of 2.6.

Last month, the Customer Respect Group carried out research on the UK's top 100 companies concluding that UK firms just don't have the same respect among consumers as their US counterparts.

However, the study was savaged attacked by UK electrical retailer Dixons, which suffered badly in the study, claiming the research was deeply flawed. ®

Related Story

Dixons bottom of customer respect index

Boost IT visibility and business value

More from The Register

next story
BBC goes offline in MASSIVE COCKUP: Stephen Fry partly muzzled
Auntie tight-lipped as major outage rolls on
iPad? More like iFAD: We reveal why Apple ran off to IBM
But never fear fanbois, you're still lapping up iPhones, Macs
Nadella: Apps must run on ALL WINDOWS – PCs, slabs and mobes
Phone egg, meet desktop chicken - your mother
HP, Microsoft prove it again: Big Business doesn't create jobs
SMEs get lip service - what they need is dinner at the Club
ITC: Seagate and LSI can infringe Realtek patents because Realtek isn't in the US
Land of the (get off scot) free, when it's a foreign owner
Samsung threatens to cut ties with supplier over child labour allegations
Vows to uphold 'zero tolerance' policy on underage workers
Dude, you're getting a Dell – with BITCOIN: IT giant slurps cryptocash
1. Buy PC with Bitcoin. 2. Mine more coins. 3. Goto step 1
There's NOTHING on TV in Europe – American video DOMINATES
Even France's mega subsidies don't stop US content onslaught
You! Pirate! Stop pirating, or we shall admonish you politely. Repeatedly, if necessary
And we shall go about telling people you smell. No, not really
prev story

Whitepapers

Seven Steps to Software Security
Seven practical steps you can begin to take today to secure your applications and prevent the damages a successful cyber-attack can cause.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Designing a Defense for Mobile Applications
Learn about the various considerations for defending mobile applications - from the application architecture itself to the myriad testing technologies.
Build a business case: developing custom apps
Learn how to maximize the value of custom applications by accelerating and simplifying their development.
Consolidation: the foundation for IT and business transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.