Industry scores high marks for Web 'manners'

The travel industry fared better than other industries in the Ipswich, Mass.-based Customer Respect Group's Third Quarter 2005 Online Customer Respect Study of the largest airline and travel companies.

The study rated the online performance of airline and travel companies, based on their customers' experience interacting with their corporate Web sites.

The group created a formula by which to assign a Customer Respect Index (CRI) rating to each company based on several factors, such as ease of navigation, quick and helpful responses to inquiries, respect of customer privacy, customer focus, open and honest policies and respect of customer data.

A score of 8.0 or more was considered excellent. Scores of 4.0 or below were considered poor. The average CRI in 660 surveys across various industries was 5.9.  The average score in the airline and travel industries was 7.2, up from 6.8 in the group's first-quarter study.


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