HP Earns Top Spot in Online Customer Respect Study of Largest 100 U.S. Companies
PALO ALTO, Calif., June 27, 2005
HP today received top marks in how well it treats customers online in a study of the 100 largest U.S. companies conducted by The Customer Respect Group, an international research and consulting firm.
These results come on the heels of The Customer Respect Group giving HP the No. 1 spot among technology companies' websites in early June. The latest study measures companies in all sectors of the U.S. economy, from healthcare to financial services to transportation.
The annual Online Customer Respect Study is the only one to objectively measure corporate website performance from the online customer's perspective. The 2005 study showed that HP has increased efforts to protect customer privacy, while delivering the best online experience possible.
Each company in the study is given a Customer Respect Index rating, based on interviews with a representative sample of the adult Internet population and analysis of more than 2,000 corporate public websites. HP scored 8.7 points out of a possible 10 to earn the top spot.
HP's web presence was evaluated over the past 12 months to measure overall customer respect in the following six areas:
- Simplicity (ease of navigation)
- Responsiveness (quick and helpful responses to inquiries)
- Privacy (respect for the privacy of the customer)
- Attitude (customer focus of site)
- Transparency (open and honest policies)
- Principles (values and respect of customer data)
HP did particularly well in the area of privacy. The more personal data is shared online, the greater risk of identity theft, which is why HP does not share data without the express permission of its customers. HP also adopted the policy of letting customers choose whether or not to receive news and promotions, unlike many companies that make it difficult for customers to remove themselves from corporate mailing lists.
The complete Customer Respect Group study is available at http://www.customerrespect.com.
HP is a technology solutions provider to consumers, businesses and institutions globally. The company's offerings span IT infrastructure, global services, business and home computing, and imaging and printing. For the four fiscal quarters ended April 30, 2005, HP revenue totaled $83.3 billion. More information about HP (NYSE, Nasdaq: HPQ) is available at http://www.hp.com.