Telecommunication Providers Ranked on How They Support Online Customers in Q1 2008...
Telecommunication Providers Ranked on How They Support Online Customers in Q1 2008 Customer Respect Group Study IPSWICH, Mass.--(Business Wire)--The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their online customers, today released findings from its First Quarter 2008 Online Customer Respect Study of Account Management Functionality in the Telecommunications and Communications Industry. The study evaluated the websites of the top 10 providers that supply telephone, television and Internet services. Using a common set of criteria, it is the only study to bring an objective and consistent measure to the analysis of corporate performance from the online customer's perspective. The study was divided into two major categories: Account Management - The degree to which customers are able to manage and view their accounts online, including the ability to find, analyze and pay their bill. Self-Help - The level to which customers are able to resolve common technical and usability questions by accessing the online capabilities made available. Study Summary The table of results listed below is based on a 10-point scale (the higher the score represents a better rating). -0- *T Provider Rating ---------------------------------------------------------------------- Verizon Communications 8.46 Cablevision 6.87 Comcast 6.70 AT&T - SBC 6.69 Qwest 6.19 Cox Communications 5.84 AT&T - BellSouth 5.76 Charter Communications 5.48 Brighthouse Networks 5.26 Time Warner 5.16 ---------------------------------------------------------------------- *T Online Account Management The leaders in Online Account Management were as follows: -0- *T Verizon Cablevision AT&T - SBC Qwest AT&T - BellSouth ----------------- *T Online Self-Help The leaders in Online Self-Help were: -0- *T Verizon AT&T - SBC Comcast Cablevision Cox ------------------ *T A full Scorecard is available from The Customer Respect Group at 978-834-6700 or from http://www.customerrespect.com. About The Customer Respect Group The Customer Respect Group is an international research and consulting firm that uses its Customer Respect Index (CRI(TM)) to help companies improve their treatment of customers online. It provides leadership in the objective and scientific measurement of a customer's online experience. Many of the largest U.S. companies have already adopted the CRI methodology to improve online customer satisfaction and loyalty. The Customer Respect Group is headquartered in metropolitan Boston. For additional information, visit www.customerrespect.com, call 978-834-6700 or e-mail info@customerrespect.com. All companies and products listed herein are trademarks or registered trademarks of their respective holders. George Cohen Communications George Cohen, 617-325-0011 george@gccpr.com Copyright Business Wire 2008
