Examine How Well 51 Retail Companies' Web Sites Performed When Analyzed Using the Customer Respect Methodology

September 4, 2006; 04:57 AM
Research and Markets (http://www.researchandmarkets.com/reports/c41591) has announced the addition of "Retail Industry Report Q3 2006 - Practices Towards the Online Customer in the United States Retail Industry" to their offering.

This report is valuable for Marketing Professionals, Web Site Owners, Managers of e-commerce who will benefit from keeping abreast of the practices of the major companies which will influence the attitudes and expectations of web visitors to all sites.

This report examines how well 51 Retail companies' Web sites performed when analyzed with the Customer Respect methodology. This analysis measures over 130 aspects of the online user experience. Companies who perform well must enable their site visitors to easily complete tasks, respond well to email queries, and treat personal data with respect.

The 51 companies we reviewed are split into the following sectors:

- Accessories & Apparel
- Electronic Goods
- Food & Drug Stores
- General Merchandisers
- Home and Office

Our findings indicate that Retail companies performed significantly
better than average in communicating with their customers online.
Every company provided at least one method of online contact.
Ninety-one percent of the replies to our inquiries were rated as
very helpful, 69 percent of replies arrived within a day and only
eight percent of our inquiries were ignored.

Key Topics Covered Include:

- Key findings and Statistics
- Intra-Sector comparisons
- Industry comparisons
- Individual Company Scores and Comparative Rankings

Analysis on Findings
- Ease of use
- Simplicity sub-index
- Attitude sub-index
- Communications
- Responsiveness sub-index
- Trust
- Principles sub-index
- Transparency sub-index
- Privacy sub-index

Appendix A
- Detailed Sector Tables

Appendix B

The Customer Respect Index
How we choose what to measure
Sample metrics
Ease of use, Communication and Trust
List of Figures and Tables


Companies Mentioned Include:

- Abercrombie & Fitch
- Ace Hardware
- Amazon.Com
- AnnTaylor Stores
- Banana Republic
- Best Buy
- Buy.com
- Circuit City
- Coldwater Creek
- CompUsa
- Costco
- Crate & Barrel
- Crutchfield
- CVS Corporation
- Drugstore
- Eddie Bauer
- Foot Locker
- Gap
- Home Depot
- J.C. Penney
- Kmart Corporation
- Kohl's
- L.L. Bean
- Land's End
- Lowe's
- Macys
- Neiman Marcus
- Newegg.com
- Nike
- Office Depot
- OfficeMax.
- Old Navy
- Overstock.com

For more information visit http://www.researchandmarkets.com/reports/c41591