Survey: Online Retailers Improve Customer Service but Lag In Privacy Issues

[mandy]

Retailers scored much better than average in “responsiveness,” and now represent the best sector overall in this category. Just 9 percent of e-mail inquiries were ignored,

However, retailers continue to have room for improvement in some key areas, including the collection and sharing of personal data. Forty-five percent of companies in this report share data with business partners and third parties outside of the organization without the explicit permission of the customer.

Moreover, web pages are getting bigger, more complex and harder to read. Researchers, for the first time, did not find any retail sites with a homepage within The Customer Respect Group’s recommended maximum page size of 72K, an acceptable threshold for dial-up users. In addition, 77 percent of companies do not consistently use strongly contrasting colors as recommended by...the Rehabilitation Act.

full survey: http://www.customerrespect.com/default.asp