Language Selection

English French German Italian Portuguese Spanish

High-Tech Industry Is Unresponsive To Online Customers

Filed under
Misc

The high-tech industry has conquered many technologies, but when it comes to online customers, e-mail isn't one of them, according to a study released Friday.

Fully 27 percent of e-mails sent to 38 of the largest high-tech companies were ignored, and only half were responded to within a day, according to the latest quarterly report by The Customer Respect Group. In addition, 40 percent of the responses were considered "less than very helpful."

The industry, however, improved in its overall score for online customer respect, earning a 6.8 in the second quarter, compared with a 6.0 in the fourth quarter of 2004, CRG said. Hewlett-Packard Co. scored the highest, followed in order by Xerox Corp., Microsoft Corp., Dell Inc. and Gateway Inc.

At the bottom were Siebel Systems Inc. and Toshiba America Inc., which scored 3.9 and 4.0, respectively. A score of 4.0 and below is considered "poor and badly lacking of in customer respect," the CRG said. HP and Xerox, on the other hand, scored 8.7 and 8.1 respectively. Scores of 8.0 and above are considered "excellent."

In the privacy category, the industry improved to 6.8 from its previous score of 6.4, primarily due to a large increase in privacy protections by the top performing companies. Some 10 firms scored "excellent" for privacy, compared with six in the last report.

Leading the pack on privacy were IBM, HP and Veritas Software Corp. At the bottom of the list was Siebel.

In term of sharing customers' personal data with third parties, however, the industry was average to all other industries surveyed by the CRG. Nearly a third of the companies are unclear on their policies or share data with other organizations.

"We were pleased to see an overall increase in the industry's (Customer Respect Index) scores since the last report," Terry Golesworthy, president of the CRG, said in a statement. "But we continue to be concerned that the high-tech industry, which we believe has the know-how to do even better, hasn't yet found the will."

The CRG's Customer Respect Index is based on interviews with a representative sample of the online adult population and an analysis of corporate websites.

By Antone Gonsalves.

More in Tux Machines

Best Android Phones For People Who Hate Android

‘How is that even possible’ – you’ll say. Well, Android phones can now be a great choice – even for people who hate Android. The Apple vs. Android battle will never stop. However, we don’t have to pick sides anymore, simply because there are many Android phones that are not categorized and known by the ‘unwritten rules’ of Android. Read more

today's leftovers

  • What is Linux?
  • The Rumors Aren’t True
    I was listening to my usual round of amazing Linux Podcasts this week (you know who you are) and one of the discussions that made the rounds was about hardware compatibility issues with Linux. One of the hosts was bemoaning the issues with running linux on a repurposed MacBook and trying to get the wireless drivers to work. That led to a discussion about proprietary vs. non-proprietary drivers and you can pretty much guess how the conversation went from there.
  • Download Linux Voice issue 19
    Issue 19 of Linux Voice is nine months old, so we’re releasing it under the Creative Commons BY-SA license. You can share and modify all content from the magazine (apart from adverts), providing you credit Linux Voice as the original source and retain the same license.
  • LabXNow – Code, Develop, and Test Software From Anywhere on the Cloud
    LabXNow is a cloud service provider that offers a free and personal online environment to different users with direct access from a web browser. You can think of it as your personal remote lab, where you can play around, code, develop or whatever you want. You can access it from anywhere with an Internet connection.
  • BoilingSteam has a nice podcast episode with the creator of SteamOS tools
  • Please, Don’t Touch Anything now supports Linux, don't you dare touch that button
    You all just want to buy it so you can press the button don't you? I know I do. Please, Don’t Touch Anything is now officially available on Linux with a nice discount.
  • Meet KDE Neon, A New Linux Distro Based on Ubuntu Linux
    KDE Neon is the latest and probably the best technology the KDE Community has developed, and I stand to be corrected if it is not so. You can call it a new Linux distro but KDE Neon is basically built comprehensively on Ubuntu Linux as the core, to bring the latest and hottest software developed by the KDE Community in a rolling release format to KDE desktop environment users. The KDE Neon project is intended to provide users cutting-edge features on a highly configurable and yet stable desktop in a single package. The packages made in KDE Neon are based on Ubuntu and are not compatible with other Linux distros such as Arch Linux and OpenSUSE as stated by Jonathan Riddell, one of the project heads and who was previously in charge of the Kubuntu Linux project.
  • Do you like Windows 10 Look but Love LINUX? Here are Windows 10 GTK Themes for you!
    Many people liked the Interface of Windows 10 because now it carries all those features which Linux already have from years. Do you like the look of Windows 10 but don't want to use it? Here we brought Windows 10 GTK themes for you, this theme offers two versions Light and Dark, you can use whatever you like. But hold on, now many people will say like 'why you are so obsessed by other operating systems and so, Linux is great OS', yeah I do agree that many geeks consider Linux above all operating systems. The superiority of the Linux shows that you can do whatever you like to do with your OS, change look/design and so, that's called freedom. We should appreciate new comers to Linux instead of letting them down, and people leave Linux because they think it is quite difficult to survive with this OS.
  • Manjaro Update 2016-05-22 (stable)
    We are happy to announce our first update for Manjaro 16.06-rc1 (Daniella)!
  • Hackfest 1.2 (Day 2)
    Welcome to Day 2 of the Solus Hackfest 1.2!
  • This Week in Solus – Install #29
  • Unixstickers Gives Back to FOSS Projects
  • Chalet OS 16.04LTS
  • ChaletOS 16.04 - See What's New
  • New Gentoo LiveDVD "Choice Edition"
  • Chromium 51 packages available
  • Debian: Outreachy, Debian Reproducible builds Week 1 Progress Report
  • Puppet 4 uploaded to Debian unstable
    Puppet 4 has been uploaded to Debian unstable. This is a major upgrade from Puppet 3. If you are using Puppet, chances are that it is handling important bits of your infrastructure, and you should upgrade with care. Here are some points to consider.
  • Pocket CHIP $49 Indie Game Console
    Last year, we were impressed by Next Thing Co's $9 CHIP computer. At Maker Faire 2016, we were able to check out their PocketCHIP housing, which puts CHIP into a portable console package that runs Linux and indie game console Pico-8. Here's what you can do with the $49 system!
  • Finnish Govt Disappointed with Microsoft’s Job Cuts, Says They Impact Economy
    Microsoft has recently announced a new round of job layoffs at its Mobile unit in Finland, as it moves forward with its restructuring and reorganization plan following the acquisition of Nokia’s Devices and Services unit.
  • The Nokia Saga Predictions on This Blog: Full Listing with Links[Ed: Microsoft killed Nokia]
    So lets understand the context of when Elop came in. Nokia in 2009 sold 67.8 million smartphones globally (with 39% market share). This was a world record obivously and Nokia set record profits in its smartphone unit. In 2010 Nokia then grew 35.8 million new smartphone sales (growth rate of 53% !!!!). Nokia from 2009 to 2010 grew MORE than Apple even thought Apple released its most popular new iPhone model ever, the iPhone 4. Apple grew 22.4 million units but Nokia grew more, Nokia grew 35.8 million new smartphones. Very literally mathematically irrevocably true - Nokia was WINNING against Apple iPhone in 2010. Nokia GREW MORE than Apple with its MOST iconic new smartphone. The GAP between Nokia and Apple was NOT CLOSING, it was GROWING. Nokia was PULLING AWAY from Apple in 2010. Look at the numbers side-by-side...

Leftovers: Ubuntu and Derivatives

Android Leftovers