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COMPETITION WATCH: Transportation, distribution and logistics firms ranked on treatment of online customers

IPSWICH, Mass.--The Customer Respect Group, an international research and consulting firm that focuses on how corpo...


IPSWICH, Mass.–The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their online customers, has released findings from its Fourth Quarter 2005 Online Customer Respect Study of Transportation, Distribution and Logistics Industry. This is the fifth study conducted on the industry.

This report analyzed mail; package and freight delivery; trucking and truck leasing; and mail facilitation websites to obtain a good sample of the sector.

Overall, the transportation, distribution and logistics industry scored a CRI rating of 7.0, versus 6.6 for its last report in the second quarter of 2005.

This continues a slow yet consistent trend of steady improvement for the industry, says Customer Respect Group. The score moves the industry from fifth position to a joint second with the retail industry, just behind the airline and travel industry. The improvements, however, are largely concentrated in the mail, package and freight delivery sector.

The websites from five sector firms ranked excellent, including Overnite Transportation Company, Canada Post, Purolator, United Parcel Service (UPS) and the United States Postal Service. These companies have consistently performed well in recent studies and in many ways went against some of the key trends seen across the industry, says the report.

The top-scoring sector firms and their CRI ratings were: Overnite Transportation Company www.overnite.com 8.7 Canada Post www.canadapost.com 8.0 Purolator www.purolator.com 8.0 United Parcel Service www.ups.com 8.0 United States Postal Service www.usps.com 8.0 For the complete table, please go to www.customerrespect.com.


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