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Archive industry reports
Our archive of Industry Reports can be read or downloaded from this page. If you would like to sign up to get future reports, signup for ongoing news.
Website to Agent Transition in the Insurance Industry Q2 2009
Researching Life Insurance Online and Want to Speak to an Agent? – Good Luck
June 2009
The consumer experience when moving from the website to the field agent can be viewed as disjointed across the industry and more likely to be shaped by the company business model and structure than customers’ needs.
This study looked at new individual prospects researching on the website who looked to engage with an agent to progress their interest. Further studies in the series will look at existing customers who want to engage with an agent that can advise or expand their coverage or add policies. Read more of the Website to Agent Transition in the Insurance Industry Q2 2009.
Telecommunications Q1 2009
Triple-play websites fail to deliver consistent customer service, but Verizon continues to excel
February 2009
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 2009 Customer Respect Study of Online Customer Service in the Industry.
The study evaluated the websites of ten US providers of a ‘triple-play’ products – Landline Telephone, High Speed Internet and Television. Using a common set of criteria, it brings an objective and consistent measure to the analysis of Online Customer Service in two key areas – Online Help and Account Management. Verizon was found to be offering the best overall customer service experience...read more of the Telecommunications Q1 2009 report.
Telecommunications Q4 2008
Telecommunications Firms in Customer Respect Group Study Ranked on How They Treat Online Customers
- Leading Websites Seen as an Integral Part of Overall Customer Experience
- Most Industry Sites in Transition as Products, Services, Business Models Evolve
- Verizon Wireless Gains “Excellent” Rating
Read more of the Telecommunications Q4 2008 report.
Life insurance Q3 2008
Life Insurance Firms Ranked on How They Treat Online Customers
- Leading Life Insurers Start to Join Online Revolution
- Gap between Top and Bottom Grows
- Western & Southern Gains ‘Excellent’ Rating
Read more of the Life Insurance Q3 2008 report.
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2008
Telecommunications Q4 2008
Telecommunications firms ranked on how they treat online customers
Leaders use Web as an integral part of overall customer exsperience.
Most industry sites in transition as products, services, business models evolve. Verizon Wireless gains “excellent” Rating
Download the Telecommunications Q4 2008 press release
Auto Insurance Q1 2008
Auto insurance firms ranked on how they treat online customers
Auto Insurers Provide More Integration between Web and Customer Service;
Progressive Drives Ahead with Excellent Rating
Download the Auto Insurance Q1 2008 press release
Accessibility Q1 2008
Study finds major companies derive business value by removing IT barriers for people with disabilities and boomers
Businesses weigh in on accessibility benefits
Download the Accessibility Q1 2008 press release
High Technology & Computing Q1 2008
High-Technology firms ranked on how they treat online customers looking for online support
High Technology industry creates more usable support websites with increased access to dialog
Download the High Technology & Computing Q1 2008 press release
2007
Retail Q4 2007
Retail Firms Ranked on How They Treat Online Customers
Customer service focus and strong communication shine through as retailers set all-industry standard for 2007
Download the Retail Q4 2007 press release
Financial Services Q3 2007
Financial services companies ranked on how they treat online csustomers
Financial Services companies still addicted to using customer data for marketing; much improved interaction with online users through email and chat
Download the Financial Services Q3 2007 press release