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Research firm ranks retailers’ online performance

BELLEVUE, Wash. — The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their customers online, released the results of its Spring 2004 Online Customer Respect Study of 52 retailers that rank among the countries largest 1,000 companies.

The study attempts to bring objective measure to the analysis of corporate performance from an online customer's perspective. It assigns a Customer Respect Index (CRI) rating to each company on a scale of zero to 10, with 10 being the highest achievable score. The Customer Respect Index is a qualitative and quantitative analysis of a customer's online experience when interacting with companies via the Internet, according to the Customer Respect Group.

Retailer CRI

Foot Locker, Inc. 7.9
Amazon.Com Inc. 7.9
Albertson's, Inc. 7.8
Kmart Corporation 7.8
Walgreen Co. 7.8
Barnes & Noble Inc. 7.7
Nordstrom, Inc. 7.5
The Home Depot, Inc. 7.5
Victoria's Secret 7.5
NAPA 7.4
J.C. Penney Company, Inc. 7.4
Staples, Inc. 7.4
Toys R Us, Inc. 7.4
Best Buy Co. Inc. 7.3
The Gap, Inc. 7.3
Wal-Mart Stores, Inc. 7.2
Sears Roebuck and Company 7.1
Ace Hardware 7.1
CVS Corporation 7.1
Costco Wholesale Corporation 7.0
Saks, Incorporated 7.0
Longs Drug Stores Corporation 6.9
Lowe's Companies, Inc. 6.9
Rite Aid Corporation 6.9
The TJX Companies, Inc. 6.8
The Neiman Marcus Group, Inc. 6.8
BJ's Wholesale Club, Inc. 6.8
RadioShack Corporation 6.8
Kohl's Corporation 6.7
The Kroger Company 6.7
Dillard's Inc. 6.7
Target Corporation 6.6
Big Lots, Inc. 6.5
Circuit City Stores, Inc. 6.5
Publix Super Markets, Inc. 6.4
W.W. Grainger, Inc. 6.3
Dollar General Corporation 6.3
The May Department Stores Company 6.2
Borders Group, Inc. 6.1
Advance Auto Parts, Inc. 5.9
Pathmark Stores, Inc. 5.8
Winn-Dixie Stores, Inc. 5.8
Federated Department Stores, Inc. 5.7
Wesco International, Inc. 5.7
OfficeMax, Inc. 5.7
Ross Stores, Inc. 5.4
Safeway Inc. 5.3
Office Depot, Inc. 5.1
Family Dollar Stores, Inc. 4.5
AutoZone, Inc. 4.4
Hughes Supply, Inc. 4.1
ShopKo Stores, Inc. 3.9

Industry Average 6.6

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