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

today's howtos

Raspberry Pi: A closer look at Raspbian PIXEL

Over the past three posts, I have looked at a number of different Linux distributions for various models of the Raspberry Pi - including SUSE/openSUSE, Fedora, Manjaro and Ubuntu MATE, and PiCore Linux. What I haven't done yet is look at the latest version of the Raspberry Pi Foundation's own Linux distribution, Raspbian with their PIXEL desktop. So I will look at that first, and then I will wrap this series up. I know that I just recently wrote about Raspbian PIXEL, but that was a sort of "what's new" overview, and in this post I want to go much deeper, and in a lot more detail, to provide some comparison to the other Linux distributions that I have been testing. So please bear with me... Read more

Linux Kernel News

  • Linux: Why do people hate systemd?
    systemd has caused an almost unending amount of controversy in the Linux community. Some Linux users have been unyielding in their opposition to systemd, while others have been much more accepting. The topic of systemd came up in a recent thread in the Linux subreddit and the folks there did not pull any punches when sharing their thoughts about it.
  • PulseAudio 10.0 Linux Sound System Released, Offers OpenSSL 1.1.0 Compatibility
    Today, January 19, 2017, sees the official release of the PulseAudio 10.0 open-source sound server for Linux-based operating systems, a major version that introduces many exciting new features. PulseAudio 10.0 has been in development for the past seven months, since the June 22, 2016, release of PulseAudio 9.0, which is currently used by default in numerous GNU/Linux distributions.
  • Linux is part of the IoT security problem, dev tells Linux conference
    The Mirai botnet? Just the “tip of the iceberg” is how security bods at this week's linux.conf.au see the Internet of Things. Presenting to the Security and Privacy miniconf at linux.conf.au, embedded systems developer and consultant Christopher Biggs pointed out that Mirai's focus on building a big DDoS cannon drew attention away from the other risks posed by insecure cameras and digital video recorders.
  • The Linux Foundation Brings 3 New Open Source Events to China
    LinuxCon, ContainerCon, and CloudOpen will be held in China this year for the first time, The Linux Foundation announced this week. After the success of other Linux Foundation events in the country, including MesosCon Asia and Cloud Foundry Summit Asia, The Linux Foundation decided to offer its flagship LinuxCon, ContainerCon and CloudOpen events in China as well, said Linux Foundation Executive Director Jim Zemlin. “Chinese developers and businesses have strongly embraced open source and are contributing significant amounts of code to a wide variety of projects,” Zemlin said. “We have heard the call to bring more open source events to China.”

Dell Has Sold ‘Tens of Millions’ Dollars’ Worth of Linux Laptops

So popular Linux personality Bryan Lunduke, who recently took an hour out to talk to Dell’s Senior Architect in the office of CTO — try saying that with a mouthful of doughnut — Barton George. What did he learn? Well, for one, Dell says it has ‘no plans’ to start shipping its Linux-powered developer laptops with anything other than Ubuntu. Read more