Hewlett-Packard Co. has topped a list of 100 U.S. companies based on the quality of their online customer service, but the survey says most other companies fall far behind at keeping Web users happy.
HP was one of only six companies that received an "excellent" rating from the Customer Respect Group, a Massachusetts research and consulting firm.
Berkshire Hathaway Inc. ranked at the bottom of the list, but it wasn't alone in offering bad service. Of the 100 companies surveyed, 65 did not meet basic standards expected for online customer service, according to the research group.
A big problem for the companies surveyed was keeping customer info to themselves. The group said that 30 percent of the firms share user information with business partners or are unclear about what they do with the data, compared with 39 percent that do not share data or do so with the express permission of customers. — David Ehrlich
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