Ipswich, Mass. — Life insurers have a way to go when it comes to pleasing their online customers. So says the Customer Respect Group, an Ipswich, Mass., international research and consulting firm that, for the past five years, has reviewed and measured corporate Web sites using common sets of criteria that reveal how corporations treat and respect their online customers, in findings from its third quarter 2008 Online Customer Respect Study of life insurance industry Web sites.
The criteria used to measure Web sites construct the Customer Respect Index (CRI), and are structured into five sub-indexes; namely, content, navigation, search, trust and dialog. These sub-indexes differ slightly from the firm’s 2007 report, which measured site usability, communication and trust.
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