|NWA.com could be one of the best websites in the online travel and casino space, says a new survey. The airlines today announced that its nwa.com Web site outperformed all other U.S. airline sites in the Summer 2003 Online Customer Respect Study which tracks and monitors travel and casino websites and firms online from the 1000 largest U.S companies.|
Northwest's nwa.com site received an overall Customer Respect Index (CRI) of 9.1 on a ten-point scale with ten being the best.
Al Lenza, vice president of distribution and e-commerce at Northwest Airlines says, 'We are honored that nwa.com's customer service, convenient functionality and overall ease of use have earned the recognition of the Customer Respect Group,'
The Customer Respect Group is an international research and consulting firm, which studies online customers on corporate websites. It evaluates and monitors corporate performance from an online customer's point of view from a database of more than 1,000 websites. It assigns a Customer Respect Index (CRI) to each company based on 25 different attributes that combine to create the entire online customer experience. Areas include customer privacy, handling customer data, and customer focus of site, online transparency in terms of policies, navigation, and customer service.
‘Northwest received high scores for the speed and quality of its responses to inquiries submitted online, in addition to providing a well organized and easy to navigate site. The company clearly understands the importance of its online channel as it relates to the overall customer experience,’ said Thorsten Ganz, VP research, The Customer Respect Group.
Northwest's nwa.com Web site is backed up with customer support staff available 24 hours per day, seven days per week, able to respond through e- mail, I-mail and by telephone to questions and help customers through transactions.