Shipping's Future Is Online, Indicates Harris Interactive Study -- CSX Lines' NetCaptain is on right track, according to research results --.
ROCHESTER, N.Y./CHARLOTTE, N.C.--(BUSINESS WIRE)--March 12, 2001
With the growing use of the Internet among Jones Act shippers, companies will benefit from expanding online services, suggests a Harris Interactive (Nasdaq: HPOL) study commissioned by CSX Lines. The study, one of a series planned by CSX Lines to ensure that the company stays on the industry's high-tech forefront, shows that NetCaptain, CSX Lines' online suite of products, is gaining popularity among customers because of its speed and simplicity.
Introduced to customers last year, NetCaptain, which currently contains 14 applications and reports, provides CSX Lines customers with simple tools to do their jobs. According to Sean Clancy, General Manager, Customer Relations, CSX Lines, NetCaptain is designed to lead the industry in customers' traffic management efficiencies. Since its introduction, 60% of customers have registered to use NetCaptain products. "Anecdotally, we've received positive feedback that our Internet services surpass the industry's," says Clancy, "which is due to our strategy of partnering with customers to develop products they can use. We use research to ensure that, as we make system enhancements, we continue to meet customers' growing technology needs."
To that end, CSX Lines retained Harris Interactive, the global leader in Internet-based market research, to conduct an in-depth study of customer use. The Harris Interactive research was conducted online among nearly 200 CSX Lines customers in December 2000. "The customers' response rate suggests a strong partnership between CSX Lines and its customers," says Michelle Slate, Project Manager, Harris Interactive. "These are customers who are responsive and active in creating a mutually beneficial relationship."
Harris Interactive Customer Study: Solid satisfaction, willingness to recommend
The research focused on eight applications in the NetCaptain suite, evaluating 14 aspects of the CSX Lines site, including ease of use, information available, booking process, traffic management functions, and an on-line tutorial.
-- One key finding is high overall satisfaction ratings for the original NetCaptain suite of products: 85% of CSX Lines customers are `satisfied/very satisfied,' and believe the site is easy to use. "This finding puts the company on solid footing to build customer use as NetCaptain evolves," said Slate. -- "The research also shows a slightly higher percentage of respondents would recommend NetCaptain, and this is significant," continues Slate, "because it suggests the product has a competitive advantage in the marketplace." -- As a booking tool, a full 90% of respondents expressed confidence in CSX Lines' sharing of information with proper operational groups and believed that CSX Lines' online template process was a great timesaver in the booking process. A slightly higher percentage reported ease of searching for shipment and vessel information through NetCaptain's ShipStat application. -- Finally, all respondents said the NetCaptain online tutorial helped them maximize product use. "This is great news for CSX Lines - as NetCaptain evolves, there is an application in place that customers trust to guide them through the process," says Slate.
CSX Lines: Goal is Customer Use of Products
"We are pleased at the extent to which our customers are taking advantage of NetCaptain to save time and money in shipping operations," says Clancy of CSX Lines. "The Harris Interactive study was designed around a strategy - good or bad, we want our customers' feedback to keep us on track." He stresses that product use is CSX Lines' key goal: "Dot.com sites are developing and implementing great ideas, but shipping customers aren't using the technology. If there's no use among customers, there is no value provided." On the other hand, he says, "CSX Lines' close partnership with customers allows us to develop products they have essentially helped design through their feedback. The key difference is: Our on-line products get used, because we focus on perfecting the basics - and the Harris Interactive study gave us the needed blueprint for successful product development."
About CSX Lines
CSX Lines, LLC, is a wholly owned subsidiary of CXS Corporation, providing domestic container service from the 48 contiguous states to/from Alaska, Hawaii, Guam and Puerto Rico. CSX Lines, based in Charlotte, N.C., has offices throughout the United States, and has 16 ships and 27,000 pieces of state-of-the-art equipment. Visit CSX Lines at www.csxlines.com.
About Harris Interactive
Harris Interactive (Nasdaq: HPOL), the global leader in online market research, uses Internet-based and traditional methodologies to provide its clients with information about the views, experiences, behaviors and attitudes of people worldwide. Known for its Harris Poll, Harris Interactive has 45 years of experience in providing its clients with market research and polling services including custom, multi-client and service bureau research, as well as customer relationship management services. Through its U.S. and Global Network offices, Harris Interactive conducts research around the world, in multiple, localized languages. Harris Interactive uses its proprietary technology to survey its database of more than 7 million online panelists. For more information about Harris Interactive, please visit our website at www.harrisinteractive.com. EOE M/F/D/V
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