Press Release:
Topics: Ranks Among Top 10 Sites in Customer Service

Online Customer Service Study by the e-tailing group Finds a Leader in Its Category
PALO ALTO, Calif., Feb. 14, 2003

HP's (NYSE:HPQ) online consumer store,, was named one of the top business-to-consumer e-commerce sites for online customer service in the 5th Annual e-tailing group Mystery Shopping Study. The study, conducted in the fourth quarter of 2002 during the holiday selling period, identified the top 10 e-commerce sites based upon anonymous shopping trips at 100 sites in 15 categories, from computers to apparel to toys.

Each year, the e-tailing group, a Chicago-based e-commerce consultancy providing strategic and merchandising solutions to online merchants, replicates a typical online shopping experience in an effort to inform consumers and the industry about the best shopping sites. The Mystery Shopping Study evaluates 100 sites for excellence in customer service, ease of navigation, site download speeds, post-order correspondence and order fulfillment.

"We are pleased to be recognized by the e-tailing group for providing an excellent customer experience," said Pete Appl, general manager, "A customer's shopping experience has always been the top priority at and we will continue to provide our customers with the best possible online retail environment." was selected as one of the top 10 sites and a leader in its category by exceeding the study's requirements and excelling in two additional areas. demonstrated excellence in building relationships with customers through follow-up shipping confirmation e-mails and also strategically increasing average order size with personalized recommendations of products based upon orders placed. Also named among the top 10 sites were, CDNOW, CDW,, HSN, Lands' End, Musicians Friend, Office Depot and

"B2C e-commerce sites and their offerings are continuously improving, which works to the consumers' benefit. For the sites, it means stronger and more fierce competition," said Lauren Freedman, president, the e-tailing group. "Selecting this year's top 10 customer service sites meant meeting strict standards that we consider essential to any online shopping experience. We are diligent in our decision-making and rigorous in establishing the relevant criteria. We particularly compliment as they have truly delivered with their overall pre- and post-shopping experience." (, headquartered in Sunnyvale, Calif., was incorporated in May 1999 as a wholly owned subsidiary of HP.

About HP

HP is a leading global provider of products, technologies, solutions and services to consumers and businesses. The company's offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing. HP completed its acquisition of Compaq Computer Corporation on May 3, 2002. More information about HP is available at

About HP

HP Inc. creates technology that makes life better for everyone, everywhere. Through our portfolio of printers, PCs, mobile devices, solutions, and services, we engineer experiences that amaze. More information about HP Inc. is available at