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Founded in 1997, CustomerSat, Inc. is the leader in real-time,
multi-channel feedback solutions for building customer satisfaction
and
loyalty. CustomerSat solutions enable companies to improve
satisfaction, loyalty and profitability by turning key customer,
partner, employee and supplier insights into targeted actions.
CustomerSat has offices in Mountain View, California and
in
the UK, and has a long history of sustained growth and profitability.
Investors include J.D. Power and Associates, a world leader
in customer satisfaction, and NICE Systems, a global provider
of contact center recording and quality management systems.
CustomerSat’s enterprise feedback solutions have helped companies
such as AMD, Ariba, BellSouth, Canon, Digital Insight, Honeywell,
Salesforce.com, VeriSign and WebEx take timely action to address
customer opportunities and concerns and build high satisfaction,
loyalty and profitability. With advanced survey and analysis
capabilities, and comprehensive professional and knowledge
services, CustomerSat has helped companies take timely action
to reduce attrition, increase loyalty, increase competitive
advantage, and increase business profitability.
Powerful Solutions
CustomerSat offers Managed Service, Self-Service and Managed
Service Plus solutions that enable you to develop,
manage and support feedback programs, and that include real-time
survey analytics, Action Management (automated alerts and
case management). CustomerSat Managed Service provides a dedicated
project team to design and manage feedback programs; Self-Service
allows you to design and run your own programs; and Managed
Service Plus combines the two, providing a project
team for key feedback programs and allowing self-service design
and management of others. All three solutions leverage CustomerSat
Enterprise, a hosted, web-based application that supports
all facets of your satisfaction and loyalty processes, from
inviting responses to driving actions. CustomerSat integrates
with any backend system, provides 24/7 system access, and
delivers data security.
Our advanced feedback solutions help companies:
- Prioritize action through real-time analytics
- Increase enterprise knowledge and focus through
push reports
- Increase response rates through multi-channel delivery
(web, phone, paper)
- Optimize channel selection to minimize feedback process
expense
- Optimize the number of survey responses through touch
rules
- Save at-risk customers before they are lost
- Save time through easy-to-use survey creation, deployment
and management features
- Reduce survey deployment time through easy-to-use hosted
solutions
Expert Services
With over a century of experience across our Services teams,
our Professional Services and Knowledge Services teams get
you up to speed with your CustomerSat Enterprise system, optimize
your feedback programs for your business goals, organize and
analyze your results, and support your enterprise action plans.
Since 1997, we have automated thousands of feedback programs.
We are experts in developing feedback programs that maximize
response rates; strengthen customer, employee, supplier and
partner relationships; and provide comprehensive analyses
focusing on driving actions.
Our Professional Services help you design, test and
deploy your feedback programs. Our experts identify
key stakeholders,
key touchpoints and channels, required sample sizes and feedback
workflow. We help you set up Action Management, push reports
and the
alerts that help
your business manage cases and act on customer issues. We
set up the powerful analytics and push reports that help
ensure
that your team is always informed of stakeholder issues and
that help reduce the distance between information and action.
Our Knowledge Services include modeling services that help
you project the business impact of changes in satisfaction
and loyalty on revenue and profits; measure the ROI of customer
feedback programs; and help prioritize and set your strategic
direction. Modeling services include Customer Value Analysis
and Management, Balanced Scorecard, Segmentation Modeling,
“Apostle” Modeling, Enterprise Revenue Modeling and ROI Modeling.
Our benchmarking program compares your performance against
that of similar companies, helping you better prioritize areas
for improvement, set both internal and external standards
of excellence, recognize and leverage strategic advantages,
anticipate customer requirements and identify potential vulnerabilities.
Our WebFocus™ Groups deliver the insights of multiple focus
groups, with higher quality data and at a fraction of the
cost. WebFocus Groups are typically used either on the front-end
or back-end of a survey process to determine key performance
metrics to include in questionnaire; probe respondents by
segment to develop; or to refine action response strategies.
Comprehensive Offerings
CustomerSat rounds out its offerings with the leadership
and management skills required for enterprise-wide customer
and workforce feedback programs, and with training that provide
you with the knowledge and skills you need to effectively
leverage CustomerSat Enterprise. Phone, e-mail and web-based
technical support are available to rapidly resolve technical
issues, how-to questions and service requests. Combined with
our technology and services, CustomerSat offers the most comprehensive
loyalty and feedback solutions on the market today. Contact
us to see how we can put them to work for you.
International Presence
CustomerSat delivers results-oriented customer feedback to
clients around the world. With multi-language capability and
many years of experience understanding the cultural nuances
of different regions around the world, we deliver global solutions,
services, support, and training to our international clients.
Privacy
CustomerSat is committed to protecting the privacy of all
data collected from our clients, and their customers.
Read our privacy
policy.
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