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CustomerSat Benchmark Program Launched
Contact Center and Website Performance Indices Created
Mountain View, CA - October 25, 2000 -
CustomerSat, Inc., the leader in measuring and managing customer
experiences online, today announced the launch of a customer
satisfaction benchmark program built on industry-wide satisfaction
and loyalty indices. These indices, available to all participating
companies and embodying the voice of the customer, are designed
to help firms improve operations, recognize and leverage strategic
advantages, anticipate customer requirements and identify
potential vulnerabilities.
The CustomerSat Benchmark Program will encompass data from
more than a dozen leading companies in a variety of industries
and will include customer feedback from more than 10,000 customers
with the dataset growing daily. All companies participating
in the program will have access to aggregate indices, allowing
them to continuously compare their own results to those of
the aggregates, which are comprised of scores from multiple
companies measuring similar performance attributes.
"Today, industry leaders continuously gather customer feedback
online and act on it in real-time," said John Chisholm, CEO
of CustomerSat. "Through the CustomerSat Benchmark Program,
these companies can now compare their performance with that
of others, helping to prioritize areas of improvement and
providing both internal and external standards of excellence."
The CustomerSat Benchmark Program initially includes two
types of satisfaction performance indices: 1) Contact center
indices for call centers, contact centers, and service/support
centers, and 2) Website indices for eCommerce businesses,
Web service and support, and Website effectiveness. Performance
measures for the contact center include technical competency,
promptness, courtesy, and case escalation to evaluate the
overall satisfaction of the service provided. Performance
measures for Websites include functionality, navigability,
and ease of use.
CustomerSat will use its exclusive CRM Connect™ and WEB Connect™
services that integrate with customers' CRM systems and Websites,
respectively, to implement the core measurement program. These
systems seamlessly link with participants' existing IT systems
to automate the customer feedback process. All participants'
results - rating scores, cross-tabs, top/bottom box percentages,
verbatim comments, and more - are generated and displayed
online in real-time. Each participating organization's performance
scores will remain confidential to that participant; only
the aggregate scores (indices) will be shared with all participants.
About CustomerSat
CustomerSat is the leading provider of online solutions for
measuring, building, and real-time reporting for customer
experience management. With leading-edge technologies and
proven market research techniques, users can measure and manage
customer experiences at every interaction point - using Web
solutions to capture site interactions, and internet solutions
that integrate with user's CRM systems to capture support
service interactions. CustomerSat principals have achieved
numerous "firsts" in Internet survey research, including the
first automated collection, reading, and tabulation of survey
responses by e-mail, the first real-time calculation and display
of cross-tabs on the Web, and the first positive identification
of respondents to Web surveys. The company is headquartered
in Mountain View, California. For more information, visit
www.CustomerSat.com
or call 650.234.8000
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