J.D. Power and Associates takes equity stake in CustomerSat.com
Standardize on CustomerSat Services, Technology
Agoura Hills, CA – May 31, 2000 – In a move that reflects
J.D. Power and Associates' commitment to online research,
the firm has taken a minority equity stake in CustomerSat.com,
Inc., a leading provider of online services for customer satisfaction
measurement and reporting.
The two firms have teamed to combine a model for accurate
and actionable customer satisfaction research with innovative
Internet technology to conduct online surveys with speed and
relevance. To enhance its online capabilities for customer
satisfaction research, J.D. Power and Associates has licensed
CustomerSat.com's Web Survey System, which includes Positive
Respondent Identification TM technologies; unique PopUp-on-Exit
TM capabilities for intercepting Web site visitors as they
exit a site or complete an online purchase; and the Customer
Relationship Management (CRM) Integration Module, which integrates
call centers and other customer support centers with online
customer satisfaction measurement and reporting.
"We conducted an extensive search among providers of Web-based
research services and singled out CustomerSat.com as a leading
firm in this area," said Steve Goodall, president and chief
operating officer at J.D. Power and Associates. "CustomerSat.com
technology will reduce our surveying cycle time and allow
us to connect with online consumers like never before. We
will be able to survey consumers and measure customer satisfaction
in real time."
J.D. Power and Associates will use CustomerSat.com technology
for Web-based surveys and Web-based focus groups. Through
this technology, clients of both firms will use custom surveys
containing standard performance metrics for call centers,
support centers and Web sites, allowing online performance
comparisons to other centers and sites.
"J.D. Power and Associates is the indisputable world leader
in customer satisfaction and benchmarking, uniquely able to
apply CustomerSat.com technology on the largest scale," said
John Chisholm, president and CEO of CustomerSat.com. "We are
excited about leveraging, at a global level, their validated
model of insightful and actionable customer satisfaction research."
About J.D. Power and Associates:
Headquartered in Agoura Hills, Calif., J.D. Power and Associates
is a global marketing information services firm operating
in key business sectors including market research, forecasting,
consulting, training and customer satisfaction. The firm's
quality and satisfaction measurements are based on actual
customer responses from millions of consumers annually. J.D.
Power and Associates can be accessed through the Internet
at www.jdpower.com .
Media e-mail contact: michael.greywitt@jdpa.com
.
About CustomerSat.com: The Internet Survey Experts
CustomerSat.com is a leading provider of Internet-enabled
market research and customer satisfaction measurement services.
Combining decades of experience in market research with expertise
in leading-edge Internet technology to deliver innovative
customer and market intelligence solutions to clients, it
has developed proprietary methods to enhance the effectiveness
of Web and e-mail surveys, WebFocus groups and real-time Web-based
graphical reporting. CustomerSat.com can be accessed through
the Internet at www.CustomerSat.com
. Media e-mail contact: russh@customersat.com
. Phone: 650.234.8000.; and fax: 650.854.2135.
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