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CustomerSat and Service Strategies Collaborate on Certification of Customer Feedback Programs
Multi-year partnership developed to certify enterprise-wide customer feedback programs according to best practices
Mountain View, CA and San Diego, CA – June 27, 2006 – CustomerSat, Inc., the leader in real-time feedback solutions that build customer satisfaction and loyalty; and Service Strategies Corporation, the leading provider of industry-standard certification and training programs that ensure the delivery of consistent, high-quality service and support, have entered into a multi-year partnership. Under the agreement, the two companies have collaborated to tailor and expand components of Service Strategies’ Support Center Practices (SCP) Certification standard to certify that enterprise-wide customer feedback processes are designed and managed according to best practices. The resulting certification is offered by CustomerSat as the Achievement in Customer Excellence (ACE)™ Audit and Certification.
"Service Strategies’ extensive experience and track record of success make them the industry standard in service and support certification,” said John Chisholm, CEO, CustomerSat, Inc. “Their SCP Certification program provides a proven, globally-deployed foundation for the CustomerSat ACE Audit and Certification.”
“CustomerSat’s leadership in real-time customer feedback systems uniquely qualifies them to help extend our customer feedback criteria into the areas that leading-edge support organizations will need to address over the next decade,” said John Hamilton, President, Service Strategies, Inc.
Support Center Practices (SCP) Certification
The Support Center Practices (SCP) Certification program is part of a suite of service capability and performance standards designed to improve the quality and effectiveness of technology service and support operations. A consortium of leading technology companies, along with the Association for Services Management International (AFSMI) and Service Strategies, created the internationally-recognized standards, which define best practices for delivering world-class services, quantify performance levels and establish a foundation to build on existing quality processes. Certification requires comprehensive audits and annual re-certification to confirm that companies continue to meet program requirements. The program includes more than 100 business elements that define world-class performance across areas such as customer feedback, service delivery processes, financial management and others.
SCP Certification enables service and support organizations to:
- Increase customer satisfaction and loyalty through improvements in operational effectiveness and staff productivity.
- Implement continuous improvements that enable them to provide world-class customer service on a consistent basis.
- Benchmark their operations against best-in-class organizations and best practices to further enhance performance.
CustomerSat ACE Audit and Certification
CustomerSat ACE Audit and Certification systematically assesses all aspects of customer feedback programs, from data collection, to enterprise-wide action, to bottom-line results. It reviews questionnaire design, sampling, reporting, alerts, actions, and linkages. It evaluates the quality of management support, customer communications, and employee engagement. Additionally, it examines how the various feedback programs in the enterprise, such as call center, web site, win/loss, and overall relationship survey, work together. Overall, the CustomerSat ACE Audit assesses customer feedback programs in seven areas:
- Key customer segments and touchpoints.
- Feedback process design.
- Survey management and deployment.
- Analysis and reporting.
- Communication and action.
- Management support and employee involvement.
- Actual customer satisfaction performance.
CustomerSat ACE Audit and Certification helps ensure that organizations:
- Gather the right feedback from stakeholders.
- Can trust and rely on feedback gathered.
- Are meaningfully acting on that feedback.
- Are achieving desired bottom-line results.
CustomerSat ACE Audit and Certification is available immediately.
About CustomerSat, Inc.
CustomerSat is the leading provider of enterprise solutions for measuring, analyzing, and managing enterprise-wide action based on customer satisfaction and loyalty feedback. With advanced technologies and proven market research techniques, CustomerSat delivers feedback solutions for service and support, sales and marketing, HR, channel and partner management, IT, website operations and e-commerce, supply chain management and investor relations. CustomerSat is headquartered in Mountain View, California, with offices throughout the US and Europe. For news, product demonstrations, and other company information, visit www.CustomerSat.com or call 1.800.372.7772.
About Service Strategies
Service Strategies advances service excellence for quality-minded organizations by providing industry standard certification and training programs that ensure the delivery of consistent, high quality customer service and support.
Service Strategies applies a proven benchmark process to its certification programs for continuous service improvement. In addition, the company's tailored training programs advance the skills and competencies of service professionals, leading to increased organizational effectiveness.
Headquartered in San Diego, CA, the company serves leading service and support organizations in approximately twenty countries around the world. Its certification programs are recognized as industry standard throughout the global service and support community. For more information, visit www.servicestrategies.com, call toll free 800.552.3058, or email info@servicestrategies.com
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