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CustomerSat Launches ACE™ Audit and Certification for Customer Feedback Programs
Certifies that Feedback is Valid, Actionable, and Having the Desired Impact
Mountain View, CA –June 27, 2006– CustomerSat, Inc., the leader in real-time, multi-channel feedback solutions that build customer satisfaction and loyalty, announced the immediate availability of the ACE™ (Achievement in Customer Excellence) Audit and Certification. The offering, already in use in leading customer-centric organizations, ensures that customer feedback is valid, actionable, and having the desired impact on an enterprise’s bottom line.
“Ariba wanted to improve its customer service through best practices,” said Roger Blumberg, Senior Director of Customer Advocacy at Ariba, Inc. “CustomerSat ACE Audit and Certification helped us understand what works, what doesn’t, where and how we can improve, and how customer feedback can best drive continuous improvement at Ariba.”
CustomerSat ACE Audit and Certification
CustomerSat ACE Audit and Certification systematically assesses all aspects of an enterprise’s 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 examines the quality of management support, customer communications, and employee engagement. Additionally, it evaluates how the various feedback programs in the enterprise, such as call center, web site, win/loss, and overall relationship survey, work together.
CustomerSat ACE Audit and Certification lets enterprises demonstrate that they are using sound practices for measuring customer feedback across business units. It identifies the gaps between customer feedback program and industry best practices. ACE Audit and Certification helps the organization create an environment of continuous improvement, which translates to higher customer retention and increased profitability. Receiving ACE Certification provides the company with an industry-recognized benchmark that demonstrates the organization’s commitment to customer excellence. “ACE Certification was priceless,” concluded Ariba’s Blumberg.
“CustomerSat professionals are uniquely trained and qualified to audit and certify customer feedback processes,” said John Chisholm, CEO of CustomerSat. “Our professional service team brings decades of experience designing and managing loyalty programs for Global 2000 companies, and has pioneered many of the practices now considered standard in customer feedback programs. This depth and breadth underscores the meaning of ACE Certification – achievement of customer excellence.”
CustomerSat ACE Audit and Certification assesses customer feedback programs in seven areas:
- 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.
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