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CustomerSat Announces Next-Generation Feedback Analytics
Enterprise 9.0 Easily Turns Customer Feedback into Advanced Insights
Mountain View, CA – September 25, 2007 – CustomerSat, Inc., the leader in Enterprise Feedback Management (EFM) solutions that build customer satisfaction and loyalty, today announced the general availability of CustomerSat Enterprise™ 9.0. This latest version of Enterprise dramatically improves the ability of organizations to interpret and respond to customer feedback with the ease, speed and depth required in today’s competitive environment. Enterprise’s new user-designed analytics and reporting provide advanced insights in the way that each organization chooses to describe and characterize its performance. These insights help every function and role in an organization better understand and act on customer feedback.
"Analytic capabilities are a key requirement of any enterprise feedback management application," says Ed Thompson, VP Analyst at Gartner, Inc., the world's leading information technology research and advisory company. "Large organizations require a single application - not only to centralize customer, employee or partner feedback from across the enterprise - but also to yield insights, reveal problems, and highlight opportunities that would not otherwise be apparent."
"The analytic capabilities provided by CustomerSat Enterprise 9.0 are a key component of our 2008 plans for growing deeper relationships with our customers," says Cameron Karr, Senior Director of Worldwide Customer Loyalty at Business Objects. "CustomerSat’s configurable analytics and reports segment and dissect real-time data, allowing us to pinpoint issues and address them immediately in order to improve the customer experience." Ms. Karr continues, "Custom metrics on customer intelligence provide our executive team with valuable, quantitative insights which help to drive systematic change within our entire organization."
Create Complex Reports and Charts in a Few Keystrokes
CustomerSat Enterprise 9.0 allows users to define, name, and select Statistics Sets and Question Categories and then quickly create, in a few keystrokes, complex reports and charts that display and compare exactly the metrics important to their enterprise. Statistics Sets can include standard statistics such as mean score, top-box percentages, and NPS, and user-defined statistics such as company-specific definitions of promoters and advocates. Users may define Question Categories for demographic, business outcome, detailed rating, or any other group of questions. Besides ease of use and speed, Statistics Sets and Question Categories provide enterprise-wide consistency in customer feedback reporting.
Advanced reports can be created on-demand simply by selecting Statistics Sets, Question Categories, cross-tab questions or variables (e.g., product line, customer service representative), and business segments (e.g., geography, vertical market):
- Configurable Rating Scores – Compare Statistics Sets for Question Categories for chosen business segments.
- Comparative Statistics Reports - Compare Statistics Sets for Question Categories, cross-tabbed by questions or variables, for chosen business segments.
Other enhancements and reports in Enterprise 9.0 include:
- User-defined Statistics in Charts and Trend Lines – Enables users to view additional feedback statistics, such as NPS, Range %, and Range Gap %.
- View Feedback Report – Allows users to view and page through detailed feedback in real time - organized by questions, corporate and demographic data against feedback responses.
"By combining quantitative and qualitative data into a single, configurable view, the new configurable reports save time and allow us to meet the needs of our end-user community," explains Ms. Karr. "The new Question Categories and Statistics Sets features have greatly improved our reporting capabilities and make it easier for our business users to interpret data via simplified views. This is a great example of how CustomerSat develops software based on customer requirements."
"Enterprise 9.0 responds to the customer need to transform data into valuable insights," says Dickey Singh, Vice President of Engineering at CustomerSat. "Configurable statistics and reports allow organizations to design measurements that reflect their values and style. An enterprise, for example, can adopt NPS and then refine and configure it to match the requirements unique to their segment. Further, businesses or business units can also create additional NPS-like metrics based on Range % and Range Gap % for any question to better quantify operational goals."
CustomerSat Enterprise 9.0 is a hosted Software-as-a-Service (SaaS) solution. It seamlessly integrates with customer information systems; survey and action management data can be exported to various applications, databases and formats. Highly reliable, accessible and secure, CustomerSat Enterprise 9.0’s scalable infrastructure is well-positioned to handle the most demanding requirements of any enterprise.
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 North America and Europe. For news, product demonstrations and other company information, visit www.CustomerSat.com or call 1.800.372.7772.
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