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MARKETTOOLS ANNOUNCES 2nd WAVE OF RECIPIENTS OF 2008 CUSTOMERSAT ACHIEVEMENT IN CUSTOMER EXCELLENCE (ACE) AWARD
Total of 32 Winners Recognized for Achieving Exemplary Integration of Customer Feedback Processes and Highest Levels of Customer Satisfaction
SAN FRANCISCO—February 3, 2009—MarketTools, Inc. today announced six additional recipients of the 2008 CustomerSat Achievement in Customer Excellence (ACE)™ Awards, which certify, acknowledge and celebrate outstanding achievement in customer satisfaction. These companies––CyberSource, Honeywell Aerospace, SimplexGrinnell, TravelCLICK, U.S. Cellular and Ventana Medical Systems––join 27 other leading organizations recognized as ACE award winners in December 2008.
Since 2005, the annual ACE Awards have recognized companies which demonstrate rigorous application of customer feedback processes and outstanding performance that result in exceptional customer satisfaction. ACE Awards validate an organization’s success and effectiveness in delighting customers and building loyalty, as well as those individuals responsible for serving customers.
"In today’s economic environment, focusing on customer satisfaction and loyalty is more important than ever," said Cameron Karr, vice president marketing, MarketTools. "As a leading indicator of loyalty and retention, customer satisfaction impacts overall business performance and the bottom line.”
2008 ACE Award Winners Respond
“Honeywell Aerospace is proud to be recognized with a 2008 ACE Award for our Field Service Engineering support,” said Brian Davis, vice president, Global Technical Operations. “Our Global Technical Operations team looks to surveys as a key indicator to measure our performance from our customer’s perspective identify improvements to raise our best-in-class service, and ensure our organization drives accountability and a customer satisfaction culture into every employee’s daily behaviors to help our customers succeed.”
“SimplexGrinnell is honored to receive a 2008 CustomerSat Achievement in Customer Excellence Award,” said Jim Spicer, president of SimplexGrinnell. “It reflects our strong commitment to measure customer satisfaction on an ongoing basis and use the feedback to improve our performance and processes. Our ultimate goal is to create a culture of service excellence that enables SimplexGrinnell to provide customers with the best fire and life-safety solutions.”
“Customer satisfaction is a key competitive differentiator in the payment management space, so we are especially gratified to have won three ACE awards this year” said Trish Martin, vice president, Customer Support, CyberSource Corporation. “These honors are wonderful and welcome recognition for our dedicated customer support and product and service delivery teams.”
2008 2nd Wave ACE Award Recipients and Designations
Award Recipient |
Award Designation |
CyberSource (NASDAQ: CYBS) |
1. Authorize.Net Product and Service Satisfaction
2. Customer Support Satisfaction |
Honeywell Aerospace (NYSE: HON) |
Field Service Engineer Support Satisfaction |
SimplexGrinnell (NYSE: TYC)
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Service Experience Satisfaction |
TravelCLICK |
Overall Customer Satisfaction |
U.S. Cellular (NYSE: USM) |
Employee Payroll Satisfaction |
Ventana Medical Systems |
1. Account Management Satisfaction
2. Technical Support Organization Satisfaction
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ACE Award Selection Criteria
CustomerSat ACE Awards may be won by companies, business units, or segments of a business. The customer feedback on which awards are based must be representative of the entire business, business unit or business segment to which the award applies. To apply for an ACE Award, clients must complete an application form and have conducted one or more customer satisfaction surveys during the calendar year for which the Award is given. Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period this year. CustomerSat ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable. Surveys may use either a census of customers or representative sampling with specified minimum confidence levels and maximum margins of error. For detailed information about award criteria and scope, please visit: www.customersat.com/Services/aceawards.asp.
About MarketTools
MarketTools is the leading technology and service provider of Customer Insight Management solutions for the world’s market leaders. Through a unique combination of best-in-class insight and feedback platforms, quality-assured global panels and research innovation, MarketTools enables companies to better identify new opportunities, fuel greater product success and build customer advocacy. As the first company to make online surveys widely available on the web, MarketTools continues its market-leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. MarketTools’ premier portfolio of technology-based insight brands includes MarketTools.com,™ Zoomerang,™ CustomerSat,™ TrueSample,™ and ZoomPanel.™
MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London. For more information, please visit: www.markettools.com
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