ClientLogic Announces Year of Outstanding Customer Satisfaction.Business Editors NASHVILLE, Tenn.--(BUSINESS WIRE)--Feb. 11, 2002 ClientLogic Bucks Industry Trend With Soaring Satisfaction Scores, Handles More Than 150 Million Customer Touches in 2001 ClientLogic Corporation, an international provider of customer management services, today announced the 2001 year-end results of its Customer Satisfaction surveys, confirming exceptional levels of customer service throughout 2001 and outperforming industry benchmarks for customer satisfaction. The 12-month internal report found that 90.4% of customers served by ClientLogic were "very satisfied" or "satisfied" with their experience, outperforming The American Customer Satisfaction Index The American Customer Satisfaction Index (ACSI) is a leading indicator of consumer behavior, measuring the satisfaction of consumers across the U.S. economy. The ACSI interviews approximately 80,000 Americans annually and asks about their satisfaction with the goods and (ACSI ACSI Association of Christian Schools International ACSI American Customer Satisfaction Index ACSI Association Canadienne des Sciences de l'Information (French) ACSI American Communications Services, Inc. ) benchmark for Q3 2001 by 18 percent. The ACSI fell steadily in 2001 -- ending at 72.0 for Q3 2001 -- while ClientLogic's satisfaction increased and remained high throughout the year. ClientLogic, which serves over 250 industry-leading clients, maintains rigorous internal standards for customer satisfaction. Placing a high value on direct customer feedback to improve operating procedures, ClientLogic conducts random surveys of customers within 24-48 hours of a "service experience," whether it be an interaction with phone tech support, customer care or order fulfillment Order fulfillment (in BE also: order fulfilment) is in the most general sense the complete process from point of sales inquiry to delivery of a product to the customer. Sometimes Order fulfillment . The surveyed customers are asked to measure their degree of satisfaction with the service experience according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. a five-point Likert scale Likert scale A subjective scoring system that allows a person being surveyed to quantify likes and preferences on a 5-point scale, with 1 being the least important, relevant, interesting, most ho-hum, or other, and 5 being most excellent, yeehah important, etc ranging from "very satisfied" to "very dissatisfied," the same measuring index employed for the ACSI. Through multi-channel support, ClientLogic helps customers find answers, place orders, make payments and receive their purchases with unmatched accuracy and around-the-clock service. In 2001, ClientLogic handled 90 million customer phone calls, processed 8.4 million catalog orders and shipped a record 30.5 million packages around the world. ClientLogic services delighted across the board: satisfaction surveys revealed 90.4% satisfaction overall, 94.2% satisfaction for fulfillment (and 99.8% accuracy!) and 90.8% satisfaction for inbound service and support. "2001 was a difficult year for customers: ACSI scores reveal a steady decline in customer satisfaction and a contraction of perceptions of quality in the marketplace. ClientLogic is proud to buck the industry trend and demonstrate its ability to deliver high-quality outsourced services, even in an uncertain economy. Last year, we made headlines with our 89.5% customer satisfaction rating for December 2000. We now step forward to shatter that record with a stellar 90.4% average for all of 2001, a testimony to our drive for continuous improvement," said Julie Casteel, chief officer of client and account management at ClientLogic. "Our global network of associates work to exceed customer, client and industry expectations by `thinking like a customer' and providing the personalized, cross-channel service that builds loyalty and optimizes each customer's experience." About ClientLogic ClientLogic is an international provider of integrated customer management Integrated customer management (or its acronym, ICM) is a business strategy for improving support by sharing information between discrete departments. ICM brings together three business principles: alignment, agility, and customer-centricity. solutions, including customer contact, fulfillment and marketing services. A subsidiary of Canadian diversified company diversified company A company engaged in varied business operations not directly related to one another. A diversified company is less likely to suffer either a collapse or a spectacular gain in earnings compared with a firm concentrating its operations in a Onex Corporation Onex Corporation TSX: OCX is a Toronto based investment firm. It was founded in 1983 by Gerry Schwartz. Today it is a publicly traded company but Schwartz has 67.6% of the voting control and continues to serve as Chairman and CEO. , ClientLogic is headquartered in Nashville, Tennessee “Nashville” redirects here. For other uses, see Nashville (disambiguation). Nashville is the capital and the second most populous city of the U.S. state of Tennessee, after Memphis. , and operates in 47 locations in 9 countries throughout North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. and Europe. ClientLogic's 250+ industry-leading clients include Sony Corporation, Hewlett-Packard, TiVo, National Geographic Television and Zales.com. ClientLogic offers an international suite of services, including integrated customer acquisition, list management and brokerage, database design and development, multi-channel customer and technical support (phone, fax, eMail, Chat, Self-Help, etc.), eCommerce services and warehousing/fulfillment. For further information about the company, visit www.clientlogic.com. |
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