ClientLogic Outperforms Industry Benchmark for Customer Satisfaction; ClientLogic Announces Record Customer Satisfaction Scores for December 2000.Business/Technology Editors NASHVILLE, Tenn.--(BUSINESS WIRE)--Feb. 6, 2001 ClientLogic Corporation, an international provider of customer management services, today announced the results of its December 2000 Customer Satisfaction survey, confirming a stellar level of service during the holiday season. The internal report found that 89.5% 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 Q4 2000 by 16 percent. ClientLogic, which services over 250 industry-leading clients, maintains rigorous internal standards for customer satisfaction. During the month of December, ClientLogic conducted random surveys of customers within 24-48 hours of a "service experience," whether it be an interaction with phone tech support, customer care, 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 or eMail service See Internet e-mail service. . The surveyed customers were asked to measure their degree of satisfaction with the service experience according to 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. Using this methodology, ClientLogic found that their December 2000 level of service quality had surpassed the customer satisfaction records of previous December holiday "crunch times" and vastly exceeded industry benchmarks. "We are thrilled that the results of our survey reflect our company-wide commitment to superior customer service, especially during the 2000 holiday rush," said ClientLogic's president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. , Mark Briggs. "When the industry analysts predicted a horrendous customer care disaster for the holidays -- akin to that of 1999 -- ClientLogic was determined not to be a part of the problem. We dedicated ourselves to ensuring that each of our 250+ client service teams had sufficient staff, training and resources to provide excellent customer care and fulfillment during the holiday deluge." 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 marketing, customer-contact and fulfillment 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, ClientLogic is headquartered in Nashville, TN and operates in 53 locations in 11 countries throughout North America, Europe and Australia. ClientLogic offers its 250+ industry-leading clients 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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