CustomerSat's Newest Release Further Empowers Enterprise Users to Gather, Analyze, and Act on Customer Feedback; eCEM 4.5 Benefits Both Managed and Licensed Service Customers.

Business Editors/High-Tech Writers

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Oct. 16, 2002

CustomerSat, Inc., the leader in real-time feedback analytics, today announced the newest release of its Enterprise Customer Experience Management (eCEM(TM)) system which empowers users across the enterprise to manage customer feedback programs from beginning to end. eCEM 4.5 adds powerful functionality for designing feedback processes, analyzing and tracking feedback over time, building customer loyalty, and quickly aligning employee priorities and actions enterprise-wide.

eCEM 4.5 includes key enhancements to the following analytics and automated actions:

-- Loyalty Index: Users can monitor composite scores of satisfaction, loyalty, and other metrics, allowing them to quickly and continuously identify, measure, track, and act on, for example, their most secure and/or most "at-risk" customers. Color-coded charts highlight key problems and opportunities.

-- Push Reports: Authorized users can define and automatically email reports to individuals and groups across an organization at scheduled time intervals. Reports reflect the most up-to-date survey results.

-- Comparative Trend Lines: Simple user interfaces allow users to select, track, and compare the performance of up to ten metrics on a single chart. A wide selection of statistics and frequency, e.g., weekly, monthly, quarterly, can be assigned.

eCEM 4.5 also streamlines survey design through Templates, allowing users to quickly and easily customize the look and feel of online surveys. Using Templates, CustomerSat's growing number of Licensed Service customers can compose and format even complex surveys without knowledge of HTML or difficult scripting languages.

"As large-scale network consultants, success to us means delivering exceptional service for all aspects of every engagement," said Chris Brown, International Network Services (INS) Quality division. "CustomerSat's Managed Services are ideal for continuously monitoring and managing the quality of our engagements, while their Licensed Services let us gather ad hoc feedback to address specific issues as they arise during the year."

CustomerSat Managed Service customers, whose feedback programs are implemented, deployed, and managed by CustomerSat, directly benefit from eCEM 4.5 enhanced analytics. CustomerSat Licensed Service customers, who have full access to CustomerSat's hosted eCEM system to create, deploy, manage, and analyze results of surveys, benefit from enhanced analytics, automated actions, and Templates.

About CustomerSat, Inc.

CustomerSat is the leading provider of enterprise solutions for measuring and analyzing customer feedback. With advanced technologies and proven market research techniques, CustomerSat solutions have helped companies such as Ariba, BellSouth, Fidelity, Hilton, Lucent, and VeriSign evaluate and monitor customer satisfaction, take timely action to resolve issues, and build high customer retention and profitability. CustomerSat is headquartered in Mountain View, Calif. For news, product demos, and other company information, visit www.CustomerSat.com or call 800/372-7772.

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