CustomerSat Announces Launch of Contact Center and Website Benchmark Program; New Indices Created to Compare Performance Among Industry Leaders.Business Editors and High Tech Writers MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Oct. 25, 2000 CustomerSat, Inc., the leader in measuring and managing customer experiences online, today announced the launch of a customer satisfaction benchmark program built on industry-wide satisfaction and loyalty indices. These indices, available to all participating companies and embodying the voice of the customer, are designed to help firms improve operations, recognize and leverage strategic advantages, anticipate customer requirements and identify potential vulnerabilities. The CustomerSat Benchmark Program will encompass data from more than a dozen leading companies in a variety of industries and will include customer feedback from more than 10,000 customers with the dataset growing daily. All companies participating in the program will have access to aggregate indices, allowing them to continuously compare their own results to those of the aggregates, which are comprised of scores from multiple companies measuring similar performance attributes. "Today, industry leaders continuously gather customer feedback online and act on it in real-time," said John Chisholm Sir John Chisholm, FREng (born August 1946) is the Executive Chairman and former Chief Executive of QinetiQ and chairman of the Medical Research Council. He attended Cambridge University on a scholarship from General Motors. , 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. of CustomerSat. "Through the CustomerSat Benchmark Program, these companies can now compare their performance with that of others, helping to prioritize pri·or·i·tize v. pri·or·i·tized, pri·or·i·tiz·ing, pri·or·i·tiz·es Usage Problem v.tr. To arrange or deal with in order of importance. v.intr. areas of improvement and providing both internal and external standards of excellence." The CustomerSat Benchmark Program initially includes two types of satisfaction performance indices: 1) Contact center indices for call centers, contact centers, and service/support centers, and 2) Website indices for eCommerce businesses, Web service and support, and Website effectiveness. Performance measures for the contact center include technical competency COMPETENCY, evidence. The legal fitness or ability of a witness to be heard on the trial of a cause. This term is also applied to written or other evidence which may be legally given on such trial, as, depositions, letters, account-books, and the like. 2. , promptness, courtesy, and case escalation es·ca·late v. es·ca·lat·ed, es·ca·lat·ing, es·ca·lates v.tr. To increase, enlarge, or intensify: escalated the hostilities in the Persian Gulf. v.intr. to evaluate the overall satisfaction of the service provided. Performance measures for Websites include functionality, navigability nav·i·ga·ble adj. 1. Sufficiently deep or wide to provide passage for vessels: navigable waters; a navigable river. 2. That can be steered. Used of boats, ships, or aircraft. , and ease of use. CustomerSat will use its exclusive CRMConnect and WEBConnect services that integrate with customers' CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. systems and Websites, respectively, to implement the core measurement program. These systems seamlessly link with participants' existing IT systems to automate the customer feedback process. All participants' results - rating scores, cross-tabs, top/bottom box percentages, verbatim ver·ba·tim adj. Using exactly the same words; corresponding word for word: a verbatim report of the conversation. adv. comments, and more - are generated and displayed online in real-time. Each participating organization's performance scores will remain confidential to that participant; only the aggregate scores (indices) will be shared with all participants. About CustomerSat CustomerSat is the leading provider of online solutions for measuring, building, and real-time reporting for customer experience management. With leading-edge technologies and proven market research techniques, users can measure and manage customer experiences at every interaction point - using Web solutions to capture site interactions, and internet solutions that integrate with user's CRM systems to capture support service interactions. CustomerSat principals have achieved numerous "firsts" in Internet survey research, including the first automated collection, reading, and tabulation tab·u·late tr.v. tab·u·lat·ed, tab·u·lat·ing, tab·u·lates 1. To arrange in tabular form; condense and list. 2. To cut or form with a plane surface. adj. Having a plane surface. of survey responses by e-mail, the first real-time calculation and display of cross-tabs on the Web, and the first positive identification of respondents to Web surveys. The company is headquartered in Mountain View, California For the census-designated place, see Mountain View, Contra Costa County, California. For other places called "Mountain View", see . Mountain View is a city in Santa Clara County, in the U.S. state of California. The city gets its name from the views of the Santa Cruz Mountains. . For more information, visit http://www.CustomerSat.com or call 650.234.8000. |
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