NetReflector and Driva Solutions Join Forces; Strategic Alliance Helps Corporations Leverage Customer Satisfaction Measurement to Optimize Support Agent and Contact Center Performance.

Business Editors/High-Tech Writers

SEATTLE & BELLEVUE, Wash.--(BUSINESS WIRE)--April 6, 2004

NetReflector, Inc., a leader in online customer satisfaction measurement, and Driva Solutions, a provider of strategic change programs and consulting services for customer contact operations, today announced their strategic alliance. Under the terms of their agreement, both companies will offer a balanced scorecard solution called Agent Performance Management (APM), based on customer satisfaction measurement, to help domestic and global corporations optimize individual agent and overall contact center performance. Many corporations with geographically dispersed contact centers still operate under the "old" rules, driving agents to higher levels of productivity to keep costs as low as possible. Unfortunately, faster speeds of answer, shorter handle times, or higher first case resolution rates don't necessarily result in enhancing the customer experience, and customer satisfaction levels. To be able to assess individual agent performance and achieve contact center operational efficiencies, companies need to measure and evaluate the voice of the customer and integrate it into their internal business processes in real time. This joint solution will address their need to balance cost containment while increasing overall customer loyalty.

As part of this strategic alliance, NetReflector supports Contact Optimization (also known as C4), one of Driva Solutions' three program areas, which focuses on "customer insights." Driva Solutions applies C4 through consulting and managed services that leverage its expertise in operating customer service in complex, fast-growing companies such as Amazon.com and Intuit, and utilize the products and services of innovative software partners, which now include NetReflector's online survey technology, InstantSurvey, and best practice methodology and consulting for integrated customer satisfaction measurement.

"Contact centers now play a crucial part in the successful delivery of an enjoyable customer experience. By constantly being on the front lines, they can provide a wealth of invaluable information about customer behavior," comments Villette Nolon, president and CEO of NetReflector. "The real-time solutions we're delivering in conjunction with Driva Solutions not only help global corporations keep operational costs down, they also help turn their customers into long-term, loyal sources of recurring revenue."

"Customers are increasingly demanding more from vendor companies, and the old productivity focus in customer care operations doesn't work," explains Bill Price, president of Driva Solutions. "By integrating NetReflector's InstantSurvey into our growing APM and C4 programs, we can now develop actionable solutions specifically targeted at customer care, from the micro agent level, to a broader reach across multiple enterprises, all aimed at creating great customer experiences."

About NetReflector, Inc.

NetReflector helps global corporations improve their business processes by assessing the satisfaction of their target audiences anywhere in the world, in real time. Its innovative, flexible and high-value satisfaction measurement solutions combine robust, world-class online survey technology (InstantSurvey) with best practices consulting and methodology. NetReflector works with some of the world's largest corporations, including Microsoft, British Petroleum and Expedia. In 2003, NetReflector earned a series of industry awards for its record revenue growth by 1,087 percent from 1998 to 2002: the company ranked Number 275 on Deloitte's Technology Fast 500 for North America, Number 16 on Deloitte & Touche's Technology Fast 50 for Washington State, and Number 36 on Puget Sound Business Journal's Fastest-Growing Private Companies in Washington State. NetReflector is a global, privately owned company with worldwide headquarters in Seattle, WA and offices in Newbury, United Kingdom and Moscow, Russia. For more information, please visit our Web site at www.netreflector.com or call 1-877-823-5337 (North America) or ([phone] (Europe).

About Driva Solutions

Driva Solutions, founded in Bellevue, WA, in September 2001, specializes in customer service and is comprised of operations veterans whose mission is to create and sustain highly effective customer contact strategies and operations, locally and globally. Driva Solutions' deep expertise and breadth of experience focuses on three integrated program areas: Contact Optimization (C4), Offshore Outsourcing (including its recently launched proprietary Outsourcing Database called the ODB) and Performance Optimization (focusing on APM, agent, team leader, and enterprise balanced scorecards; skills-based routing and complex variable forecasting and scheduling; and integrating chat and email with traditional voice.) Driva Solutions co-founded the LimeBridge Global Alliance (www.limebridge.com,) which is comprised of 10 international member companies sharing best practices and jointly working on projects around the world. Driva Solutions also formed and chairs the Global Outsource Council (GOC) comprised of 20 companies managing well over 150,000 seats. For more information about Driva Solutions, please visit our web site at www.drivasolutions.com or call 425-688-3874.