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2015-ACEAwardsWinners

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2015-ACEAwardsWinners

  1. 1. WINNERS’ STORIES
  2. 2. CONTENTS 12 14 16 18 28 30 2006 08 04 26 24 22 10 INTRO BSI LEADING RETAILER BEST BUY 21ST CENTURY INSURANCE AIG GENERAL LIFE AIG PROPERTY CASUALTY AIG TRAVEL COPART ANSYS WINNERS’ STORIES DELL SOFTWARE GROUP KEEPFACTOR LIVINGSOCIAL MOORE MEDICAL PHILADELPHIA INSURANCE THE TORO COMPANY W5 & GAS NETWORKS IRELAND PODS ENTERPRISES THE HANOVER INSURANCE GROUP
  3. 3. The Confirmit ACE Awards showcase businesses who are true leaders in customer excellence. In the 10 years since its inception, the program has recognized the companies for whom the Voice of the Customer is not just a business process, but built into the fabric of the company to improve business results and drive change. I’m proud that so many of the world’s leading companies work with Confirmit to develop exceptional customer experience initiatives. >> The Confirmit ACE Awards program celebrates outstanding achievement in Voice of the Customer and customer experience. Receiving a Confirmit ACE Award is a distinct honor that demonstrates an organization’s rigorous application of Voice of the Customer best practices, and its outstanding performance as measured by those processes. The winners’ stories in these pages are just a handful of the remarkable submissions that demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences and Return on Investment. About the Confirmit ACE Awards Henning Hansen President and CEO, Confirmit “ “ 4 5
  4. 4. “Our program thrives because of the timely analysis of feedback from surveys, frontline associates, call monitoring, and customers, including complaints. Results of analysis are presented to all levels of employees, driving the development of action plans to close process gaps and educate/coach our representatives. The entire process ensures a superior customer experience.” Alan Ciaverelli Head of 21st Century Service Operations 21st Century Insurance is part of the Farmers Insurance Group of Companies® . 21st Century wanted their customers to experience excellent service and a commitment to satisfaction at all touchpoints. 21st Century launched a touchpoint survey for the entire customer service organization. Participation is prompted through an automated invite at the end of a call. The customer service team is dedicated to reviewing alerts, researching issues, contacting the customer within 24 hours, and identifying opportunities to improve key business processes. Automatic alerts are also generated for perfect scores, and are routed to service management and frontline representatives to recognize excellence. Driving Action • Survey covered 3.5 million calls per year and 625 representatives • Net Promoter Score® (NPS) improved by 5.5 points • Billing improvements resulted in nearly a 3.0 point increase in billing satisfaction in a year. 21st Century Insurance Program Thrives Following Timely Analysis of Feedback 6 7
  5. 5. American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 100 countries and jurisdictions. AIG wanted to measure Net Promoter Score® (NPS), Satisfaction, and Ease of Doing Business, with a view to embedding customer-centricity across the organization. Touchpoint surveys are deployed shortly after a customer interaction. The flexibility of surveys allows each region to add customized questions to cater for local needs. NPS scores are linked to an alerts process so the appropriate person can take action. Customer feedback is used for operational improvements and also contributes to marketing initiatives. American International Group, Inc. (AIG) is a leading international insurance organization serving customers in more than 100 countries and jurisdictions. AIG General Life wanted to combine customer feedback from contact centers supporting two lines of business. With the help of Confirmit, AIG executed tactical surveys after a customer’s interaction with the contact centers. The survey comprises Net Promoter Score® methodology as well as three overall satisfaction scores. These scores include ratings on the contact center representative, the customer care experience, and the company overall. Project Results • 10 point improvement in NPS • VoC program has grown from covering 10 regional markets to more than 50 • Surveys fielded in English plus local languages across EMEA, APAC and Americas • Executives can view quarterly regional and country- level reports • Dashboards provide real-time views into data by country, line of business and touchpoint • Project outcomes transformed AIG’s culture to better serve and understand customer needs. Project Results • 35% increase in customer satisfaction • Quality vision introduced to ensure quality and accountability run parallel with customer interests • Coaching sessions target customer concerns with contact center representatives • Redesign of the quality monitoring form • Focus groups discuss lower scores and determine improvement opportunities to identify best practices. “The key to the success of our program is in the increasing level of engagement towards customer-centricity throughout the enterprise, from frontline employees to the C-level.” Jeffrey Polevoy Global Head of Customer Experience and Market Research “As a company we are always engaged in the initiative to streamline the way we do business across multiple service centers and locations. Our Voice of the Customer program validates the customer’s overall satisfaction scores regardless of location. The contact center survey is the first of several survey programs to develop a consistent and meaningful survey capable of being deployed across the different lines of business.” Holly Bonnett Associate Director of Service Development AIG Property Casualty Transforming Company Culture Across Regions AIG General Life Streamlining the Business Across Multiple Service Centers and Locations 8 9
  6. 6. AIG Travel, a worldwide leader in travel insurance and assistance, provides Travel Guard products and global assistance services to individual travelers and corporate clients around the world. Travel Guard products and services deliver comprehensive single-source solutions through wholly-owned assistance centers located in Asia, Europe and the Americas. AIG Travel wanted to understand its customers’ experience when purchasing travel insurance in order to drive business improvements. The company implemented a Voice of the Customer program comprised of transaction-based surveys to learn more about customer experiences after they have purchased a travel insurance plan via its call center. Surveys are sent to customers immediately after purchase so the experience is fresh in their minds, increasing the accuracy and detail of responses. Driving Action • Enhanced employee recognition when the agents receive positive customer feedback • Improved sales training to front line call center agents • Introduced targeted marketing campaigns that have delivered new revenue, helping to boost the bottom line. AIG Travel Measuring Customer Experience Helps Boost the Bottom Line “We are a service organization that prides itself on helping our customers. Our excellent customer care is apparent based on our high survey results. Surveys are sent out daily to customers who purchase travel insurance so their experience is fresh in their minds. This helps us gain a clear view of what our customers experience during each transaction.” Karla Turzinski Vice President of Assistance Center Operations, North America 10 11
  7. 7. ANSYS, Inc Using Feedback to Meet Corporate Goals If you’ve ever seen a rocket launch, flown on an airplane, driven a car, used a computer, touched a mobile device, crossed a bridge, or put on wearable technology, chances are you’ve used a product where ANSYS software played a critical role in its creation. ANSYS is the global leader in engineering simulation. They help the world’s most innovative companies deliver radically better products to their customers. By offering the best and broadest portfolio of engineering simulation software, ANSYS helps these companies solve the most complex design challenges and engineer products limited only by imagination. ANSYS needed a way to run multi-touchpoint Net Promoter Score® (NPS) analysis and use that information to create corporate goals, therefore enhancing employee feedback and continually improving. ANSYS implemented a 7-touchpoint Voice of the Customer program, and through Confirmit’s live dashboards, feed insights directly to managers, providing company-wide data split by customer type, business unit, region and office. “Improvement has become ingrained in our processes at ANSYS, Inc. and is the way we do our business. Our quality metrics continue to be monitored and improve. These metrics are driven by the use of our customer feedback process, making use of all the analysis capabilities at our disposal.” William Bryan Corporate Quality Manager Project Results • 23% increase in NPS score • Email alerts sent to managers helping to rectify negative feedback and promote good support practices following positive feedback • The Customer Experience Council regularly reviews metrics and charts to monitor progress against corporate goals and take any corrective actions needed to try to meet them. Mr. James E. Cashman ANSYS, Inc President & CEO 12 13
  8. 8. Leading Retailer Drives Business Success with Customer Feedback One of the United States’ largest retail brands has nearly 700 stores and is the leading provider of content, digital media and education products. The retailer placed little focus on soliciting actionable data from customers and needed to better understand and improve the customer service experience. It was essential for the retailer to find a partner that had a flexible product with a variety of offerings. After a competitive review process, the retailer selected Confirmit. Confirmit would be an extension of its own team and play a consulting role when necessary. The retailer’s VoC program includes a variety of dynamic email surveys that include a number of variables allowing survey questions to evolve, crafting new and unique questions based on the previous answer. Driving Action • 800,000 surveys per year and 14% response rate • 6.8% increase in customer satisfaction • Targeted improvements to agent training • Standardizing the customer experience through third-party sellers, no matter the location • Hard data drives development of outsourced relationships. “The VoC program has absolutely driven business decisions internally. It impacts who we outsource to – we run a month-over-month report that shows our managers how our outsourcers are doing against each other.” Senior Manager of Customer Service Solutions Best Buy is the world’s largest multi-channel consumer electronics retailer in the United States, Canada, China, and Mexico, with more than 1 billion website visitors and 600 million visits to U.S. stores each year. With an evolved customer experience program, Best Buy wanted to view their customer base with a new perspective using the Net Promoter Score® . During a transaction with Best Buy, every customer receives an invitation to the main retail survey. NPS scores of 6 or less are flagged to discuss a problem resolution. Feedback is shared across marketing, executives and field personnel through live dashboards, and reports are exported into periodic and ad- hoc reporting. Driving Action • Implemented a “Renew Blue” certification process based on learning performance and assessment of individual store locations • Improved the visibility of ‘In Store Pick Up’ area in order to increase customer awareness • Teams in the field now focus on associate availability after determining the impact this has on the likelihood a customer will recommend Best Buy. “Insights from both purchasers and non-purchasers are used to shape our company culture. All employees, in-stores and corporate, have access to the data and are engaged in the program. The results are not only discussed in performance appraisals, but updates are provided in every earnings release.” Tony Vietti Enterprise NPS Operations Manager Best Buy Insights that Shape Company Culture 14 15
  9. 9. “Our belief in the power of VoC resulted in our decision to brand our entire customer initiative as ‘One Voice’. The program now covers the vast majority of BSI’s business streams and operates globally, helping to keep the Voice of the Customer ‘front and center’ in all countries in which BSI operates.” Tony Reilly Group Marketing Director BSI (formerly British Standards Institution) is a multinational business standards company that helps organizations drive performance, reduce risk and grow sustainably. As new players within the standards space, the challenge was on to maintain competitive advantage. To meet this challenge BSI needed to increase consistency of its surveys, focus on customer issues, streamline and reduce the existing surveys, and enhance its reporting capabilities. BSI also needed to engage employees to focus on the customer at every touchpoint. The creation of the customer journey map and two customer surveys enabled BSI to understand gaps in the customer journey and to identify new opportunities. Driving Action • Voice of the Customer program was optimized to deliver increased competitive advantage in the standards market • Dramatically streamlined survey process, from 18 to 2 surveys that deliver more accurate insight • 2,500+ monthly responses, across 5 business streams, in 16 languages and from 30 countries • Increase in Net Promoter Score® (NPS) to 50+, with 80% of customers agreeing/strongly agreeing they benefit from BSI purchases. BSI ‘One Voice’ Keeps the Spotlight on the Customer 16 17
  10. 10. Copart provides vehicle sellers with a full range of remarketing services to process and sell salvage and clean title vehicles to dealers, dismantlers, rebuilders, exporters and to end users through an online multi-channel platform. Copart wanted to gauge customer satisfaction with physical location and website experience. Copart has implemented 8 surveys with the intention of gaining insight on opportunities to improve the buyer Copart Employees Strive for Great Customer Service experience and current strengths. The focal goal was to improve their key metric; the likelihood that members would endorse Copart to others, based on their experience. The Marketing team opens cases for reoccurring themes, working closely with other departments to institute positive change. Driving Action • 66% improvement in KPI • Monthly NPS® Score award • Action Management alerts open cases for 150+ General Managers to respond to our customers that provide feedback • Training and testing to improve payments at physical locations • Developed member guides and other content in Spanish • Production of educational campaign called “Smart Buying” and new video content • Additional surveys in continued efforts to improve customer satisfaction and build out buyer profiles for more tailored onboarding content • 200+ have access to the live dashboards, including executives. “The Copart buying process allows us to interact with customers online and in person. It’s extremely important that those experiences are consistent and aligned with our values in order to fuel Copart’s growth. This survey program allows us to make timely positive changes while maintaining our high level of output. We are using customer feedback to make change and it’s great.” Emily Rediker Brand Manager 18 19
  11. 11. Dell Software, when combined with Dell hardware and services, helps customers simplify IT, mitigate risk and accelerate business results. Dell wanted to understand their Net Promoter Score® (NPS) in regards to customers’ interaction with Dell’s Software Technical Support Department. Customers receive survey invitations once their help desk case is closed. They are asked the likelihood they would recommend Dell Software support. Survey results are shared with management through a real- time dashboard, the executive leadership teams in monthly presentations, and with engineers via email, meetings and performance reviews. Project Results • Better user experience: engineers receive feedback to measure their performance and managers work to improve their team’s performance • Product improvements: feedback is looped directly to product development teams to deliver the true Voice of the Customer • Improved customer experience: the Knowledge Center Support team uses feedback to create articles addressing areas of concern, thereby improving the visitor portal customer experience. “The level of dedication and support to its employees is what makes our program so successful. Empowering our employees and providing the tools and real time data needed to be successful allows everyone – executives and engineers – to serve our customers in the best way possible.” Prudence McMaster Senior Program Product Manager Dell Software Group Empowering Employees to Help Customers in the Best Way Possible Driving Action • Improved communication between landlords and tenants • Ranking system assists understanding of vacancy risks and the employees’ role in maintaining tenant satisfaction • Increased transparency leads to high retention rates and a sustainable business model • 50% average response rate. KeepFactor Leveraging Customer Satisfaction in the Real Estate Industry KeepFactor provides landlords with clear and actionable insight into the critical issues that contribute to a sustainable and profitable commercial real estate business. The company needed a solution to help landlords respond quickly and efficiently to changing requirements and increasingly high demands from its customers in order to retain tenants. KeepFactor routinely surveys business tenants and their employees to monitor the ‘health’ of the building and overall working environment. Questionnaires are completed on PC, smartphone or tablet and provide anonymized data around satisfaction scores and areas to address, via a clear, intuitive reporting dashboard. As a result landlords can strategically prioritize their investment across their portfolio, and tenants are provided with insights to help boost employee satisfaction levels. “The transparency provided by the KeepFactor survey is a win-win for all concerned. At the end of the day, satisfied employees result in stable tenants and a secure Real Estate business.” Merijn Brouwer Founder 20 21
  12. 12. Project Results • 20% increase in KPI • Creation of “Feedback Loops.” Customer feedback, including specific examples, is presented to all department heads in an effort to improve the customer experience and process • LivingSocial’s quality program changed from process-driven to experience-driven, based on customer feedback • Based on survey feedback, the training program was reinforced with Empathy and Customer Retention training. “Our program is successful, because we listen to our customers. We take the feedback to heart and we apply the changes our customers want to see in us. We challenge the standard and ‘how we’ve always done it’ mindset.” Kim Meehan Vice President, Customer Operations 22 22 23 LivingSocial is the leading marketplace to find and share the best experiences in your city and beyond. LivingSocial needed a way to understand and resolve customer concerns. The aim was to boost its Key Performance Indicator; the likelihood that customers would recommend the company to friends. LivingSocial Understand Customer Concerns and Boost KPI To meet these challenges, LivingSocial used transactional surveys at multiple touchpoints including: call center, website, non-redeemer and post-redemption. This data is combined with the empowerment of the customer service team to occasionally “Surprise & Delight” consumers to deliver world-class customer service.
  13. 13. Philadelphia Insurance Realizes VoC Return on Investment Moore Medical LLC, a subsidiary of McKesson Medical-Surgical, is an Internet-enabled, multi-channel, specialty direct marketer and distributor of medical-surgical supplies, equipment and pharmaceuticals to 100,000+ healthcare providers. Moore Medical had been running a successful monthly transactional survey with Confirmit, but the company wanted more immediate and holistic insight into the customer experience. They transitioned to a daily data feed to better understand, research and resolve issues directly after a transaction. Multi-touchpoint surveys capture the representative’s skills and service level, as well as the order fulfillment details. The company introduced Ease of Doing Business as a KPI against which to measure success. Driving Action • A 12% improvement in Ease of Doing Business metric • Improved ordering and transaction process • Website improvements to facilitate faster and regular ordering • Data shared across teams through a variety of channels, including alerts. Moore Medical Immediate and Holistic Insight into the Customer Experience “The customer experience program at Moore Medical has been consistently successful because of the support from the executive leadership team. Because of this, we’ve implemented change, expanded the program and increased employee responsiveness and attitude toward receiving positive feedback.” Joellyn Ball Senior Manager, Customer Experience and Data Management PHLY designs, markets, and underwrites commercial property/casualty and professional liability insurance products for niche markets, incorporating value-added coverage’s and services for select industries. PHLY partners with local and national charitable organizations to give back to the communities they serve. The company has 46 offices in 13 regions strategically located throughout the U.S. The insurance industry landscape looked and behaved quite differently in 2010 following the dramatic recession. Customers and prospects had more questions, hesitancy and concerns. Previously expected market share was no longer guaranteed and the competitive landscape began to get crowded. Philadelphia Insurance realized that long- term success in this new market required a fresh strategy. PHLY’s Voice of the Customer is a unified platform of five transactional surveys, one unsolicited survey via website, and one annual relationship survey. The company has added to the program in order to gather a well-rounded understanding of the customer’s experience. The program now offers a 360-degree view of the policy lifecycle and gathers feedback at critical touch points regardless of department. “Without this type of feedback it was difficult to truly integrate our customer’s voice. The management team now uses the insight to assist with our strategic direction.” Seth Hall Vice President of Customer Service Driving Action • The location of the online chat facility was improved resulting in a 10% increase in chat usage and reduction in calls • Introduction of a new billing system (the greatest area of customer complaints) which enables agents to better assist customers • The Revenue Retention rate rose to 93% in 2014 while the Account Retention rate now exceeds 90.8% • More than 50,000 customer responses were collected in 2014 • Overall Customer Service Satisfaction Score rose to 94.6% • Employees are recognized through regular “kudos alerts” when they receive very positive feedback from customers. 2524
  14. 14. Driving Action • 300,000+ survey responses • Continuously driving awareness and accountability throughout the enterprise by sharing customer feedback and understanding their perspective • As a result of customer feedback, PODS has redesigned web features and implemented tools to better understand and improve the online experience • PODS has used customer feedback to identify service gaps and implement multiple policy and procedural changes to improve the customer experience. PODS Enterprises, LLC provides portable on-demand moving and storage services. With nearly 3 million deliveries in USA, Australia, Canada and the UK, PODS is a proven innovator in the moving and storage industry and is proud to be the most trusted brand in portable moving and storage. PODS’ ultimate goal is to ensure each customer is completely satisfied. With Confirmit’s expertise, PODS implemented a measurement platform based on overall satisfaction consisting of four touchpoint surveys and one newly launched relationship survey. Call satisfaction and post experience surveys are emailed to the customer shortly after an interaction to obtain timely, relevant and productive feedback. The local markets, operations, marketing and training departments access results via live Confirmit dashboards. Reports are presented to the executive leadership team via monthly and quarterly meetings, where they highlight areas of opportunity and propose policy or procedural changes based on feedback received. PODS Enterprises, LLC Embracing the Customer Perspective “Every facet of PODS embraces the customer perspective. The customer is first with every decision made, starting with our phone and field associates, and all the way up to our CEO. Each department uses Customer Satisfaction results for incentives which drives all PODS employees to consider the customer impact.” Sherry Johnson CX Manager Project Results • The focus on customer experience made a positive impact across the organization • Introduction of focused employee training programs • Rewards and recognition for individuals and teams that receive positive customer responses. “Our service strategy achieved a cultural shift across our organization and while many strategies burn brightly and then fade, ours has not lost momentum. The program has aided our ability to maintain and enhance our service-centric culture.” Coreen Gaffney Assistant Vice President, Claims Shared Service Operations The Hanover Insurance Group is the holding company for several property and casualty insurance companies, which together constitute one of the largest insurance businesses in the United States. As one of the most customer-oriented departments at The Hanover Insurance Group, the company wanted to better understand the Claims department experience and identify opportunities to improve it in order to better retain customers. The company launched transactional surveys after a customer claim was paid. Results are analyzed with KPIs set for the “refer a friend” question and overall Net Promoter Score® . Customers giving low scores are called by a manager to discuss and determine how the experience can be improved. Claims personnel and regional directors are able to access the feedback data via live dashboards. The Hanover Insurance Group Enhance Service-Centric Culture 26 27
  15. 15. The Toro Company Team “We are committed to assisting our distributor partners in a shared quest to deliver the best customer experience possible. The Toro Repair Service Survey is an integral part of several important Toro performance measurement programs, and helps ensure we remain the industry leader with best-in-class customer scores.” Brad Nagel Director, Commercial Customer Care and Field Operations Toro is a leading worldwide provider of innovative turf, landscape, rental and construction equipment, and irrigation and outdoor lighting solutions to help customers care for golf courses, sports fields, public green spaces, commercial and residential properties, and agricultural fields. With more than 100 years in business, the company attributes much of its success to building trusted relationships by serving the needs of customers. This includes a constant commitment to improving the customer service experience, increasing loyalty and surpassing expectations. Toro’s Commercial Business implemented a Voice of the Customer program with a focus on key customer centric metrics. Additionally, Toro used push reporting, alerts and dashboards to assist in deeper analysis by customer segments. Driving Action • Greater than 90% program participation for all North American service channel associates • Established performance criteria for Toro’s Corporate Partners in Excellence and Red Iron Service Certification programs • Developed specific training to improve turnaround time and ease of doing business • Since Toro has high customer satisfaction scores, it initiated a market segmentation project to determine customer satisfaction based on specific markets and service products. The Toro Company Strengthen Leadership Position Through Customer Feedback 28 29
  16. 16. W5 & Gas Networks Ireland Improving Customer Engagement through Targeted Complaints Handling “W5 through Confirmit enabled us to capture how our customers felt, and provided key insights so that we could focus on improvements our customers could really benefit from. The positive trend in our results encourages continuous pursuit of excellence.” Marie Lyster Customer Experience Manager at Gas Networks Ireland Gas Networks Ireland’s core purpose is to ensure all gas customers receive a safe, efficient and secure supply of gas 24hrs a day 365 days a year. They own, operate, build and maintain the natural gas network and connect all customers to the network. Working with research agency W5, using Confirmit, GNI focussed on reducing customer dissatisfaction when they had cause to complain. These customers were surveyed to assess levels of satisfaction, loyalty and effort involved in the GNI complaints process. Key pain points emerged through analysis which gave GNI sight of areas to focus on driving improvements. As a result, GNI enhanced its complaints procedure including developing a ‘customer advocate’ role to manage complaints and provide a key point of contact for their customers. Project Highlights • Consistent improvement in core metrics achieved through the program • The true Voice of the Customer was incorporated through the analysis of customer verbatim • A customer advocate is now responsible for dealing with any dissatisfied customer, ensuring personal customer engagement. “W5 through Confirmit enabled us to capture how our customers felt, and provided key insights so that we could focus on improvements our customers could really benefit from. The positive trend in our results encourages continuous pursuit of excellence.” Marie Lyster Customer Experience Manager at Gas Networks Ireland 30 31
  17. 17. Copyright © 2015 Confirmit. All rights reserved. Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo. Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, RONIN, Sony Mobile Communications, Swisscom, and The Wellcome Trust. *All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.

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