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2010 TNS Satisfaction/Loyalty Survey Results Chris Sousa December 2010
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Research Objectives and Design
Example of Verbal Rating Scale Questions Would You Recommend SkillSoft?  Definitely Probably Fairly likely Probably not Definitely not Repurchase/continue to use? Definitely Probably Fairly likely Probably not Definitely not Yes No Yes No ,[object Object],[object Object],[object Object],[object Object]
Example of Numeric Rating Scale Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Solid Performance on Key Loyalty Metrics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Slide 2
Loyalty Questions 2010 Repurchase SkillSoft's Products 98% Slide 3 Key Metric #1 Key Metric #2
Ease of Doing Business (Key Metric #3) Average Score 2009 = 8.1 2010 = 8.3 Slide 4 *  Met or Exceeded Expectations 96% * 96% *
Product Quality (Key Metric #4) Average Score 2009 = 7.8 2010 = 7.9 Slide 5 97% * *  Met or Exceeded Expectations 97% *
Customer Service (Key Metric #5) Average Score 2009 = 8.3 2010 = 8.3 Slide 6 96% * *  Met or Exceeded Expectations 96% *
Comparing Global Survey Results FY’09 through FY’11 Target Zone * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale) Completed Surveys = 643 Slide 7
2010 Results by Territory Target Zone APAC  n=61 EMEA  n=71 North America n=511 Slide 8 Recommend * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale)
Performance Trends FY08 through FY11 Global Survey Results Comparison Table  Slide 11 * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale)   FY08 FY09 FY10 FY11 Customer Service* 95% 93% 96% 96% SkillSoft Referenceability 96% 93% 97% 98% Product Quality* 97% 94% 96% 97% Ease of Doing Business* 96% 94% 96% 96% Willing to Repurchase  93% 93% 92% 97%

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2010 TNS Satisfaction/Loyalty Survey Results

  • 1. 2010 TNS Satisfaction/Loyalty Survey Results Chris Sousa December 2010
  • 2.
  • 3.
  • 4.
  • 5.
  • 6. Loyalty Questions 2010 Repurchase SkillSoft's Products 98% Slide 3 Key Metric #1 Key Metric #2
  • 7. Ease of Doing Business (Key Metric #3) Average Score 2009 = 8.1 2010 = 8.3 Slide 4 * Met or Exceeded Expectations 96% * 96% *
  • 8. Product Quality (Key Metric #4) Average Score 2009 = 7.8 2010 = 7.9 Slide 5 97% * * Met or Exceeded Expectations 97% *
  • 9. Customer Service (Key Metric #5) Average Score 2009 = 8.3 2010 = 8.3 Slide 6 96% * * Met or Exceeded Expectations 96% *
  • 10. Comparing Global Survey Results FY’09 through FY’11 Target Zone * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale) Completed Surveys = 643 Slide 7
  • 11. 2010 Results by Territory Target Zone APAC n=61 EMEA n=71 North America n=511 Slide 8 Recommend * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale)
  • 12. Performance Trends FY08 through FY11 Global Survey Results Comparison Table Slide 11 * Met or Exceeded Expectations (Responses of 5 – 10 on an 11 point scale)   FY08 FY09 FY10 FY11 Customer Service* 95% 93% 96% 96% SkillSoft Referenceability 96% 93% 97% 98% Product Quality* 97% 94% 96% 97% Ease of Doing Business* 96% 94% 96% 96% Willing to Repurchase 93% 93% 92% 97%