VANCOUVER, July 28 /CNW/ - ResponseTek, the leading provider of on-demand
Customer Experience Management (CEM) solutions, today introduced new Net
Promoter(R) functionality, providing its clients the ability to use the
popular customer advocacy methodology to continuously improve customer
experience delivery at the operational level.
ResponseTek:CEM transforms customer feedback about their experiences with
companies into business intelligence, providing customer-centric organizations
a simple, powerful business intelligence software platform to review, share
and act on the voice of the customer. With its Summer 08 release, ResponseTek
has integrated the Net Promoter method of measuring customer satisfaction and
loyalty into its core analytics and reporting system, allowing its clients to
measure, report on and analyze Net Promoter scores across all customer touch
points and transactions.
"With its growth in credibility, we knew it was important to allow our
clients track Net Promoter scores alongside the full array of customer
feedback metrics," said Gord Elder, product management director. "At the same
time, there's inherent value in being able to see the Net Promoter score for a
specific region, or product, even agent. We see this as the logical evolution
of Net Promoter, and a great way to see its impact in an organization as a
driver of customer-centric behavior."
Net Promoter, or NPS(R), is a type of survey question and scoring
methodology used in psychometric research on customer loyalty. The question
asked in Net Promoter research is often based on the likelihood of the
customer to recommend the company to friends and family, and has been as an
indicator of customer advocacy, and market performance. Net Promoter has been
called 'the ultimate question'.
"The ability to measure customer loyalty is complicated by the fact it
includes both rational and emotional perspectives. The ability to capture
customer feedback through careful chosen questions on an ongoing basis can go
a long way to overcoming this as well as providing insight on the customer
experience and an effective customer pulse check. Murmurs to this pulse can
then trigger remedial action to improve satisfaction and maintain loyalty,"
said Jim Davies, Research Director for Gartner.
Many large multinational corporations now use Net Promoter as a method of
gauging customer loyalty, and while its validity as a predictor of business
performance has been heavily scrutinized in the market research and customer
management sectors, it has been highly regarded as having contributed to
heightened awareness of the importance of managing customer experiences.
The Summer 08 Release of ResponseTek:CEM also introduces a series of
enhancements to the software platform's workflow capabilities. Action
management is now more customer-centric and flexible, allowing users to create
and manage actions within the software by customer, making it easier to drive
continuous improvement and customer resolution throughout the organization.
Alerts about at-risk customers are now automatically assigned to specific
users for resolution in real-time, adding transparency to issue resolution
processes and driving employee follow-up on customer escalations.
ResponseTek releases new product functionality on a quarterly basis to
its users. For more information on ResponseTek:CEM and its Summer 08 release,
call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll
ResponseTek is the leader in on-demand Customer Experience Management
(CEM) solutions, transforming the voice of the customer into actionable
business intelligence. ResponseTek provides its groundbreaking CEM solutions
to Global 1000 corporations, including Aon, HSBC, lastminute.com, and Xerox.
ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto,
Canada and London, UK.
Net Promoter(R) is a registered trademark of Satmetrix Systems, Inc.
NPS(R) is a registered trademark of Bain & Company, Fred Reichheld, and
Satmetrix Systems, Inc.
For further information:
For further information: Media Contact: Colin Stein, Director of
Marketing, (604) 484-2900 x242, firstname.lastname@example.org,