Consumer Contact ULC Becomes First Net Promoter(R) Loyalty Partner in Canada

    TORONTO, April 2 /CNW/ - Consumer Contact ULC announced today that it has
become a Net Promoter(R) Loyalty Partner, enabling the company to provide
clients with certified Net Promoter(R) measurement and tracking metrics.
    "We are very excited to become the first Net Promoter(R) Loyalty Partner
in Canada," said Derek Bildfell, President of Consumer Contact ULC. "As one of
the largest research data collection companies in North America, this will
allow us to provide best practices in data collection to those companies truly
committed to measuring and tracking customer loyalty. We've been implementing
data collection and reporting projects for over 38 years. In the past 12 years
we've developed deep expertise in interviewing our clients' customers on their
behalf, so this is an ideal opportunity to leverage our telephone data
collection experience with the industry-standard Net Promoter(R) methodology."
    Net Promoter(R) was co-developed by business author Fred Reichheld,
management consultancy Bain & Company, and customer experience software
provider Satmetrix. John Abraham, General Manager of Net Promoter(R) Programs
at Satmetrix added, "We are very pleased to welcome Consumer Contact as a Net
Promoter(R) Loyalty Partner. With their expertise in managing telephone-based
customer loyalty programs, Consumer Contact will be a valuable addition to the
network of companies that partner with us to implement Net Promoter(R)
    Consumer Contact sees this partnership as an important step in its
continued growth. "Every company's most important asset is their customer
equity," said Bildfell. "Understanding what drives customer loyalty is even
more important during a recession when companies are searching for
opportunities to stabilize and grow their enterprise. Net Promoter(R) is a
valuable tool that companies can use to understand and leverage the equity
within their customer set."
    The partners are online at and
More information on Net Promoter(R) is available at

    About Consumer Contact ULC

    Consumer Contact conducts over 1 million customer loyalty interviews a
year and is driven by a passion for quality based on nearly 38 years of
experience. Consumer Contact has the well-earned reputation as being the
company that can handle the largest, most complex research projects. The North
American based company has five call centers and 450 stations. Industry
leading interviewer training and quality control, combined with Client Project
Teams and easily accessible off-site monitoring, guarantees the highest of
quality standards. Consumer Contact specializes in continuous tracking,
customer satisfaction and business to business research.

    About Net Promoter

    Net Promoter(R) is both a loyalty metric and a discipline for using
customer feedback to fuel profitable growth. Developed by Fred Reichheld,
Satmetrix, and Bain & Company, the concept was first popularized through
Reichheld's book The Ultimate Question, and has since been embraced by leading
companies worldwide as the standard for measuring and improving customer
loyalty. The Net Promoter Score, or NPS(R), is a loyalty metric that is based
on customers' likelihood to recommend the company's product or service. NPS(R)
is calculated as the percentage of customers who are Promoters, minus the
percentage who are Detractors. More information is available at

    About Satmetrix

    Satmetrix, the Net Promoter Company, delivers customer experience
programs that increase retention, repurchase and referrals. Satmetrix combines
innovative technology and proven expertise to mobilize organizations to act on
customer feedback at every touch point. While most programs focus on measuring
satisfaction, Satmetrix focuses on creating loyal customers by delivering
real-time customer feedback to every employee, developing business processes
that create a differentiated customer experience, and identifying key areas
for improvement. For more information, visit, or call
1-888-800-2313 in the US or +44 (0) 845-371-1040 in Europe. Net Promoter, NPS,
and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain &
Company, and Fred Reichheld.

For further information:

For further information: Derek Bildfell, President, Consumer Contact,
(416) 493-6111

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