Onva Digital News Release

Highlights include sophisticated Automated Comment Tagging and Categorisation as well as powerful Social Media Special Offer Sharing 

Satmetrix®, the Net Promoter® software company, today announced state-of-the-art enhancements to its Net Promoter in the Cloud customer experience management software products. This latest and most feature-rich release yet empowers businesses to more effectively identify and recover detractors to reduce customer churn; easily mobilise promoters through social media with special offers and incentives to generate new customers; and obtain more powerful insights to hold managers and their employees accountable for improving loyalty.

“With these new and enhanced features businesses are receiving baked-in best practices to help them build a successful customer experience using Net Promoter,” said Richard Owen, president and CEO of Satmetrix. “As a result, they will be able to easily and quickly focus resources on activities that will improve their Net Promoter Score (NPS®) and achieve real business results.”

Major advances in the new release include:

• Mobilise Promoters – Satmetrix’s new feature of mobilising Promoters enables businesses to generate new customer leads by inviting their promoters to easily post a link to a page with a special offer and/or coupon and share it with friends and colleagues from their Facebook, Twitter and LinkedIn account.
• Text Analytics – The automated comment tagging engine, automatically categorises survey comments with themes and sentiments after surveys are submitted, eliminating the need for time-consuming manual tagging. This advancement allows companies to understand and examine in real-time what customers are saying in order to take immediate action. It is available in eight European languages.
• Role-based Alerts – New alerting enhancements allow businesses to automatically route critical customer data across their enterprise to the right person to close the loop faster and more effectively.
• Business View for Managers – With this new report managers get a full view of their customer experience efforts with an executive summary that displays results and trends against targets, answers key questions and governs accountability for each reporting area.
• Performance Scorecard for Key Accounts – A single view report of survey response rates and NPS for account managers or executives to understand account health and risk and drive action. Reports can be grouped by account or survey and exported to a PDF or PowerPoint during the survey wave or renewal cycle.
• CRM Connect – Within their CRM systems, users of salesforce.com and Oracle CRM On Demand can get a 360 degree look at critical customer experience data by contact, account, region and more by adding links to Xperience charts, dashboards and customer feedback.
• Other features include Multi-Modal Survey Enhancements and Multi-Language Operating System support for PowerPoint and Outlook plug-ins.

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About Satmetrix

Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the industry-leading Net Promoter^® methodology, its applications deliver full process support to help companies reduce customer churn, mobilise loyal promoters, generate more powerful insights and drive customer obsession through accountability. With experience on more than 700 deployments in 40 languages, Satmetrix has the knowledge to accelerate the success of customer experience efforts using Net Promoter. Satmetrix is headquartered in San Mateo, Calif. with offices in London, New York, Paris and India.

www.satmetrix.com

Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.

Cloud-based subscription software enables small-to-medium-sized companies and departmental buyers to see benefits within weeks

London. – Dec. 8, 2011 – Satmetrix, the Net Promoter^® software company, has brought its best practice customer experience technology within the reach of every business with the launch today of NPS® Go! and NPS® Go+, the latest additions to its Net Promoter in the Cloud software applications. Fast and powerful, the NPS Go product editions make it easy for businesses of all sizes to do the four things they need to do to build a successful customer experience using Net Promoter: reduce customer churn, mobilise loyal promoters, generate more powerful insights and drive customer obsession through accountability.

“NPS Go provides the fastest path to Net Promoter System value for companies of all sizes,” said Richard Owen, President & CEO of Satmetrix. “With our built-in templates and proven processes, any small or medium-size business can easily and quickly design their survey, get reliable customer feedback and take immediate action in just days to improve their businesses’ Net Promoter Score – and customer experience – over time.”

Benefits of both NPS Go! and NPS Go+ for small-to-medium-sized businesses include:

• Survey Design to Customer Feedback in a matter of days – best-practice question libraries, proven survey design templates and time-tested email communication processes to obtain reliable customer feedback
• Mobilising Promoters – seamless transition to nurture promoters to generate positive word of mouth via social media as well as traditional marketing methods
• Alerts and Action Planning – real-time alerts integrated and pushed to key employees via Microsoft Outlook to rescue detractors and drive accountability across the organisation
• Charts, Dashboards and Push Reports – easy to use interactive charts, dashboards and automated “push” reports to understand and take action on the current state of your businesses’ customer loyalty.
• Flexible Survey Configuration – built-in Net Promoter methodology and survey expertise to easily create surveys that fit with your programme needs and corporate brand.
• Easy-to-use Administrative Tools – a range of powerful tools that streamline programme management enterprise-wide.

NPS Go! available on a free trial basis

Satmetrix now offers a free trial of NPS Go! to qualified companies. This will enable companies to have an active programme in a matter of days and therefore establish a clear business case for continuing. The cloud-based subscription model means that all the benefits of a ‘customer obsession’ programme are then available for a modest fee per month. Companies that start with NPS Go! can upgrade to NPS Go+ at any time.

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About Satmetrix

Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the industry-leading Net Promoter^® methodology, its applications deliver full process support to help companies reduce customer churn, mobilise loyal promoters, generate more powerful insights and drive customer obsession through accountability. With experience on more than 700 deployments in 40 languages, Satmetrix has the knowledge to accelerate the success of customer experience efforts using Net Promoter. Satmetrix is headquartered in San Mateo, Calif. with offices in London, New York, Paris and India.

www.satmetrix.com

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.