Onva Digital News Release

• Almost half of companies fail to track social media
• Over half of companies have no way to respond to customers on social media
• B2B desperately lagging behind B2C in social media adoption with 75% not measuring social media

London, May 17, 2012 – New worldwide research published today by Satmetrix®, the Net Promoter® software company, highlights that the majority of organisations of all sizes across B2C and B2B are blind to the opportunities and threats of social media.

Highlights of the Satmetrix worldwide social media study include:

• Businesses are blind to the threats and opportunities of social media
  • 39% have no social media tracking in place at all
  • 51% of B2B have no tracking compared to 22% of B2C companies surveyed
  • 55% of companies ignore customers who provide feedback via social media – by having no process in place to respond
    • This increases to 69% for B2B companies compared to 42% for B2C
  • 67% of companies do not measure or quantify social media – increasing to 75% for B2B companies
    • For those that do have some form of quantification, 56% just count the comments and followers
    • Only 4% have any form of sentiment analysis
  • 60% of businesses do not have an integrated social media strategy (either do nothing, track or follow up only)
  • North America leads the way with 43% of North American companies having a follow up process compared to about 25% in other regions

Earlier this year, Satmetrix announced it will change the way businesses measure and use social media with the first-ever Net Promoter social media measurement solution, Satmetrix® SparkScore™.  The solution applies the same NPS® methodology of recommendation behaviour, which identifies detractors, passives and promoters of a brand, to social media sentiment.  With SparkScore, businesses will be able to measure the fluid and unstructured comments and opinions made about their brands online using Net Promoter, the widely-embraced customer loyalty metric and business practice that drives profitable growth.

In the upcoming weeks and months, Satmetrix will be releasing a series of SparkScore solutions. The first, free edition, is currently live in beta version and a limited number of invited customers have been given access. It is scheduled to launch at the Net Promoter Conference in London in June and will measure SparkScores of major brands across select industries. Using Metavana’s rigorous and reliable sentiment engine, SparkScore will analyse the fluid and unstructured comments made about brands across social media sites (Facebook, Twitter, and more), as well as reviews discussion sites and applicable private customer forums, and assign a SparkScore to each brand. Companies will be able to access their overall SparkScore and compare it to their industry’s benchmark and best and worst scores on a weekly basis.

Following this first release, Satmetrix will be embedding its SparkScore solutions into its Net Promoter in the Cloud software applications to enable companies to generate more powerful social media insights and drive action across their organisations to increase business results.

For media wishing to arrange an early look at the free SparkScore site before global launch in June, please contact Matt Manners. Details below.

The research was carried out in January 2012 with community members of www.netpromoter.com. The results are based on 1180 responses from businesses around the globe.

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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 47 languages and serving clients in more than 50 countries, 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.

Dell, Virgin Media, Nokia, ING and others showcase business improvements and insights from their Net Promoter programmes

London — May 9, 2012 — Satmetrix, the Net Promoter® Company and the leader in customer experience software, is proud to announce the schedule for its annual European Net Promoter Conference in London – 14-15 June 2012 at the Grange Tower Bridge Hotel.  Pre-conference, Satmetrix is offering two courses: Social NPS workshop on new techniques for CEM programmes in a social media age as well as the only Net Promoter Certification course.

Leading global brands such as Dell, Virgin Media, Nokia, ING, Aviva, Symantec, Thomson Reuters, Life Financial and Colt have already signed up to present and share best practices.

• Dell will be talking about their employee NPS programme and how it has impacted their customer NPS
• Virgin Media will be speaking about how to keep the business focused on the customer whilst improving the bottom line
• Aviva will be showing us how they’re building a differentiated customer experience plus many more case studies

As a result, venue capacity is running out rapidly and a record attendance is expected.

About the 2012 European Net Promoter Conference:

• Delegates can take their Net Promoter knowledge to an entirely new level as some of the world’s biggest brands will showcase business improvements by implementing Net Promoter as a discipline
• Keynote addresses from industry gurus Fred Reichheld and Joseph Jaffe, author of Flip the Funnel and Don Peppers, founding partner of Peppers & Rogers Group
• Exclusive interviews, presentations, case studies, press releases, images, blogs and podcasts are available before, during and after the event

For more information on the European Net Promoter Conference 2012, including speakers, dates and registration please visit here.

Exclusive access to loyalty legends

The first 50 people to register before May 15 will receive an invitation to attend an exclusive lunchtime Q&A with Fred Reichheld while the next 50 to register will be invited to the exclusive breakfast Q&A with Joseph Jaffe.

Welcome to Social NPS® – Our Advanced Workshop

Satmetrix is inviting everyone to attend a special pre-conference Social NPS Advanced Workshop on 12-13 June to explore new techniques for customer experience programmes in the Social Media age and to accelerate the NPS knowledge to a new level. This two-day workshop on Social NPS does not require a Net Promoter Associate Certification and will include a half-day introduction on the first day for those not certified. Please visit the website for all pricing details and to register to these events.

Media attendance and publication giveaways

Your free pass

Satmetrix has ensured that there are a number of conference passes reserved for media to attend and will be allocated on a first come, first served basis. This allocation is already running out fast from repeat attendance from 2011. We would be happy to help arrange interviews with key spokespeople, brands and Net Promoter experts.

Competitions for your readers

We have also allocated a number of passes for competition giveaways, a standard pass costs £1345 if you believe your readers would be keen to have a chance to win a pass to the European Net Promoter Conference 2012, please contact Matt Manners to agree to competition details, contact details below.

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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 47 languages and serving clients in more than 50 countries, 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.

• Small and midsize companies (SMBs) lagging behind large businesses in terms of customer experience management (CEM) initiatives
• But 70 percent of large businesses either don’t know/can’t measure the ROI from customer experience management or the ROI is unproven

London, April 17, 2012 – New research published today by Satmetrix®, the Net Promoter® software company, highlights that organisations of all sizes may be missing out on the business benefits of a best practice approach to customer loyalty. In fact, 64 percent of SMBs (revenues of under $150m) rising to 70 percent of larger businesses (revenues of over $150m per annum) either don’t know, can’t measure or can’t prove the return on investment (ROI) from CEM initiatives.

The research also shows that while larger businesses see current customers as their main priority (34 percent), SMBs would rather focus on acquiring new customers (48 percent). And, almost one in five (18 percent) of SMBs have no means of measuring loyalty in place.

Approaches to Customer Experience Management

The research, based on over 1000 responses from companies of all sizes around the world, shows that 16 percent of SMBs have no CEM initiatives in place compared to just five percent of  large companies. Of those that do, 73 percent of SMBs and 58 percent of large businesses have built the CEM systems in-house.

The research uncovers a number of other challenges for SMBs when it comes to delivering effective CEM programmes. When asked what they considered the biggest challenge when measuring customer experience, respondents identified a range of issues including:

• 24 percent find it hard to close the loop with customers. This means customers that give feedback may feel ignored, which creates diminished satisfaction since the respondent effort and time was not respected  (21 percent of large businesses)
• 14 percent struggle to get alignment about the right metrics to use (11 percent of large businesses)  – which may be one of the reasons why proving the ROI of CEM is so hard
• 14 percent find it hard to get employees engaged in CEM initiatives (12 percent of large businesses) – this means that improvements that are needed to keep customers loyal may not be properly implemented. Closing the loop with every employee transforms the organisation, creates the ability to pollinate best practices and creates a bond and conversation that engages the customer
• 7 percent have a lack of vision about how CEM will help the company. This doubles to 15 percent for large businesses – perhaps an indication of why the ROI is so hard to assess.

Satmetrix Net Promoter in the Cloud applications provide the fastest path to Net Promoter System value for companies of all sizes

NPS® Go!, NPS® Go+ and Satmetrix Xperience 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.  Vitally, in terms of the issues uncovered by this research, they also enable businesses to link CEM initiatives to key business goals and financial KPIs.

Satmetrix CEM software applications provide a range of benefits to businesses, including:

• 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, combine to enable businesses to implement customer feedback systems very quickly, simply and correctly (quality as well as speed)
• Mobilising Promoters – the software enables businesses  to nurture promoters  and to attract new customers in their network by generating 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 enable companies to rescue detractors and drive accountability across the organisation. This helps to keep employees fully engaged and to drive cross-functional improvements
• Business View(TM) and Scorecards, Charts, Dashboards and Push Reports –a streaming web home page shows scores, trends, action items and comments from all detractors, customised to each employee from the front line to executives. Easy to use interactive charts, dashboards and automated “push” reports helps management to understand and take action on the current state of customer loyalty.  This helps to prove ROI and connect ROI to financial metrics
• Flexible Survey Configuration –enables businesses to benefit from built-in Net Promoter methodology and survey expertise whilst ensuring surveys fit programme needs and the corporate brand.
• Easy-to-use Administrative Tools – simplify and streamline programme management.

For detailed product information click on this link http://www.satmetrix.com/technology/product-editions/

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Solution marries methodology and approach of Net Promoter with social media sentiment classification and rigorous analytics technology to measure online conversations in a meaningful business context

London — Feb. 3, 2012—Satmetrix, the Net Promoter® software company, today announced it will change the way businesses measure and use social media with the first-ever Net Promoter social media measurement solution, Satmetrix SparkScore™. The solution applies the same Net Promoter methodology of recommendation behavior, which identifies Detractors, Passives and Promoters of a brand, to social media sentiment. With SparkScore, businesses will be able to measure the fluid and unstructured comments and opinions made about their brands online using Net Promoter, the widely-embraced customer loyalty metric and business practice that drives profitable growth.

In the upcoming weeks and months Satmetrix will be releasing a series of SparkScore solutions. The first, free edition, which is scheduled to launch towards the end of this month, will measure the SparkScore of major brands across industries. Using a rigorous and reliable sentiment engine from Satmetrix development partner Metavana, SparkScore will analyse comments made about brands across social media sites (Facebook, Twitter and more), as well as reviews, discussion sites and applicable private customer forums, and assign a SparkScore to each brand. Companies will be able to access their overall SparkScore and compare it to their industry’s benchmark and best and worst scores on a daily basis.

Following this first release, Satmetrix will be embedding its SparkScore solutions into its Net Promoter in the Cloud software applications to enable companies to generate more powerful social media insights and drive action across their organisations to increase business results.

For more information about SparkScore and other offerings from Satmetrix, visit www.satmetrix.com.

A full version of the release is attached as a Word document.

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. Satmetrix, the Satmetrix logo, and SparkScore are trademarks of Satmetrix Systems, Inc.

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.