CustomerSat Announces Next-Generation Feedback Analytics.

Enterprise 9.0 Easily Turns Customer Feedback Into Advanced Insights

MOUNTAIN VIEW, Calif. -- CustomerSat, Inc., the leader in Enterprise Feedback Management (EFM) solutions that build customer satisfaction and loyalty, today announced the general availability of CustomerSat Enterprise[TM] 9.0. This latest version of Enterprise dramatically improves the ability of organizations to interpret and respond to customer feedback with the ease, speed and depth required in today's competitive environment. Enterprise's new user-designed analytics and reporting provide advanced insights in the way that each organization chooses to describe and characterize its performance. These insights help every function and role in an organization better understand and act on customer feedback.

"Analytic capabilities are a key requirement of any enterprise feedback management application," says Ed Thompson, VP Analyst at Gartner, Inc., the world's leading information technology research and advisory company. "Large organizations require a single application - not only to centralize customer, employee or partner feedback from across the enterprise - but also to yield insights, reveal problems, and highlight opportunities that would not otherwise be apparent."

"The analytic capabilities provided by CustomerSat Enterprise 9.0 are a key component of our 2008 plans for growing deeper relationships with our customers," says Cameron Karr, Senior Director of Worldwide Customer Loyalty at Business Objects. "CustomerSat's configurable analytics and reports segment and dissect real-time data, allowing us to pinpoint issues and address them immediately in order to improve the customer experience." Ms. Karr continues, "Custom metrics on customer intelligence provide our executive team with valuable, quantitative insights which help to drive systematic change within our entire organization."

Create Complex Reports and Charts in a Few Keystrokes

CustomerSat Enterprise 9.0 allows users to define, name, and select Statistics Sets and Question Categories and then quickly create, in a few keystrokes, complex reports and charts that display and compare exactly the metrics important to their enterprise. Statistics Sets can include standard statistics such as mean score, top-box percentages, and NPS, and user-defined statistics such as company-specific definitions of promoters and advocates. Users may define Question Categories for demographic, business outcome, detailed rating, or any other group of questions. Besides ease of use and speed, Statistics Sets and Question Categories provide enterprise-wide consistency in customer feedback reporting.

Advanced reports can be created on-demand simply by selecting Statistics Sets, Question Categories, cross-tab questions or variables (e.g., product line, customer service representative), and business segments (e.g., ...