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ResponseTek Adds NetPromoter Measure
Canadian-based ResponseTek, a provider of customer experience management (CEM) solutions, has introduced new functionality to its software platform to help clients measure customer advocacy and market performance.
ResponseTek says its CEM solution converts customer feedback about their experiences with companies into business intelligence, providing organizations with a software platform from which to review, share and act on the 'voice of the customer'. Its latest release integrates a 'Net Promoter' method for measuring customer satisfaction and loyalty - based on the likelihood of the customer to recommend the company to friends and family - into its core analytics and reporting system.
By integrating this methodology into the firm's existing solution, clients are able to measure, report on and analyze Net Promoter scores across all customer touch points and transactions.
'We knew it was important to allow our clients to track Net Promoter scores alongside the full array of customer feedback metrics,' explained Product Management Director Gord Elderr. 'At the same time, there's inherent value in being able to see the score for a specific region, or product, even agent. This is a great way to see its impact in an organization as a driver of customer-centric behavior.'
ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto and London, UK.
Web site: www.responsetek.com .
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