DMG Consulting names Mindshare customer satisfaction leader

by Editor 11/19/2008 2:48:00 PM
Mindshare Technologies, a leading provider of enterprise feedback management solutions, has announced the company has been ranked as the market leader in overall vendor satisfaction in the "2008 Contact Center Surveying/Feedback and Analytics Market Report" by DMG Consulting LLC, a leading independent advisory firm for the industry.

The DMG report provides in-depth coverage of vendors, products, technology, functionality, trends, benefits, pricing and perception of the 12 leading contact center surveying/enterprise feedback management vendors. It includes a vendor customer satisfaction analysis. Mindshare was the only vendor to score a perfect rating in all categories of the satisfaction study that addressed customer Product/Solution, Implementation, Service & Support, Training, Professional Services and Overall Satisfaction. The vendor customer satisfaction analysis was compiled by surveying customers of each participating vendor. The feedback was collected in two phases including a 15-question online survey and a telephone interview.

"Surveying is an essential activity that should be performed by enterprises of all sizes, as it provides insights into customer satisfaction, loyalty and needs," said Donna Fluss, president of DMG Consulting. "For this reason, we believe that it's essential to survey and interview each vendor's customers when we analyze a market. It is rare that a company earns perfect marks in all categories of the vendor satisfaction analysis. This is an indication that there is a high degree of customer satisfaction with the offering."

"We believe customer service is the most important activity a business can pursue, and this validation confirms that we practice what we preach," said Richard D. Hanks, president of Mindshare. "These findings by DMG Consulting represent a unanimous consensus of the passion and commitment we bring to our clients in helping them use customer feedback tools to improve their bottom line."

DMG's "2008 Contact Center Surveying/Feedback and Analytics Market Report" is the industry's most comprehensive and timely guide to this highly valuable and rapidly growing market. The Report shows that the contact center surveying/feedback and analytics market grew by a resounding 21 percent between 2007 and 2008. This represents the strongest growth ever in this market segment, and DMG expects the trend to continue. Based on sales during the past year, and the momentum carried into 2008, DMG is forecasting 20 percent growth in 2008. According to the Report, the substantial increase in adoption of survey/feedback systems is being driven by the recognition that customer insight and feedback is important to the entire company, not just the contact center.

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