Avanquest selects CustomerGauge to measure Loyalty and Voice of Customer
July 07, 2008 (PRLEAP.COM) Technology NewsAmsterdam 7 July 2008. Avanquest Software has purchased CustomerGauge software to measure customer loyalty and understand their experiences through their online purchase and with the product after installation.
CustomerGauge is a hosted software solution from Amsterdam-based Directness BV designed to automatically survey customers and measure loyalty. The results are compatible with the Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement.
CustomerGauge has been integrated with the Avanquest Software online store to improve customer experience in the Online Shop by measuring every transaction, surveying customers in the US and Europe in five languages.
CustomerGauge allows Avanquest to quantify and classify comments, convert free text comments into statistical data, and summarize the "Voice of the Customer" to executives.
"CustomerGauge allows us to monitor customer feedback to the question 'how did we do?' " says Bob McNinch, Managing Director, Web Division, Avanquest. "We have found that through the use of this structured process we have received great feedback from our customers which has helped our marketing to improve communications, ideas for our developers for future products, and have already identified some customer service items to enhance."
Adam Dorrell, Managing Director of Directness says: "We are delighted to work with Avanquest as part of their commitment to customer experience, and help them to measure customer loyalty".
About Avanquest Software
Avanquest Software is one of the world's leading software publishers, marketing up to 1,500 software titles developed in-house or by developer partners via multiple sales channels on three continents – North America, Europe and Asia. Avanquest Software addresses the general public through its Retail, Online and Direct-to-Consumer channels; businesses through the Corporate channel; and key players in mobile telephony and IT through OEM (Original Equipment Manufacturers) licenses. With 650 employees and approximately 200 engineers in Research and Development distributed between France, China and the United States, the company is committed to constant innovation. Listed on Euronext (ISIN FR0004026714) since December 1996, Avanquest Software is part of Eurolist, SBF index 250. Additional information is available at http://www.avanquest.com or http://about.avanquest.com.
CustomerGauge measures loyalty and collects feedback to help companies to understand customer sentiment. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance.
A flash-based tour and self-guided demonstration is available on www.customergauge.com.
Directness BV is a software and consulting company based in Amsterdam, Netherlands. Formed in 2006 by former directors of Sony and Dell, Directness assists major brands to listen, market and sell directly to consumers. For news, product and company information visit www.directness.net or call +31 (0)20 3312425.
*Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld
Note for non-English editors: "Gauge" (pronounced like en-gage) is an instrument for measuring or indicating quantity.
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