MarketTools, Inc., the leader in software and services for enterprise feedback management (EFM) and market research, has been recognized as a “Hot” vendor in the 2011 Value Index for Customer Experience Management: Customer Feedback Management report. The Value Index report, compiled by Ventana Research, a benchmark research and advisory services firm, recognizes MarketTools for outstanding achievement in the seven categories evaluated in the Index. Ventana assessed five product-related categories including the usability, manageability, reliability, capability and adaptability of the MarketTools solution, and the two customer assurance categories of vendor validation and total cost of ownership/return on investment (TCO/ROI).
“We are committed to helping companies gain the insights they need to positively affect customer loyalty and value,” said Scott Arnold, President and CEO of MarketTools, Inc. “This recognition by Ventana Research demonstrates that our MarketTools CustomerSat solution delivers what customer-centric companies need to improve the customer experience.”
Ventana Research’s Value Index examined a number of vendor capabilities across numerous channels of customer interactions, ranging from survey development to operations, in order to gain insight into vendors’ voice of the customer and feedback loop methods. The methodology used to produce this Value Index evaluated aspects of product functionality and suitability-to-task, as well as the effectiveness of vendor support for the buying process and customer assurance. The Index, presented graphically as a simple thermometer, and as a precise index percentage, reflects the value offered by a vendor and its products.
About MarketTools® CustomerSat™ Software and Services
MarketTools CustomerSat is a Web-based enterprise feedback management (EFM) solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools EFM consultants are available to help CustomerSat customers get the most out of their investment in EFM, from design of satisfaction programs to advanced analysis of survey results.
Through the use of comprehensive analytic tools, action management technology, and the expert knowledge of customer satisfaction consultants, MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.
About MarketTools, Inc.
MarketTools (markettools.com) is the leading provider of software and services for enterprise feedback management (EFM) and market research. The company is focused on providing leading organizations the actionable customer insights they need to make better business decisions that lead to high-value business impact. As the first company to make online surveys widely available on the Web, MarketTools continues its market- leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. The MarketTools premier portfolio of technology-based insight brands includes CustomerSat™, TrueSample®, Zoomerang®, ZoomPanel® and ZoomPanel Tech™. MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London.