MarketTools, Inc., the leader in software and services for enterprise feedback management (EFM) and market research, today announced that Diebold, Incorporated, a global leader in providing integrated self-service delivery and security systems and services, has selected MarketTools CustomerSat to support its voice of the customer program.
“Customer loyalty is a top priority for the company,” said John M. Deignan, vice president and chief marketing officer, Diebold, Incorporated. “The MarketTools CustomerSat solution is flexible and configurable, providing the tools to take our voice of the customer initiatives to the next level.”
Diebold is using MarketTools CustomerSat to survey its customers to gauge satisfaction with Diebold’s maintenance services. The company also uses MarketTools CustomerSat for its annual global relationship survey program, giving the company deeper insights into what drives long-term customer loyalty. Diebold also uses MarketTools CustomerSat Adaptive Role-based Reporting to deliver customized dashboards that provide detailed customer feedback relevant to employees across the organization. This equips Diebold employees with the market- and role-specific information they need to improve the customer experience.
Diebold collaborated with MarketTools EFM consultants to create a loyalty model that specifically addresses its customers’ unique buying cycles. “We needed a flexible solution that allows our program to evolve,” said Deignan. “The MarketTools CustomerSat technology platform supports our custom model, allowing us to create visual graphics for virtually any variable we choose to analyze.”
“Diebold has demonstrated a real commitment to customer satisfaction and loyalty by making customer loyalty one of its top corporate priorities,” said Justin Schuster, vice president of enterprise products, MarketTools, Inc. “We applaud Diebold’s commitment to the customer experience, and we look forward to helping them exceed their customer loyalty goals.”
About Diebold, Incorporated
Diebold, Incorporated (diebold.com) is a global leader in providing integrated self-service delivery and security systems and services. Diebold employs more than 16,000 associates with representation in nearly 90 countries worldwide and is headquartered in the Canton, Ohio region, USA. Diebold is publicly traded on the New York Stock Exchange under the symbol 'DBD.'
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. 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.
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