MarketTools, Inc., the leader in software and services for enterprise feedback management (EFM) and market research, today announced the latest major release of the company’s flagship EFM solution, MarketTools® CustomerSat™. The new version of MarketTools CustomerSat gives customers a choice of survey authoring tools by integrating with Zoomerang®, MarketTools’ popular online survey solution, enhances the ability to share voice of the customer data across the enterprise, and adds new action management capabilities for taking consistent action to close the loop on customer interactions.
“Integration with Zoomerang was one of the top requests of our CustomerSat customers,” said Lynn Christensen, Chief Development Officer of MarketTools, Inc. “With this integration, CustomerSat customers have the option of using Zoomerang to create surveys quickly and easily, combined with the benefits of CustomerSat’s market-leading analysis, reporting, and action management capabilities.”
New Features of MarketTools® CustomerSat™
The latest release of MarketTools CustomerSat provides new survey options for collecting customer feedback, extends the ability to share voice of the customer data across the enterprise with published PDF reports, enhances MarketTools CustomerSat Adaptive Role-Based Reporting with new visual charts and reports, and adds new action management capabilities for taking consistent action to close the loop on customer interactions.
New Zoomerang Option for Survey Authoring
CustomerSat customers can now use Zoomerang Online Surveys & Polls to collect customer feedback, and import the survey results directly into CustomerSat for advanced analysis, reporting, and action management. By combining the ease of Zoomerang’s self-service survey authoring and deployment with CustomerSat’s deep analytics, reporting, and comprehensive action management capabilities, customers can extend their voice of the customer programs across the enterprise to reach new departments, product lines, and regions.
Current Zoomerang customers who are looking to grow voice of the customer programs with a comprehensive EFM solution are able to purchase CustomerSat and seamlessly import historical Zoomerang data into CustomerSat for analysis and reporting.
Expanded Ability to Share Voice of the Customer Data
The latest release of MarketTools CustomerSat makes it easier to share voice of the customer data across the enterprise by giving users the ability to publish role-based dashboards as PDF documents that can be automatically emailed to them, or anyone they would like to share their dashboards with. Users can receive PDF versions of their own customized dashboards in their email inboxes on a scheduled or ad-hoc basis in order to keep abreast of key metrics.
Enhanced Adaptive Role-Based Reporting
MarketTools CustomerSat Adaptive Role-Based Reporting, the industry’s first hierarchy-aware reporting that provides customized, interactive dashboards tailored to specific roles within an organization, adds the following new features:
• New Key Metrics Scorecard: color-coded heat maps provide visual report cards of performance against company goals to help decision-makers focus on key areas for improvement.
• New Historical Benchmarking: quickly compare performance metrics across departments, divisions, geographies, product lines, etc., against historical benchmark data to understand performance trends across teams and identify areas that require more focus.
• New Stacked Bar Chart: easily compare performance against key metrics and evaluate survey results across segments with new color-coded stacked bar charts.
• Enhanced Key Trends and Comparative Statistics Reports: view performance over time across a greater range of question types to identity trends over time and compare key metrics across segments.
• New Action Management Email Templates
MarketTools CustomerSat now helps customers respond to issues faster with new time-saving action alert email templates that ensure that company brand and policies are presented consistently. By providing templates for action management, organizations can take consistent action more quickly, and close the loop with customers faster, to improve satisfaction and loyalty.
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 Zoomerang
Zoomerang (zoomerang.com) is a fast, easy-to-use and powerful tool to make and send your own online surveys and polls. Millions of people and thousands of businesses, non-profits and educational institutions trust Zoomerang online surveys and polls to gather feedback allowing them to make better decisions with minimal cost and effort. Zoomerang provides customizable survey templates for the most common questions including customer satisfaction, product feedback, and hundreds more.
About MarketTools, Inc.
MarketTools 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.
All trademarks are the property of their respective owners.