Customers & Case Studies for EFM, CustomerSat and Market Research

MarketTools CustomerSat Case Studies

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Canon USA

Canon U.S.A. uses CustomerSat to gain a competitive edge by delivering a superior customer experience.

Decreased number of unresolved customer issues by 10%

15% increase in resolved customer issues

Response to customer feedback led to “Reader’s Choice Award” four years in a row

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SimplexGrinnell

SimplexGrinnell increased its primary satisfaction indicator by 210% with MarketTools CustomerSat.

Able to easily monitor more than 10,000 customer satisfaction ratings

Use Action Management to identify issues and respond immediately

Daily surveys accessible by 150 local offices for follow-up

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CareFusion

With MarketTools CustomerSat, CareFusion gathers feedback at every service touchpoint to improve business results.

Improved overall customer satisfaction by 20 percentage points

Elevated overall customer satisfaction to more than 90%

Improved timeliness of resolution by 15%

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ILOG

ILOG, an IBM company, drives higher win rates with MarketTools CustomerSat.

Win/loss program led to marked improvement in win rate

Use Win/loss insights to guide product maps

Gained insights for a more effective allocation of sales resources

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Featured MarketTools Customers

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Key Steps to Designing Your Customer Satisfaction Program

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2009 ACE Award Winners Announced

MarketTools announces thirty-five winners of the 2009 MarketTools CustomerSat Achievement in Customer Excellence (ACE) Award. Winners include 21st Century Insurance, Actuate, ADT Security Services…

“We increased our primary satisfaction indicator by 210% since we started with MarketTools CustomerSat.”

SimplexGrinnell

"MarketTools CustomerSat is a complete solution, and yet very user-friendly. I can’t tell you how thrilled we are with the interface, the account management tools, and most importantly, the results. It’s easy to use, and it really delivers.”

Cathleen Combs

Canon USA