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MarketTools ACE Awards Program
|Overview||Eligibility||Awards Criteria||FAQs||Application Forms||2011 Winners|
The MarketTools ACE (Achievement in Customer Excellence) Awards program recognizes outstanding achievement in customer satisfaction, employee satisfaction, and partner satisfaction. Receiving a MarketTools ACE Award is a distinct honor that demonstrates both rigorous application of customer feedback processes and outstanding performance as measured by those processes. The MarketTools ACE Award shows the world an organization's effectiveness and success in satisfaction and loyalty.
Thirty-six organizations earned 2011 MarketTools ACE Awards, listed below. Several companies have been recognized with a MarketTools ACE Award three or more times since the program’s inception in 2005. (Multi-year wins are indicated in parentheses after the company name.)
21st Century Insurance and Financial Services (5-time winner)
Actuate (4-time winner)
ADT Security Services, Inc.
Allstate Insurance Company (3-time winner)
American General Life Companies (4-time winner)
Canon U.S.A., Inc.
Cardiac Science Corporation
CareFusion (3-time winner)
Cessna Aircraft Company (3-time winner)
Cobalt, an ADP company (5-time winner)
CyberSource (6-time winner)
Deltek (4-time winner)
HireRight, Inc. (4-time winner)
Infor (3-time winner)
Intuit Financial Services (6-time winner)
MAKO Surgical Corp.
Newmarket International, Inc. (5-time winner)
Quest Software, Inc.
Roche Diagnostics Canada
Roche Diagnostics Corporation
ShoreTel (4-time winner)
Siemens Healthcare Diagnostics
Siemens Industry, Inc. (3-time winner)
SimplexGrinnell, a Tyco International company (3-time winner)
Toshiba (4-time winner)
Ventana Medical Systems, Inc.
Waters Corporation (4-time winner)
Wind River Systems (3-time winner)
2011 MarketTools ACE Awards for Best Use of EFM
In addition to the annual MarketTools ACE Awards, this year MarketTools introduced the MarketTools ACE Awards for Best Use of EFM to recognize the organizations that best use their enterprise feedback management (EFM) solution to increase customer satisfaction, partner satisfaction, and/or employee satisfaction, contributing to positive business results. The Best Use of EFM awards were added to this year’s MarketTools ACE Awards program, now in its sixth year, to recognize the highest levels of achievement in using EFM to effect positive business results.
The following companies are the winners of the 2011 MarketTools ACE Awards for Best Use of EFM:
American General Life Companies
Best Use of EFM in the Contact Center
Best Use of EFM for Voice of the Customer
Canon U.S.A., Inc.
Best Use of EFM for Voice of the Employee
Best Use of EFM for Voice of the Partner
Best Use of EFM Across the Enterprise
Best Use of EFM to Drive Overall Business Impact
The submissions for the MarketTools ACE Awards for Best Use of EFM for Voice of the Customer and Best Use of EFM in the Contact Center were so strong that MarketTools also announced two finalists in each of these two categories.
Finalist, Best Use of EFM for Voice of the Customer:
• 21st Century Insurance and Financial Services
Finalist, Best Use of EFM in the Contact Center:
• Cobalt, an ADP Company
About the MarketTools ACE Awards
Established in 2005, the MarketTools ACE Awards program recognizes outstanding achievement in partner, employee and customer satisfaction. To be eligible for a 2011 MarketTools ACE Award, clients must have conducted one or more surveys to assess customer satisfaction between October 1, 2009 and September 30, 2010, and complete an application form. Qualifying performance is determined by a combination of satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period during the eligibility period. The enterprise feedback on which awards are based must be representative of the entire business, business unit or business segment to which the award applies. MarketTools ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable. Surveys may use either a census of the target audience or representative sampling with specified minimum confidence levels and maximum margins of error. The ACE Awards for Best Use of EFM acknowledge MarketTools ACE Award winners who have used their partner, employee or customer feedback solution to achieve results that have benefited their business. The award categories include: Best Use of EFM for Voice of the Customer, Best Use of EFM for Voice of the Employee, Best Use of EFM for Voice of the Partner, Best Use of EFM Across the Enterprise, Best Use of EFM to Drive Overall Business Impact, and Best Use of EFM in the Contact Center.
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