costumer satisfaction report ... ya it's positive
CustomerCast Subscriber Satisfaction System Proves a Powerful
Competitive
Advantage for Excite@Home
Global Media Giant Leverages CustomerCast SatCast to Maintain Ranking
As Leader in Customer Satisfaction Among Internet Service Providers
MOUNTAIN VIEW, Calif., Nov. 18 /PRNewswire/ -- CustomerCast, the leading
provider of eCustomerSatisfaction(TM) and Loyalty systems, announced that
according to a recent study, Excite@Home ranked highest in customer
satisfaction among Internet Service Providers (ISPs). Customer satisfaction
among ISPs was measured for home users, and Excite@Home received a score of
96% satisfied versus other ISPs who on average scored 83% satisfied.
Since 1997, Excite@Home has leveraged CustomerCast SatCast to capture
customer feedback from its subscriber base. The CustomerCast system is used
throughout the company to provide common customer satisfaction metrics and a
common customer meta language to facilitate the consolidation and synthesis of
@Home subscriber satisfaction data. Since using the CustomerCast system,
Excite@Home has leveraged customer intelligence from both customer
satisfaction surveys as well as internal customer relationship management
systems to continually improve the @Home subscriber experience. By using this
system throughout the company and among all @Home cable affiliates, efforts
across the organization are focused on one common goal -- increasing
subscriber satisfaction and loyalty.
"With the CustomerCast subscriber satisfaction system, Excite@Home
continuously identifies and shares best practices across markets -- resulting
in the @Home service being rated as the highest in customer satisfaction among
Internet Service Providers," said Kim Aldrich, Director of Premium Services
and Advanced Products, @Home Division, Excite@Home. "Prior to working with
CustomerCast, Excite@Home had no way to tie customer feedback to actionable
programs and only limited means for sharing this information with our cable
affiliates. With CustomerCast SatCast, we now have a system that provides
detailed, rational and specific market data which allows us to continually
refine and improve our processes and overall service."
"Strong customer satisfaction and retention are critical to success in the
Digital Economy," said Adam Grosser, president of Subscriber Networks for
Excite@Home. "By working with CustomerCast, Excite@Home has implemented a
leading-edge, executive management system that tracks key customer
satisfaction metrics in real time via the Web. This system provides me and my
team with the kind of actionable customer information we need to continue to
increase customer loyalty and focus our efforts in the right areas of our
business."
About the Excite@Home SatCast Solution
The goal of the SatCast program for Excite@Home was to measure subscriber
satisfaction with the @Home service to ensure that customer expectations were
being met or surpassed.
CustomerCast worked closely with Excite@Home on the survey design and
implemented an automated, email-based delivery and collection system.
Customized surveys were developed for multiple markets represented by @Home's
North American cable affiliates. In addition, surveys were tailored to sample
satisfaction across three different segments of the @Home subscriber base:
1-month, 6-month, and 12-month subscribers.
As subscribers respond, Excite@Home receives instant, online access to the
feedback in a variety of usable graphic formats. Reports are consolidated
across the entire distribution channel so all markets have an accurate picture
of the customer experience on an aggregate, market-by-market and individual
customer level. With SatCast, highly complex data is simply displayed in
easy-to-understand charts that invite the eye to analyze and compare.
Color-coding clearly indicates critical issues and areas of success at a
glance. And, with Web-based, real-time reporting, trends can be monitored
continually as the survey responses stream in.
"CustomerCast SatCast makes frequent surveying, analysis, and reporting of
customer feedback possible and practical," said Aldrich. "Typically,
delivering custom satisfaction results every quarter would be no easy matter.
In fact, it might be impossible, and cost prohibitive, without the discipline
and automation CustomerCast applies to the task. With SatCast, we were able
to implement a tailored, fully automated, customer satisfaction program which
not only allows Excite@Home executives to regularly tap critical customer
feedback, but offers the flexibility to present custom regional data to the
cable affiliates who carry the @Home service."
To meet the information needs of the many Excite@Home constituents
-- including the board of directors, executive staff, marketing department,
customer care organization, public relations group, investor relations, plus
the cable affiliates -- CustomerCast developed an easy-to-use, Web-based
reporting site which allows various users to access only the information they
need. With the CustomerCast SatCast system, diverse consumers of the
information can view results from any perspective they need: by cable
affiliate; by customer segment (all one-month customers, for example); by
demographic group; even by market. Results can be compared in any way the
consumer of the information finds useful-even searched to answer specific
questions -- all with the click of a mouse.
"Having CustomerCast SatCast provided through a real-time reporting Web
site makes the data available from any Internet connection. The graphic
displays allow us to look at data in a variety of pre-analyzed formats.
CustomerCast systems provide the option to select different types and levels
of analysis. Any reporting Web site can be customized to show different
samples or data streams. This allows us to provide executives a high-level
overview and to give others in the organization just the data they need.
CustomerCast has been very responsive in meeting our reporting requirements,"
added Aldrich.
Hi Philip. good to see you in ATHM.
Best to all
Bob
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