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CenterBeam Customer Satisfaction Ratings Reach All-Time High at 97.4 Percent in 2011

Top Scores Given to CenterBeam's Professionalism, Ability to Understand End Users' Needs and Technical Knowledge

SUNNYVALE, CA -- (Marketwire) -- 01/25/12 -- CenterBeam, Inc., a pioneer in delivering hosted IT services, today announced results of its 2011 customer satisfaction surveys, which showed that overall satisfaction with the company's helpdesk and support services reached an all-time high at 97.4 percent. Of the specific attributes measured, CenterBeam's professionalism, ability to understand end users' needs and technical knowledge ranked the highest, exceeding 99 percent, 98 percent and 98 percent, respectively.

CenterBeam third-party customer satisfaction surveys are conducted by MarketTools, a leading provider of software and services for enterprise feedback management (EFM) and market research. The surveys rated overall satisfaction with CenterBeam's Helpdesk services, as well as eight specific attributes, including "timely resolution of your case," "technical knowledge of specialist," "professionalism of specialist" and "ability to understand your needs." Survey data was further broken down to analyze all cases handled by CenterBeam, including those that required escalation to the client's Tier 2 support staff, as well as cases resolved entirely by CenterBeam's Helpdesk.

"With no cumulative customer satisfaction score falling under 96 percent in 2011, the team at CenterBeam should be extremely proud of their accomplishments," said Josh Eitingon, project manager at MarketTools. "It takes great dedication, pride and constant re-evaluation of processes to maintain -- and improve on -- customer satisfaction results as impressive as what CenterBeam has achieved."

In 2011, overall customer satisfaction with both CenterBeam-resolved cases and those escalated to Tier 2 support improved to 96.5 percent, up from 96.1 percent from the year prior. The greatest increase came from those customers stating they were "very satisfied" with CenterBeam's support services. That category grew 2.23 percent from 88.2 percent in 2010 to 90.3 percent last year. Of that 90.3 percent, approximately two-thirds of respondents gave CenterBeam a perfect score.

Other 2011 highlights include scores higher than 98 percent in a variety of attributes for those cases resolved by CenterBeam alone, including:

  • 99.4 percent - professionalism of specialist (no change from 2010)
  • 98.8 percent - ability to understand customer's needs (up from 98.5 percent in 2010)
  • 98.5 percent - technical knowledge of specialist (up from 98.3 percent in 2010)
  • 98.4 percent - specialist's knowledge of customer's technical environment (up from 98.2 percent in 2010)
  • 98.1 percent - specialist's ability to meet commitments (up from 98 percent in 2010)
  • 98.1 percent - specialist's ability to give customer a clear understanding of next steps (up from 98 percent in 2010)

"While some companies would settle for customer satisfaction ratings in the 90 percent range, we do not. A fundamental tenet of CenterBeam's operational philosophy is continuous improvement, and our commitment to this is clearly visible in not only the cutting-edge technologies we bring to market, but the people and processes we have employed in our Helpdesk and support services," said Anthony C. Hardt, CenterBeam's executive vice president, North American Solution Center and chief customer officer. "Over the last year, we've added incremental processes, improved training and made changes in workflow and communication, which enabled us to bend the curve even further on a set of customer satisfaction ratings that were already among the highest in the industry."

During 2011, CenterBeam used its customer satisfaction data to continually refine its approaches to more proactively recognize and reward excellence of its Helpdesk employees and train for the behavior and knowledge needed to consistently drive an exceptional support experience. For example, CenterBeam began sending "kudos" alerts to all specialists earning "very satisfied" marks for "overall satisfaction" with the handling of a case. In addition, the company initiated weekly team meetings to share new procedures and processes aimed at creating a more personal user experience, which would result in incremental improvements in satisfaction across the helpdesk user base.

For detailed results from CenterBeam's 2011 customer satisfaction survey, please visit http://www.centerbeam.com/helpdesk-satisfaction.

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. MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London. For more information, please visit www.markettools.com.

About CenterBeam
CenterBeam created the world's first multi-tenant hosted exchange solution in conjunction with Microsoft more than a decade ago. Since then, CenterBeam has focused on providing mid-sized businesses with enterprise-class IT management, services and support. CenterBeam differentiates itself through its broad service portfolio, providing a cohesive IT solution no matter where a customer's infrastructure resides -- on premise or in the cloud. Today, the company delivers more than 140,000 daily services in an integrated solution to end users in six continents, across 49 countries. Visit www.centerbeam.com.

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Karen Hayward
CenterBeam, Inc.
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Susan Lehman
Rockpoint Public Relations
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