Improved Score Reflects Success of ESRI's Expanded Technical Support
Redlands, California—June 30, 2009— ESRI's expansion of customer support staff and resources has earned a high customer support rating as measured by the Net Promoter® scoring system. Every year, ESRI Technical Support uses Net Promoter, a customer satisfaction and loyalty metric used to determine the number of current customers who are promoters, passives, or detractors of a given company. ESRI's Net Promoter Score led the commercial software products industry in 2009, improving more than 200 percent over last year.
Many of the enhancements implemented by Technical Support in the last year were based on customer feedback. This feedback was gathered via several means, including active discussions between customers and Technical Support management, a detailed survey that was sent to more than 20,000 customers, and periodic e-surveys conducted after the resolution of technical support incidents. This broad feedback helped the department focus improvements on what mattered most to its users.
One of the most notable changes to Technical Support over the past year has been improved live-analyst availability and response times for customers contacting the department. Through major investments in people, processes, and technology, Technical Support has significantly improved response times while decreasing incident resolution times.
To see ESRI's expanded customer support page and associated user resources, please visit www.esri.com/support.
Since 1969, ESRI has been giving customers around the world the power to think and plan geographically. The market leader in GIS, ESRI software is used in more than 300,000 organizations worldwide including each of the 200 largest cities in the United States, most national governments, more than two-thirds of Fortune 500 companies, and more than 7,000 colleges and universities. ESRI applications, running on more than one million desktops and thousands of Web and enterprise servers, provide the backbone for the world's mapping and spatial analysis. ESRI is the only vendor that provides complete technical solutions for desktop, mobile, server, and Internet platforms. Visit us at http://www.esri.com.
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