SOURCE: Mindshare

November 18, 2008 11:04 ET

Mindshare Technologies Awarded Perfect Score in Vendor Satisfaction

Leading Analyst Firm, DMG Consulting, Reports Mindshare as the Customer Satisfaction Leader

SALT LAKE CITY, UT--(Marketwire - November 18, 2008) - Mindshare Technologies, a leading provider of enterprise feedback management solutions, today announced the company has been ranked as the market leader in overall vendor satisfaction in the "2008 Contact Center Surveying/Feedback and Analytics Market Report" by DMG Consulting LLC, a leading independent advisory firm for the industry.

The DMG report provides in-depth coverage of vendors, products, technology, functionality, trends, benefits, pricing and perception of the 12 leading contact center surveying/enterprise feedback management vendors. It includes a vendor customer satisfaction analysis. Mindshare was the only vendor to score a perfect rating in all categories of the satisfaction study that addressed customer Product/Solution, Implementation, Service & Support, Training, Professional Services and Overall Satisfaction. The vendor customer satisfaction analysis was compiled by surveying customers of each participating vendor. The feedback was collected in two phases including a 15-question online survey and a telephone interview.

"Surveying is an essential activity that should be performed by enterprises of all sizes, as it provides insights into customer satisfaction, loyalty and needs," said Donna Fluss, president of DMG Consulting. "For this reason, we believe that it's essential to survey and interview each vendor's customers when we analyze a market. It is rare that a company earns perfect marks in all categories of the vendor satisfaction analysis. This is an indication that there is a high degree of customer satisfaction with the offering."

"We believe customer service is the most important activity a business can pursue, and this validation confirms that we practice what we preach," said Richard D. Hanks, president of Mindshare. "These findings by DMG Consulting represent a unanimous consensus of the passion and commitment we bring to our clients in helping them use customer feedback tools to improve their bottom line."

DMG's "2008 Contact Center Surveying/Feedback and Analytics Market Report" is the industry's most comprehensive and timely guide to this highly valuable and rapidly growing market. The Report shows that the contact center surveying/feedback and analytics market grew by a resounding 21 percent between 2007 and 2008. This represents the strongest growth ever in this market segment, and DMG expects the trend to continue. Based on sales during the past year, and the momentum carried into 2008, DMG is forecasting 20 percent growth in 2008. According to the Report, the substantial increase in adoption of survey/feedback systems is being driven by the recognition that customer insight and feedback is important to the entire company, not just the contact center.

About DMG Consulting

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. They are a strategic advisor to end users and vendors, large and small and the financial community. Their mission is to help their clients build world-class contact centers by leveraging technology, process and people. They assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. And, they help vendors develop products and services that deliver differentiated innovation and benefits that suit the current and future needs of end users.

DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Contact Center Performance Management, Surveying, Workforce Management, Contact Center Outsourcing and Hosted Contact Center Infrastructure Solutions. DMG Consulting is a leading contributor to contact center, CRM and general business publications around the world. DMG Consulting publishes 2 to 3 articles monthly that are read by over 1 million readers around the globe.

About Mindshare Technologies

Mindshare Technologies' Enterprise Feedback Management solutions help companies improve operational excellence and minimize customer attrition through personal customer involvement. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive enterprise reporting. With Mindshare, companies can determine the type of information they collect, who can access it, and how it is reported. As a hosted system, Mindshare is affordable and flexible, with surveys and reports tailored to fit individual needs. The reports are web-accessible 24/7 or by timed email delivery. Mindshare serves more than 25 different industries in 64 countries, including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations. For information, visit www.mshare.net

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