SOURCE: ShoreTel


March 17, 2010 08:00 ET

ShoreTel Receives 2009 MarketTools CustomerSat Achievement in Customer Excellence (ACE) Award

Prestigious Award Recognizes Leaders in Using Enterprise Feedback Management (EFM) to Increase Customer Satisfaction and Improve Business Results

SUNNYVALE, CA--(Marketwire - March 17, 2010) -  ShoreTel® (NASDAQ: SHOR), the leading provider of brilliantly simple IP phone systems with fully integrated Unified Communications (UC), today announced that it has won seven 2009 MarketTools CustomerSat Achievement in Customer Excellence (ACE) Awards. This is the third year in a row that ShoreTel has received at least two of these awards. These accolades demonstrate ShoreTel's long-standing commitment to delivering unmatched customer service and satisfaction to its global customer base.

The MarketTools CustomerSat ACE Award certifies, acknowledges, and celebrates outstanding achievement in customer satisfaction. Receiving a MarketTools CustomerSat ACE Award is a distinct honor that demonstrates the recipient's rigorous application of customer feedback processes and its outstanding performance as measured by those processes. Only a small percentage of MarketTools' clients, already a select group highly committed to customer satisfaction, qualify for the award.

ShoreTel earned ACE Awards based on its customer feedback at world-class levels within seven areas: Overall Satisfaction of ShoreTel; Overall Satisfaction with the ShoreTel UC System; Overall Satisfaction with Training; Overall Satisfaction with Technical Ability from both a new customer and ongoing customer perspective; Overall Satisfaction with Technical Support; and Overall Satisfaction with Implementation.

"We are honored to have been awarded MarketTools CustomerSat ACE Awards for three years in a row. The MarketTools CustomerSat ACE Award is a testament to our commitment in delivering the best customer experience possible," said Walter Weisner, Vice President of Global Services at ShoreTel. "Customer satisfaction is an obsession at ShoreTel. We measure performance daily and provide incentives to both employees and our partners to ensure every customer is a delighted customer. These awards are confirmation of how much we value and focus on the customer experience."

"High customer satisfaction levels are tightly linked to increased revenue and long-term profitability," said Scott Arnold, president and CEO of MarketTools, Inc. "We are delighted to recognize ShoreTel for its commitment to achieving the highest levels of customer satisfaction, and we are proud that they rely on the MarketTools CustomerSat enterprise feedback management solution as a critical component of their customer satisfaction initiatives."

About the MarketTools CustomerSat ACE Awards
Established in 2005, the MarketTools CustomerSat ACE Awards program recognizes outstanding achievement in customer satisfaction. To be eligible for a MarketTools CustomerSat ACE Award, clients must complete an application form and have conducted one or more customer satisfaction surveys during the calendar year for which the award is given. Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period during the calendar year. The customer 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 customers or representative sampling with specified minimum confidence levels and maximum margins of error.

About ShoreTel
ShoreTel, Inc., (NASDAQ: SHOR) is the provider of brilliantly simple Unified Communications (UC) solutions based on its award-winning IP business phone system. We offer organizations of all sizes integrated, voice, video, data, and mobile communications on an open, distributed IP architecture that helps significantly reduce the complexity and costs typically associated with other solutions. The feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and use. Increasingly, companies around the world are finding a competitive edge by replacing business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business communication. ShoreTel is based in Sunnyvale, California, and has regional offices in Austin, Texas, United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit

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' premier portfolio of technology-based insight brands includes CustomerSat™,™, TrueSample®, Zoomerang®, ZoomPanel® and ZoomPanel Tech™.

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

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Contact Information

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