ANDOVER, Mass., Feb. 1, 2012 /PRNewswire/ -- Enterasys Networks, a Siemens Enterprise Communications Company, today announced it has achieved a high Net Promoter Score, or NPS®, of +81 based on input from its global customers in a variety of industries. An NPS that is positive (higher than zero) is considered to be good, while an NPS of more than 50 is rated as excellent. Enterasys, one the fastest growing networking companies in 2011, has a company mantra of: "There is nothing more important than our customers," and a long heritage of service and support as a key company differentiation.
"At Enterasys, it is our goal to earn the right to be considered our customers' trusted advisor and favorite technology solutions partner," said Vala Afshar, Chief Customer Officer at Enterasys. "Our recent Net Promoter Score is validation of our success towards meeting this goal."
Lance Oberlin, Manager of IT at Republic Steel echoes the sentiment of many customers when it comes to Enterasys support. According to Lance, "99.99% of the time the first person that answers the phone is the product expert who resolves our issue. In short, Enterasys provides us with amazing support. I wish other vendors supported their customers the same way as Enterasys."
At the core of Enterasys' success in delivering world-class services and support is its 100% in-house support center which is staffed by product experts with an average tenure of 13 years. The support center is able to deliver rapid response by leveraging best in class customer relationship management tools that enable multi-channel contact and collaboration efficiencies. Faster service delivery results in increased network availability translating into higher customer satisfaction. The combination of in-sourced support with extensive experience has resulted in Enterasys achieving an overall customer satisfaction rate of 97 percent and a first-person resolution rate of 94 percent, each of which significantly exceeds industry averages.
Enterasys customers also benefit from the simplicity of the company's OneFabric architecture, which allows enterprises to provision the network end-to-end, from the data center to the mobile edge, with consistent performance and enhanced security for business-critical applications, all managed from a single pane of glass.
What customers are saying about Enterasys services and support
"One of the main benefits of selling the Enterasys product line is their outstanding support. We were told that their support was good and once we began to engage with Enterasys we found their support to be excellent."
- Doug Hanson, President of Evolve Technologies
"The Enterasys Support Team has consistently exceeded our expectations and we consider their support services to be the best in the IT market."
- Thayer Ramahi, Information Technology Director at Grand Cache Coal.
"Enterasys' technical support is amazing. Whenever I call for support, I gain fast access to knowledgeable engineers who really care about getting the issue resolved and being thorough about it."
- Rob Solomon, IT Manager at Carbonite
About Enterasys Networks and Siemens Enterprise Communications
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including voice, network infrastructure and security solutions that use open, standards-based unified communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organizations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company's OpenPath® commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. Jointly owned by The Gores Group and Siemens AG, Siemens Enterprise Communications includes Cycos and Enterasys Networks. For more information about Siemens Enterprise Communications or Enterasys please visit www.siemens-enterprise.com or www.enterasys.com.
About Net Promoter:
The Net Promoter Score (NPS®) is based on customers' likelihood to recommend a company's product or service to a friend. NPS is calculated as the percentage of customers who are brand Promoters, minus the percentage who are brand Detractors. http://www.netpromoter.com/np/index.jsp Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
SOURCE Enterasys Networks