SHELTON, Conn, June 30, 2014 /PRNewswire/ -- SSI has been awarded a 2014 Confirmit Achievement in Customer Excellence Award and an honorable mention in a second category – Best Use of Feedback Solutions – for its commitment to exceptional customer experience. The accolades demonstrate SSI's long-term commitment to delivering the best customer experience possible. More specifically, it recognizes one of SSI's multi-year tracking studies of over a million people in 20 countries.
"These Confirmit ACE Award honors recognize the value SSI generates as it works in true partnership with its clients," said Michel Guidi, SSI's managing director for Europe and senior vice president of professional services. "Our partnership with Epiphany allows for this specific project to deliver highly customized, engaging and insightful questionnaires and data sets, spanning many countries, languages and categories while exceeding industry standards and flexibility."
The project kicked off in early 2013 and covers three business groups at a large international electronics manufacturer. In total, it includes 12 categories, each divided into multiple product and country combinations.
The questionnaires are designed to be highly customized, engaging and provide insight into consumers' decision journey. It delves into the way consumers research product information and form decisions before purchasing products or services.
"This was a complex project. The decision-making process is a circular journey with four phases: initial consideration; active evaluations, or the process of researching potential purchases; closure, when consumers buy the brand; and post purchase, when consumers experience the product or service," explained Jan Kienhuis, founder of Epiphany. "Only a company with the global scale, capacity and research consultation skills of SSI could successfully support a project of this size and scope. SSI's advice and flawless execution are essential to the project's success. Our clients are delighted with the insights they gain as a result."
"This project exemplifies SSI's ability to deliver large, complex and actionable research," added Guidi. Epiphany is responsible for study design and analysis while SSI provides programming, translations, sample, data delivery and customized formats.
The Confirmit ACE Awards program celebrates outstanding achievement in Voice of the Customer and customer experience. Receiving a Confirmit ACE Award is a distinct honor that demonstrates SSI's rigorous application of customer experience processes and its outstanding performance as measured by those processes.
The Confirmit ACE Award for Best Use of Feedback Solutions recognizes organizations for exceptional use of Confirmit solutions to improve customer experience. Confirmit awards this distinction based on the use of customer feedback processes to capture, analyze and act on their customers feedback.
"These recognitions are testament to our ongoing commitment to deliver the best customer experience possible," said Chris Clarke, chief marketing officer at SSI. "We consider Confirmit an important partner in our company's continued success. At SSI, we place the customer in the center of everything we do, and through a combination of reliability, flexibility, quality and outstanding service, we're passionate about delivering value to our clients."
"SSI is a true leader in customer excellence. Its comprehensive program ensures that customer feedback is fully integrated into the company to improve overall business results," said Henning Hansen, president and CEO of Confirmit. "We are honored that SSI partners with Confirmit for its customer experience initiatives and look forward to continuing to support their program as it continues to evolve."
About the Confirmit ACE Awards
The ACE (Achievement in Customer Excellence) Awards program was established in 2005 to recognize outstanding achievement in customer satisfaction. Receiving a Confirmit ACE Award is a distinct honor that demonstrates both rigorous application of customer feedback processes and outstanding performance as measured by those processes.
Confirmit is the world's leading SaaS vendor for multichannel voice of the customer, employee feedback, and market research applications. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Madrid, Milan, Salvador, Sydney and Tokyo. Confirmit powers Global 5000 companies and market research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis and reporting. Visit www.confirmit.com for more information.
SSI is the premier global provider of sampling, data collection and data analytic solutions for consumer and business-to-business survey research, reaching respondents in 86 countries via Internet, telephone, mobile/wireless and mixed-access offerings. SSI staff operates from 25 offices in 18 countries, offering CATI, questionnaire design consultation, programming and hosting, online custom reporting and data processing. SSI's 3,300 employees serve more than 3,000 clients worldwide. Visit SSI at www.surveysampling.com.
SOURCE SSI (Survey Sampling International)