Announcing TSIA TechBEST Finalists: Citrix, DB Kay & Associates, MARKETii
According to the TSIA Benchmark, customer satisfaction with enterprise software averages 4.2 on a five-point scale (with 1 representing very unsatisfied and 5 representing very satisfied). It is troubling, then, that the satisfaction scores for the 24 categories covered in the TSIA Member Technology Survey range from a low of 3.29 to a high of 3.96—all are under the industry average of 4.2. However, if you look at individual satisfaction scores by vendor, multiple bright spots emerge. In fact, multiple partners received scores above 4.0, with one partner scoring an average of 4.44, well above the industry average of 4.2. The three partners with the highest satisfaction scores are named finalists in the TechBEST Best in Satisfaction Award.
Today at the Technology Services World Conference, I interviewed the TechBEST Best in Satisfaction finalists in the Santa Clara Convention Center theatre to kickoff Technology Services World:
- Citrix. Citrix is transforming how people, businesses, and IT work and collaborate in the cloud era. The Citrix GoTo cloud services portfolio powers mobile workstyles, allowing companies to work with anyone from anywhere. Its GoToTraining product is an easy-to-use online training service that allows you to move your live instructor-led training programs online. Reach more learners, collect real-time feedback, record and store your training sessions and more—all while slashing travel costs. With GoToAssist, companies are able to deliver amazing support experiences and maintain maximum uptime of people, their devices, and apps. GoToAssist seamlessly integrates web collaboration with technical support and remote monitoring tools to remove support complexities, drive efficiencies, and reduce costs. Using all three capabilities together makes it simple for support professionals to identify, ticket, and quickly resolve issues. Citrix also offers other services purpose-built for collaboration and remote access that include GoToMeeting, GoToWebinar, GoToMyPC, Podio, and ShareFile. Learn more at http://www.citrixonline.com.
- DB Kay & Associates. DB Kay & Associates, Inc., helps support organizations create sustainable knowledge programs. The firm consults and trains to drive best practices and sway internal stakeholders, reducing risk and accelerating success. DB Kay provides measurement frameworks that help organizations develop their team members and show value to their executives. They tailor their services to their customers’ specific needs, offering everything from short strategy sessions to hands-on program management. Whatever the engagement, they know they’ve been successful when they’ve transferred knowledge effectively enough that their customers no longer need them! DB Kay customers include Sage, IBM, Carestream, Riverbed, Microsoft, and NetApp. For more information, go to http://www.dbkay.com.
- MARKETii. MARKETii specializes in end-to-end customer satisfaction and service quality assessment and reporting solutions covering event-based and business relationship surveys via telephone and web surveys, along with mystery calling. MARKETii operates in over 25 native languages to over 85 countries. Reporting is via multilayer, real-time web portal and proactive summaries, action items, and recommendations. Advanced reporting comes with the aid of call recording, culture indices, NPS, Strategic Priority Analysis, Service Correlations, and tech support call-reduction analysis. MARKETii works with companies such as Hitachi Data Systems, Ricoh, HP, Extreme Networks, Agilent, and many more. The company has never lost a client since its inception! For more information, go to http://www.MARKETii.com.
Congratulations to each of our finalists, each of whom is clearly doing a great job in meeting and exceeding customer expectations, and creating excellent customer experiences. I will announce the winner of TechBEST Best in Satisfaction during the awards ceremony at Service Revolutions on Wednesday. Stay tuned for details. Thanks for reading!