Bronto Software Announces Strong Customer Satisfaction Results
Company exceeds clients' expectations with 92% + score
(DURHAM, NC, November 17, 2004 ) - Bronto Software, announced results from customer satisfaction surveys today, highlighting an overall average score of 92% for the past year. Most notable were the scores for attentiveness and professionalism which averaged 96% and 95% respectively. These results demonstrate Bronto' s commitment to high standards in customer service.
"From the very beginning we have been committed to providing superior customer service" said Joe Colopy, President of Bronto Software. "Results and feedback from customer satisfaction surveys have a direct impact on our business, from how we develop the product to how we serve clients".
Bronto sends surveys to customers each quarter asking for feedback on five main subjects: Attentiveness, accuracy and professionalism in customer service and quality and completeness in documentation. Feedback is given on a scale from 1 to 5. Comments are also welcome and Bronto receives many suggestions for product enhancements through this survey which are integrated into the product development cycle as appropriate. Highlights of anonymous customer comments are below.
* "I appreciate your company's dedication to continually improving its product without asking me to pay a fee to upgrade to a "premium service". Your continuous improvement makes it likely that I will remain a long-term customer".
* "Every time I have called or emailed with a question I have a response right away and it is always helpful".
* "I'm still a new customer and I'm quite impressed with the overall system and the customer services. I can actually talk to a person!"
Bronto uses its own application to send the customer satisfaction surveys. The survey is created using Bronto and results are automatically tabulated in downloadable reports. "As a regular user of the application myself, I can relate to customers when they call in with questions" said Danielle Brown of Bronto Support. "I provide technical support but as a user I am also able to provide advice and help improve their overall experience".
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