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Multi-channel Confirmit Survey Software to Change the Way Businesses Measure Customer Experiences

Tue, 29 Mar 2005, 16:37:00 EST

Edited by Christopher Simmons

Single platform delivers synergies however customer feedback is gathered

NEW YORK, NY /Send2Press Newswire/ -- FIRM, the world's leading provider of online survey & reporting software, today announced its commitment to deliver its first multi-mode survey solution. With the new Confirmit CAPI (Computer Aided Personal Interviewing) module, organizations will be able to use a single platform for measuring customer experiences for both face-to-face and online surveys.

The CAPI module of Confirmit, due for release later this year, will provide Global 1000 companies measuring customer experience and satisfaction with considerable benefits and synergies as a result of standardizing all their multi-channel survey activities on to one platform.

"Confirmit is known to be the best online survey and reporting software in the industry, providing customers with unparalleled business, competitive and operational benefits. Our vision for Confirmit CAPI is to provide companies the same set of unparalleled benefits when measuring the customer experience in a retail store as well as when measuring it online," explains FIRM's VP of Marketing Kjell Oksendal.

"In addition, businesses can gain a significant competitive advantage from managing all survey and report activities within a single and fully integrated enterprise application that can also empower customers to select their communication channel of choice for providing feedback."

To effectively impact an organization, research studies indicate that customer experience metrics require open channels for feedback and a continuous loop be established from the operational part of an enterprise and throughout its overall practices. Confirmit CAPI will bridge the gap between online and offline customer experience measurement - providing a uniform survey and reporting platform for all survey activities. This will enable business to benefit from more accurate and consistent customer feedback loops.

Oksendal continues, "We believe Confirmit will not only change the way businesses measure customer experiences, but also improve their ability to use and act-upon customer feedback in real-time. This will substantially improve the customer experience and satisfaction because most companies have not yet realized the full power of incorporating customer feedback into their businesses."


About FIRM

Future Information Research Management (FIRM) is the world's leading provider of enterprise survey and reporting software. The company's state of the art web-based software, Confirmit, is used for customer satisfaction surveys and employee satisfaction surveys as well as market research surveys. Results from these studies are instantly made available for key decision makers through Confirmit's bespoke report platform, Reportal.

Confirmit is used by some of the largest market research agencies in the world, in addition to Global 1000 companies. Customers include Accenture, AC Nielsen, Crown Castle, Dow Jones, Egg, Wanadoo, Greenfield Online, Hewlett-Packard, Microsoft, Mori, The NPD Group, Progressive Insurance and Symantec.

FIRM is headquartered in Oslo with offices in London, New York and San Francisco. In addition, Confirmit is distributed through partner resellers in Stockholm, Amsterdam, Sydney and Tokyo.

For further information regarding FIRM and Confirmit, visit www.confirmit.com.

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