Confirmit Honors the 2013 ACE Award Winners for Best Use of Feedback Solutions

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Outstanding Achievement by 21st Century Insurance, Akamai Technologies, Best Buy, Citicorp Customer Services SL, Farmers Insurance and Siemens Industry, Inc.

Confirmit, the leading global software provider for Customer Experience, Employee Engagement and Market Research, today announced the winners of the 2013 Confirmit ACE (Achievement in Customer Excellence) Awards for Best Use of Feedback Solutions, recognizing the organizations that best use its feedback (EFM) solutions to drive positive business results. The Best Use of Feedback Solutions Awards are presented in addition to the annual Confirmit ACE Awards to recognize the highest levels of achievement in using a feedback solution to generate positive organizational change, enhance business processes and/or boost business returns.

The following companies are the winners of the 2013 Confirmit ACE Awards for Best Use of Feedback Solutions:

  •     Siemens Industry Inc., Building Technologies Division

Winner, Best Use of Feedback Solutions for Voice of the Customer, acknowledging the organization that best uses its feedback solution to capture, analyze and respond to customer feedback to improve the customer experience.

  •     Best Buy

Winner, Best Use of Feedback Solutions for Voice of the Employee, acknowledging the organization that best uses its feedback solution to capture, analyze and respond to employee feedback to improve the employee experience.

  •     Farmers Insurance

Winner, Best Use of Feedback Solutions for Voice of the Partner, acknowledging the organization that best uses its feedback solution to capture, analyze and respond to partner feedback to improve the partner experience.

  •     Akamai Technologies

Winner, Best Use of Feedback Solutions Across the Enterprise, acknowledging the organization that best uses its feedback solution to capture, analyze and/or respond to feedback across multiple divisions, business units, or geographic regions.

  •     21st Century Insurance

Winner, Best Use of Feedback Solutions to Drive Overall Business Impact, acknowledging the organization that best uses its feedback solution to listen, analyze and act upon feedback to achieve business results, improve business processes, or institute change in the company.

  •     Citicorp Customer Services SL

Winner, Best Use of Feedback Solutions in the Contact Center, acknowledging the organization that best uses its feedback solution to listen, analyze and act upon feedback to improve contact center operations and results.

“At 21st Century, we measure and act upon customer feedback at all levels to identify key issues that impact the customer experience and target improvements that will increase customer satisfaction,” said Alan Ciaverelli, Vice President, 21st Century Insurance. “This award is especially gratifying as it demonstrates everyone in the company can contribute in some way to improving the customer experience. We have used this insight to drive continuous improvements to our business processes, including billing, website self-service experience, quality monitoring program, and automated phone system.”

“The winners of the 2013 ACE Awards for Best Use of Feedback Solutions are leading their industries by using feedback to create positive organizational change, enhance business processes and improve the customer, employee, and partner experience,” said Henning Hansen, President and CEO of Confirmit. “We commend this year’s winners, and are delighted to see the innovative ways that these companies are using their feedback solutions to deliver better business results.”

The submissions for the Confirmit ACE Awards for Best Use of Feedback for Voice of the Customer, Best Use of Feedback Solutions Across the Enterprise, Best Use of Feedback Solutions to Drive Overall Business Impact, and Best Use of Feedback in the Contact Center were so strong that Confirmit also announced Honorable Mentions in each of these categories:

  •     Equinix, Inc.

Honorable Mention, Best Use of Feedback Solutions for Voice of the Customer

  •     Office Depot

Honorable Mention, Best Use of Feedback Solutions for Voice of the Customer

  •     Palo Alto Networks

Honorable Mention, Best Use of Feedback in the Contact Center

  •     Philadelphia Insurance

Honorable Mention, Best Use of Feedback Solutions Across the Enterprise
Honorable Mention, Best Use of Feedback in the Contact Center

  •     Pitney Bowes

Honorable Mention, Best Use of Feedback Solutions to Drive Overall Business Impact

All 11 companies are also winners of 2013 Confirmit ACE Awards; the 2013 Confirmit ACE (Achievement in Customer Excellence) Award winners were previously announced on April 10, 2013.

About the Confirmit ACE Awards
Established in 2005, the ACE (Achievement in Customer Excellence) Awards program recognizes outstanding achievement in customer, employee and partner satisfaction. To be eligible for a 2013 Confirmit ACE Award, Confirmit Voice of the Customer (VoC) solutions clients must have conducted one or more surveys to assess customer satisfaction between October 1, 2011 and December 31, 2013; qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages during the eligibility period. The ACE Awards for Best Use of Feedback Solutions acknowledge outstanding performance by 2013 Confirmit ACE Award winners in the following award categories: Best Use of Feedback Solutions for Voice of the Customer, for Voice of the Employee, for Voice of the Partner, Across the Enterprise, to Drive Overall Business Impact, and in the Contact Center. For more information, visit http://www.confirmit.com/ace-awards.

About Confirmit
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), Cologne, Guildford, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Barcelona, Kuwait City, Madrid, Milan, Pattaya, Sydney, and Tokyo.

Confirmit targets 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. Customers include A&N Media, Aurora, British Airways, Cross-Tab, Dow Chemical, Farmers Insurance, GlaxoSmithKline, Ipsos, JTN Research, Keep Factor, Morehead Associates, Nielsen, The NPD Group, Swapit, Swisscom, Symantec and The Wellcome Trust. Visit http://www.confirmit.com for more information.

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