Customer Reference Management Company, Point of Reference, Achieves 100% Net Promoter Score

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Clients give customer reference management company, Point of Reference, two thumbs up in 2009 Customer Satisfaction Survey. One of the most telling results from the survey, conducted with their worldwide customer base, came from customer’s answers to the Net Promoter question: “How likely is it that you would recommend Point of Reference to a friend or colleague?” Point of Reference scored a solid 100% Net Promoter score, placing them in elite company when compared to other top ranked companies Apple (77%) and Google (71%) according to the 2009 Annual Net Promoter® Benchmark Reports for Customer Loyalty from Satmetrix.

Point of Reference Receives High Marks From Customer Reference Clients

The quality of the people is superb. More importantly, there's a real commitment to partnership that goes beyond what I experience with other vendors.

Point of Reference®, the industry thought leader in customer reference management solutions, is delighted to announce the results from their 2009 Customer Satisfaction survey. One of the most telling results from the survey, conducted with their worldwide customer base, came from customer’s answers to the Net Promoter question: “How likely is it that you would recommend Point of Reference to a friend or colleague?” Point of Reference scored a solid 100% Net Promoter score, placing them in elite company when compared to other top ranked companies Apple (77%) and Google (71%) according to the 2009 Annual Net Promoter® Benchmark Reports for Customer Loyalty from Satmetrix.

A core principle of Point of Reference since its inception in 2003, is enabling customer success through high-touch service and frictionless partnership. Frictionless partnership, as defined by the company, includes a philosophy of customer empathy; simple, all-inclusive pricing; non-restrictive agreements; and easy, anytime access to data stored in the hosted customer reference management system.

Customers gave two thumbs up to the company’s success in this area; 100% of them agreed, and of those 77% strongly agreed, that Point of Reference acts as a genuine partner in their success. Further, 100% agreed and 76% strongly agreed that the company actively shares best practices. The customers also unanimously agreed that Point of Reference hires quality employees and gave them 100% satisfaction rating for their helpfulness and responsiveness. The results of the survey show that the company’s dedication to hiring people with a service mentality is not only important to Point of Reference but something the customers find refreshing as well.

“The quality of the people is superb. I feel like I'm working with a team that is interested in the success of my program and is always ready and willing to listen. More importantly, there's a real commitment to partnership that goes beyond what I experience with other vendors,” said a respondent in one of the anonymous survey comments.

Point of Reference takes a holistic approach to customer reference programs by providing both customer content development services as well as a SaaS technology solution to manage a customer reference program. While a majority of customers make use of only one of the two core services initially, over 85% end up using both within twelve months. 100% of the survey respondents realize value in having a single partner who can address all program needs.

“We’re in a niche that has only a handful of technology competitors. When features and functions are perceived to be equal, the real difference is the company’s values, people and culture,” said David Sroka, president of Point of Reference. “These are attributes you can’t know until you’ve lived with a technology partner for a while, which is why this survey means so much to us.”

About Point of Reference®: Point of Reference provides a full complement of customer reference management solutions to organizations determined to cultivate and capitalize on high value customer relationships. Primary business lines include ReferenceStor™, a hosted customer reference management software solution, and TruPoints™, recorded content development services based on a well-honed interview methodology. With Point of Reference, clients can finally orchestrate coordinated customer reference activities, inject references into sales and marketing opportunities with less time and hassle, and build a library of 24/7 available customer references to end burn-out. For more information visit: http://www.point-of-reference.com.

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David Sroka