ESRI Earns Strong Customer Support Rating in Net Promoter Scoring System

                                     Improved Score Reflects Success of ESRI's Expanded Technical Support

Redlands, California—June 30, 2009—
ESRI's expansion of customer support staff and resources has earned a high customer support rating as measured by the Net Promoter® scoring system. Every year, ESRI Technical Support uses Net Promoter, a customer satisfaction and loyalty metric used to determine the number of current customers who are promoters, passives, or detractors of a given company. ESRI's Net Promoter Score led the commercial software products industry in 2009, improving more than 200 percent over last year.

Many of the enhancements implemented by Technical Support in the last year were based on customer feedback. This feedback was gathered via several means, including active discussions between customers and Technical Support management, a detailed survey that was sent to more than 20,000 customers, and periodic e-surveys conducted after the resolution of technical support incidents. This broad feedback helped the department focus improvements on what mattered most to its users.

One of the most notable changes to Technical Support over the past year has been improved live-analyst availability and response times for customers contacting the department. Through major investments in people, processes, and technology, Technical Support has significantly improved response times while decreasing incident resolution times.

To see ESRI's expanded customer support page and associated user resources, please visit www.esri.com/support.

About ESRI

Since 1969, ESRI has been giving customers around the world the power to think and plan geographically. The market leader in GIS, ESRI software is used in more than 300,000 organizations worldwide including each of the 200 largest cities in the United States, most national governments, more than two-thirds of Fortune 500 companies, and more than 7,000 colleges and universities. ESRI applications, running on more than one million desktops and thousands of Web and enterprise servers, provide the backbone for the world's mapping and spatial analysis. ESRI is the only vendor that provides complete technical solutions for desktop, mobile, server, and Internet platforms. Visit us at http://www.esri.com.



Contact:

Matthew DeMeritt
ESRI
Tel.: 909-793-2853, extension 1-2930
E-mail: Email Contact




Review Article Be the first to review this article
HP

ACE2017

Featured Video
Jobs
Inside Sales for SolidCAM at Newtown, PA
Director of Mechanical Engineering for Velodyne LIDAR at Morgan Hill, CA
Imagery Analyst for ARA at Albuquerque, NM -1229, NM
Data Scientist for University of Utah at Salt Lake City, UT
Database Specialist for MDA Information Systems LLC at Gaithersburg, MD
Upcoming Events
DriveWorks World at The Barley Store Laskey Lane Thelwall Cheshire United Kingdom - Mar 6 - 9, 2017
JEC World 2017 at Paris Nord Villepinte Exhibition Centre Paris France - Mar 14 - 16, 2017
SOLIDWORKS funding event – Leicester at The National Space Centre, Exploration Dr, Leicester, LE4 5NS Leicester United Kingdom - Mar 17, 2017
ACE 2017 Nashville at Nashville TN - Mar 21 - 23, 2017



Internet Business Systems © 2017 Internet Business Systems, Inc.
595 Millich Dr., Suite 216, Campbell, CA 95008
+1 (408)-337-6870 — Contact Us, or visit our other sites:
AECCafe - Architectural Design and Engineering EDACafe - Electronic Design Automation GISCafe - Geographical Information Services TechJobsCafe - Technical Jobs and Resumes ShareCG - Share Computer Graphic (CG) Animation, 3D Art and 3D Models
  Privacy Policy Advertise