MarketTools, a provider of software and services for enterprise feedback management (EFM) and market research, recently rolled out its latest version of MarketTools CustomerSat, the company's flagship EFM solution.
The new upgrade gives customers a choice of survey tools that are integrated with Zoomerang, MarketTools' online survey solution, in addition to other new action management capabilities.
"Our customers told us that they had employees who were using Zoomerang to create surveys and it would be great if they could combine it with CustomerSat's analytics," says Greg Marek, vice president of corporate marketing at MarketTools. "We listened to their request, and now our customers can import Zoomerang's survey results directly into CustomerSat and consolidate that info into one place."
The latest release of CustomerSat also makes it easier to share voice of the customer data by allowing users to publish their dashboards as PDF documents. "You can even email the PDFs on a schedule or ad-hoc basis," adds Lynn Christensen, MarketTools' chief development officer.
CustomerSat's additional features include the following:
- Key Metrics Scorecard: color-coded heat maps provide visual report cards of performance against company goals to help decision-makers focus on key areas for improvement.
- Historical Benchmarking: users can compare performance metrics across departments, divisions, geographies, produce lines, etc. against historical benchmark data to understand performance trends across teams and identify weak areas.
- Enhanced Key Trends and Comparative Statistics Reports: view performance over time across a greater range of question types to identify trends over time and compare key metrics across segments.
CustomerSat's pricing depends on the scope of the project, with typical engagements starting at $25,000.