• July 7, 2011

Diebold Implements MarketTools CustomerSat VOC App

Diebold, a provider of integrated self-service delivery and security systems and services, has selected MarketTools CustomerSat to support its voice of the customer program.

Diebold is using MarketTools CustomerSat to survey its customers to gauge satisfaction with its maintenance services. The company also uses MarketTools CustomerSat for its annual global relationship survey program, giving the company deeper insights into what drives long-term customer loyalty. Diebold also uses MarketTools CustomerSat Adaptive Role-based Reporting to deliver customized dashboards that provide detailed customer feedback relevant to employees across the organization. This equips Diebold employees with the market- and role-specific information they need to improve the customer experience.

"Customer loyalty is a top priority for the company," said John Deignan, vice president and chief marketing officer at Diebold. "The MarketTools CustomerSat solution is flexible and configurable, providing the tools to take our voice of the customer initiatives to the next level."

Diebold collaborated with MarketTools EFM consultants to create a loyalty model that specifically addresses its customers' unique buying cycles. "We needed a flexible solution that allows our program to evolve," Deignan said. "The MarketTools CustomerSat technology platform supports our custom model, allowing us to create visual graphics for virtually any variable we choose to analyze."

"Diebold has demonstrated a real commitment to customer satisfaction and loyalty by making customer loyalty one of its top corporate priorities," said Justin Schuster, vice president of enterprise products at MarketTools. "We applaud Diebold's commitment to the customer experience, and we look forward to helping them exceed their customer loyalty goals."


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