Informatica Corporation the world’s number one independent provider of data integration software, today announced that for the sixth consecutive year Informatica received top marks in customer loyalty in the 2011 Data Integration Customer Satisfaction survey conducted by independent research firm TNS, a global market leader in insight and information.
As part of its annual customer relationship survey, TNS surveys customers from vendors offering data integration products. Customers are asked to share their views and perceptions of all the vendors across a range of attributes and measures. The survey also measures the relevance of numerous categories of customer satisfaction to determine how strong or weak the vendors are in each area.
“Past Gartner research has found that there is no one ‘quick fix’ that will drive great customer experiences, but rather the cumulative effect of multiple small changes. A great customer experience is built from thousands of small improvements. The cumulative effect of these small changes is what creates the effect for the customer. However, that effect is memorable, personal and has a direct impact on future purchasing,” as noted in the November 10, 2010 Gartner report, The Gartner CRM Team's Perspective on Great Customer Experiences authored by Ed Thompson, et al.
Customers were polled on:
- Intent to repurchase,
- Serving as a positive reference, and
- Purchase intentions at the same or higher level.
These measures are combined to present a ProCLI (Customer Loyalty Index), or the loyalty score.
Attributes tied to customer loyalty include:
- Customer support,
- Ease of doing business,
- Value/Price, and
- Overall product quality.
In addition, 84 percent of Informatica customers surveyed recognize Informatica as the technology leader, and 89 percent indicated that Informatica’s technology direction is consistent with their long term IT strategy.
“Informatica has prided itself on consistently listening to and demonstrating commitment to our customers in all aspects of our business,” saidAnsa Sekharan, senior vice president, Global Customer Support, Informatica. “Additionally Informatica has long instituted a comprehensive customer engagement strategy to maximize customer success and accelerate the return on investment that they enjoy. For six years in a row our customers have voted Informatica as a leading data integration vendor amongst its peers. Once again Informatica has achieved top marks for customer loyalty and continues to command world class maintenance renewal rates exceeding 95 percent.”
In 2011 Informatica has also expanded its offering to include support to its customers through social media – specifically launching a Twitter Support Channel (@INFAsupport), announced general availability of Support Console 2.0 which offers a ‘best in class’ proactive support platform and new language support for customers in Korea. Today Informatica now offers support in ten different languages through 11 support centers across the globe.
The Global Customer Support team was also recognized as a finalist in the 2011 Stevie Awards for Innovation in Customer Service.
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