MCI Expands Satmetrix Engagement to Enhance European Customer Loyalty Program; Direct Access to Customer Feedback Spearheads MCI
October 17 2005 - 8:03AM
Business Wire
MCI (Nasdaq:MCIP) today announced that it has enhanced its European
customer loyalty program through an expanded strategic engagement
with Satmetrix Systems, Inc. (www.satmetrix.com), a leader in
customer experience management software. Complementing existing
twice-yearly customer relationship surveys, MCI's customer-facing
teams in Europe can now receive immediate customer feedback on all
non-technical inquiries, technical faults and provisioning
activities, which provide MCI with real-time representation of
operational performance. "MCI wants to ensure that it fully
understands the needs of its customers," explains Andy MacLeod,
general manager and senior vice president, MCI Europe. "With
Satmetrix, MCI can gain more immediate access to customer feedback
and monitor progress toward delivering an enhanced customer
experience." Launched in 2004, MCI Europe's Customer Loyalty
Program was initially centered around a relationship survey,
designed to gather quantitative and qualitative feedback from MCI's
most important European customers. In early 2005, MCI, with the
help of Satmetrix, enhanced the program to gain more immediate
customer feedback on issues such as how a service was delivered or
how an inquiry to MCI's helpdesk was addressed. Adds MacLeod:
"Satmetrix has a unique knowledge of the methodology of measuring
customer experience and an extensive practice of customer
management programs. It has enabled MCI to rapidly incorporate
customer feedback into the business, enabling positive changes to
be made quickly and efficiently." The feedback provided has already
led to a number of customer loyalty activities and improvement
initiatives, as well as steering investments aimed at improving
customer service. "MCI has shown real ambition and initiative in
enhancing its customer loyalty program," says Martin Green,
managing director Satmetrix, Europe, Middle East and Africa (EMEA)
Region. "By using the quantitative scores from the program as one
measure to determine bonus allocation for employees, MCI has shown
a true dedication to customer experience as well as a keen
understanding as to the importance of measuring and acting on
customer feedback." About MCI MCI, Inc. (Nasdaq:MCIP) is a leading
global communications provider, delivering innovative,
cost-effective, advanced communications connectivity to businesses,
governments and consumers. With one of the most expansive global IP
backbones and wholly-owned data networks, MCI develops the
converged communications products and services that are the
foundation for commerce and communications in today's market. For
more information, go to www.mci.com. About Satmetrix Satmetrix
Systems, Inc., headquartered in Foster City, Calif., is the leading
global enterprise customer experience management (CEM) software
company. Satmetrix Systems provides the most complete solution to
allow organizations to manage and improve the customer experience
across all touch points for profitable growth. The company helps
customers turn insight into action through transformation of
business processes. Satmetrix Systems also provides industry
thought leadership; it developed the Net Promoter(R) metric with
Fred Reichheld, Bain Fellow and director emeritus. For more
information about Satmetrix Systems, visit
http://www.satmetrix.com.
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