Isayso Launches World First Net Promoter Score Tool For Salesforce.com

Online, October 25, 2010 (Newswire.com) - isayso is proud to announce the launch of its brand-new customer surveying tool, isayso Net Promoter Score - the only Salesforce-integrated application that helps businesses improve customer retention rates by using the proven loyalty metric, Net Promoter Score (NPS).

isayso enables businesses to send an automated survey to their customers and seamlessly captures responses in Salesforce. Based on the responses, isayso calculates a real-time Net Promoter Score, painting a complete picture of overall customer satisfaction. Results are fully visible in individual contact profiles, allowing businesses to follow-up on referral opportunities, and resolve any customer issues.

According to isayso's creator, Craig McDonald, isayso is a simple yet powerful business tool that is designed to strengthen individual customer relationships, and dramatically improve business performance. "The strong correlation between customer loyalty and growth in revenue is well proven. Satisfied customers buy more frequently, and spend more each time. The best way to grow business revenue is therefore to have customers come back for more, and to get them to recommend their buying choice to others," he said.

Unlike traditional customer satisfaction measurements, NPS takes into account the two key dimensions of loyalty: 'head', relating to features, service and price; and 'heart', relating to the degree to which the customer feels valued. isayso selected NPS as the basis for its surveying methodology due to its simplicity, effectiveness, and ease of implementation by any business, regardless of size or structure.

isayso's features include:
• Easy-to-use interface that operates within the Salesforce 'Campaign' functionality
• A customizable survey template
• Ready-to-go micro-landing pages for capturing responses
• Closed loop actions for following-up on feedback
• Enterprise-view functionality that provides a single record of responses across all Salesforce accounts
• Full visibility on how survey results affect CRM tactics and financial data
• Salesforce reporting that tracks NPS trends by business unit, product offer and customer type

isayso built the application in response to a frustration felt by businesses and customers alike. "As a business owner, I found traditional customer survey methods complex, expensive and prone to issues of relevance, response currency and sample size. As a consumer, I felt my views weren't being considered by business providers. We decided to create a tool that would resolve this conflict and enable the consumer's voice to be heard, while allowing the business to make better decisions based on what customers really think," says McDonald.

The Net Promoter Score (NPS) methodology, developed by Satmetrix, Bain & Company and Fred Reichheld, is used by leading businesses worldwide to inform their customer acquisition and retention strategies. NPS is globally recognized as a benchmarking score in organizational performance and growth.

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld