ResponseTek Delivers Information Employees Need To Improve
Vancouver, BC – October 1, 2007 – ResponseTek Networks (http://www.responsetek.com), the leading on-demand customer experience management software vendor, today announced that Canadian insurance brokerage and risk management firm Aon Reed Stenhouse (Aon) has expanded their ResponseTek:CEM solution to include Net Promoter Score™ (NPS). NPS is a measure of customer advocacy, based on customers’ likelihood to recommend a business. Measuring NPS is part of a global initiative by Aon Reed Stenhouse parent Aon Corporation, a leading provider of global risk management services.
Using ResponseTek:CEM, Aon Reed Stenhouse already asks customers to evaluate their experiences at critical stages in the customer lifecycle. Adding NPS as a high-level indicator and combining it with specific experience information, Aon can identify how experiences influence the overall advocacy score. Because the scores correlate to specific experiences, the brokerage can make decisions about business priorities and individual employees receive information to help them improve the experiences that they deliver.
“The scope of our solution has more depth than most NPS solutions,” explains David Cliche, Aon vice president of marketing and communications. “The additional detail we get through ResponseTek:CEM allows us to identify what is most important to our customers and why they feel the way they do. If a customer is unhappy, we know immediately what actions to take to make things right.”
“Using a single metric like NPS across the business, and pairing it with additional customer experience data allows Aon to benchmark performance and identify best practices,” said ResponseTek CEO Syed Hasan. “For several years we have worked closely with Aon to improve the customer experience they deliver. Adding NPS strengthens Aon’s commitment to their customers and demonstrates customer leadership.”
About Aon
Aon Corporation (www.aon.com) is a leading provider of risk management services, insurance and reinsurance brokerage, human capital and management consulting, and specialty insurance underwriting. There are 43,000 employees working in Aon’s 500 offices in more than 120 countries. Backed by broad resources, industry knowledge and technical expertise, Aon professionals help a wide range of clients develop effective risk management and workforce productivity solutions.
About ResponseTek
ResponseTek Networks Corp. (http://www.responsetek.com) enables Global 2000 firms to increase revenues and profits by building customer advocacy and reducing customer defection. The company’s on-demand Customer Experience Management (CEM) software helps organizations continually improve how they deliver their customer promise by driving the right information to the right people at the right time. Clients include Aon, T-Mobile, Bank of America, lastminute.com, WestJet, and Xerox
For information:
Sarah Stephen
[email protected]
1-604-484-2900
