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MarketTools, Inc., the leader in software and services for enterprise feedback management (EFM) and market research, today announced the winners of the 2012 MarketTools ACE (Achievement in Customer Excellence) Awards for Best Use of EFM, recognizing the organizations that best use their enterprise feedback management (EFM) solution to drive positive business results. The Best Use of EFM Awards are presented in addition to the annual MarketTools ACE Awards, a program now in its seventh year, to recognize the highest levels of achievement in using an EFM solution to generate positive organizational change, enhance business processes and/or boost business returns.
The following companies are the winners of the 2012 MarketTools ACE Awards for Best Use of EFM:
• 21st Century Insurance
Winner, Best Use of EFM for Voice of the Customer, acknowledging the organization that best uses their enterprise feedback management solution to capture, analyze and respond to customer feedback to improve the customer experience.
• American General Life Companies
Winner, Best Use of EFM for Voice of the Partner, acknowledging the organization that best uses their enterprise feedback management solution to capture, analyze and respond to partner feedback to improve the partner experience.
• CenterBeam, Inc.
Winner, Best Use of EFM to Drive Overall Business Impact, acknowledging the organization that best uses their enterprise feedback management solution to listen, analyze and act upon feedback to achieve business results, improve business processes, or institute change in the company.
• Infor
Winner, Best Use of EFM in the Contact Center, acknowledging the organization that best uses their enterprise feedback management solution to listen, analyze and act upon feedback to improve contact center operations and results.
• Omnicell, Inc.
Winner, Best Use of EFM for Voice of the Employee, acknowledging the organization that best uses their enterprise feedback management solution to capture, analyze and respond to employee feedback to improve the employee experience.
• SimplexGrinnell
Winner, Best Use of EFM Across the Enterprise, acknowledging the organization that best uses their enterprise feedback management solution to capture, analyze and/or respond to feedback across multiple divisions, business units, or geographic regions.
“We take customer feedback seriously, and we rely on our voice of the customer program to provide the insights necessary to continually improve the customer experience,” said Karen Alejnikov, Senior Vice President at 21st Century Insurance. “With MarketTools CustomerSat, we’ve achieved a meaningful increase in customer satisfaction on the insights provided through our voice of the customer programs.”
“MarketTools CustomerSat helps us deliver real business impact through new revenue opportunities and increased customer retention,” said Karen Hayward, EVP and CMO of CenterBeam, Inc.. “We truly value this award because of the quality of the applicants, MarketTools’ ability to verify feedback program results, and their high standards for selection. To us, this recognition is extra special.”
“The winners of the 2012 ACE Awards for Best Use of EFM are leaders in delivering better business results by acting on the insights provided by their EFM programs,” said Scott Arnold, President and CEO of MarketTools, Inc. “We salute this year’s winners, and are proud that they have chosen MarketTools as their EFM partner.”
The submissions for the MarketTools ACE Awards for Best Use of EFM for Voice of the Customer, Best Use of EFM to Drive Overall Business Impact, and Best Use of EFM in the Contact Center were so strong that MarketTools also announced Honorable Mentions in each of these categories:
• Deltek
Honorable Mention, Best Use of EFM in the Contact Center
• Toshiba
Honorable Mention, Best Use of EFM for Voice of the Customer
• United Stationers
Honorable Mention, Best Use of EFM to Drive Overall Business Impact
All nine companies are also winners of 2012 MarketTools ACE Awards; the 2012 MarketTools ACE (Achievement in Customer Excellence) Award winners were previously announced on February 14, 2011.
About the MarketTools ACE Awards
Established in 2005, the MarketTools ACE Awards program recognizes outstanding achievement in customer, employee and partner satisfaction. To be eligible for a 2012 MarketTools ACE Award, clients must have conducted one or more surveys to assess customer satisfaction, employee satisfaction, or partner satisfaction between October 1, 2010 and September 30, 2011, and complete an application form. Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period during the eligibility period. The customer feedback on which awards are based must be representative of the entire business, business unit or business segment to which the award applies. MarketTools ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable. Surveys may use either a census of the target audience or representative sampling with specified minimum confidence levels and maximum margins of error. The ACE Awards for Best Use of EFM acknowledge MarketTools ACE Award winners who have used their customer, employee or partner feedback solution to achieve results that have benefited their business. The award categories include: Best Use of EFM for Voice of the Customer, Best Use of EFM for Voice of the Employee, Best Use of EFM for Voice of the Partner, Best Use of EFM Across the Enterprise, Best Use of EFM to Drive Overall Business Impact, and Best Use of EFM in the Contact Center.
About MarketTools CustomerSat Software and Services
MarketTools CustomerSat is a Web-based enterprise feedback management (EFM) solution used by the world’s leading businesses to capture, analyze, and act on feedback from customers, employees, and partners. MarketTools EFM consultants are available to help CustomerSat customers get the most out of their investment in EFM, from design of satisfaction programs to advanced analysis of survey results. Through the use of comprehensive analytic tools, action management technology, and the expert knowledge of customer satisfaction consultants, MarketTools helps clients optimize satisfaction and loyalty programs that deliver high-value business impact.
About MarketTools, Inc.
MarketTools (markettools.com) is the leading provider of software and services for enterprise feedback management (EFM) and market research. The company is focused on providing leading organizations the actionable customer insights they need to make better business decisions that lead to high-value business impact. As the first company to make online surveys widely available on the Web, MarketTools continues its market-leading position by providing the broadest range of powerful, accurate and integrated customer insight technologies that empower companies to become the most customer-centric organizations in their industries. MarketTools is a privately held company with corporate headquarters in San Francisco and European headquarters in London.
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greg.marek[.]markettools.com 
