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Voice of the Customer

The 2013 Confirmit ACE (Achievement in Customer Excellence) Awards for Best Use of Feedback Solutions recognise the organisations that best use its feedback (EFM) solutions to drive positive business results. The Best Use of Feedback Solutions Awards are presented in addition to the annual Confirmit ACE Awards to recognise the highest levels of achievement in using a feedback solution to generate positive organisational change, enhance business processes and/or boost business returns.

The following companies are the winners of the 2013 Confirmit ACE Awards for Best Use of Feedback Solutions:

 

  • Siemens Industry Inc., Building Technologies Division
    Winner, Best Use of Feedback Solutions for Voice of the Customer, acknowledging the organisation that best uses its feedback solution to capture, analyse and respond to customer feedback to improve the customer experience.
  • Best Buy
    Winner, Best Use of Feedback Solutions for Voice of the Employee, acknowledging the organisation that best uses its feedback solution to capture, analyse and respond to employee feedback to improve the employee experience. 
  • Farmers Insurance
    Winner, Best Use of Feedback Solutions for Voice of the Partner, acknowledging the organisation that best uses its feedback solution to capture, analyse and respond to partner feedback to improve the partner experience. 
  • Akamai Technologies
    Winner, Best Use of Feedback Solutions across the Enterprise
    , acknowledging the organisation that best uses its feedback solution to capture, analyse and/or respond to feedback across multiple divisions, business units, or geographic regions.
  • 21st Century Insurance
    Winner, Best Use of Feedback Solutions to Drive Overall Business Impact, acknowledging the organisation that best uses its feedback solution to listen, analyse and act upon feedback to achieve business results, improve business processes, or institute change in the company.
  • Citicorp Customer Services SL
    Winner, Best Use of Feedback Solutions in the Contact Centre, acknowledging the organisation that best uses its feedback solution to listen, analyse and act upon feedback to improve contact centre operations and results.

“At 21st Century, we measure and act upon customer feedback at all levels to identify key issues that impact the customer experience and target improvements that will increase customer satisfaction,” said Alan Ciaverelli, Vice President, 21st Century Insurance.  “This award is especially gratifying as it demonstrates that everyone in the company can contribute in some way to improving the customer experience. We have used this insight to drive continuous improvements to our business processes, including billing, website self-service experience, quality monitoring programme, and automated phone system.”

 

“The winners of the 2013 ACE Awards for Best Use of Feedback Solutions are leading their industries by using feedback to create positive organisational change, enhance business processes and improve the customer, employee and partner experience,” said Henning Hansen, President and CEO of Confirmit. “We commend this year’s winners, and are delighted to see the innovative ways that these companies are using their feedback solutions to deliver better business results.” 

 

The submissions for the Confirmit ACE Awards for Best Use of Feedback for Voice of the Customer, Best Use of Feedback Solutions across the Enterprise, Best Use of Feedback Solutions to Drive Overall Business Impact, and Best Use of Feedback in the Contact Centre were so strong that Confirmit also announced Honourable Mentions in each of these categories:

 

  • Equinix, Inc.
    Honourable Mention, Best Use of Feedback Solutions for Voice of the Customer
  • Office Depot
    Honourable Mention, Best Use of Feedback Solutions for Voice of the Customer
  • Palo Alto Networks
    Honourable Mention, Best Use of Feedback in the Contact Centre

 

  • Philadelphia Insurance
    Honourable Mention, Best Use of Feedback Solutions across the Enterprise
    Honourable Mention, Best Use of Feedback in the Contact Centre
  • Pitney Bowes
    Honourable Mention, Best Use of Feedback Solutions to Drive Overall Business Impact

All 11 companies are also winners of 2013 Confirmit ACE Awards

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