ResponseTek Fall ‘09 Delivers ‘Next Generation’ of Customer Experience Management Software for Retail Sector

SMS surveys and retail-focused reporting highlight the latest retail offering from leading voice of the customer software vendor

Vancouver, BC, Canada – 5 November 2009 – ResponseTek, the leading provider of on-demand customer experience management (CEM) software, today announced new tools for retail organizations to quickly collect, manage and share information about store performance and service quality.

The Fall 09 release of ResponseTek CEM includes new customer research and reporting capabilities that work the way large retail organizations work. Customers can be surveyed on their in-store or in-branch experience following a transaction in a way that is convenient for them, and new distributed reporting deliver weekly customer service results, scoring and feedback to regional managers, store managers and staff.

“It’s very difficult for big retail brands to make sure customer service is consistent across regions, stores and individual employees,” said Colin Stein, marketing director for ResponseTek. “Especially in today’s economy, retail stores want to engage with customers faster, and share what customers are saying with the people in the stores who can actually deliver on the brand promise to drive front line continuous improvement.”

“ResponseTek Fall ’09 is the next generation of retail customer experience management, because it helps everyone in large, distributed retail organizations work together quickly to solve customer problems and improve how the entire retail organization operates.”

Joining traditional retail feedback tools such as receipt-back survey invitations, comments cards and outbound phone surveys, SMS surveys now allow retailers to quickly and easily survey their customers about the in-store experience after transactions. Survey results are immediately available for reporting and analysis within the online ResponseTek:CEM platform.

To address the reporting requirements typical of today’s retail organization, ResponseTek:CEM now delivers standardized customer service scorecards to all levels of the retail organization. These scorecards ensure all levels of retail management and staff, from the brand and district level down to front-line associates, see the results of their customer experience performance on a weekly basis.   The scorecards allow users to see how their own personal, store or regional performance measures up against a previous timeframe, and benchmarks them against broader company performance.

ResponseTek was founded in 1999, one of the first CEM software vendors and an early provider to the retail sector. Current clients include major global retail brands in consumer goods, telecom and financial services sectors, including AAA, T-Mobile, Talk Talk, Telefónica O2 and Forzani Group.

For more information about the ResponseTek:CEM Fall ‘09 Release, call 1-866-484-2900 (toll-free in North America), or +1 (604) 484-2900 (toll worldwide).

About ResponseTek
ResponseTek Networks Corp. was founded in 1999, with the goal of providing companies critical information for running their businesses – the voice of their customers. Today, ResponseTek is a leading global provider of customer experience management (CEM) software solutions. ResponseTek products continuously capture insights on customer experiences when and where they occur, and provides a suite of advanced reporting, analytics and workflow tools to help companies improve customer experience delivery. ResponseTek clients include AAA, Aon, Barclays, and HSBC.

Media Contact:
Colin Stein
Director of Marketing
+1 (604) 484-2900 x242
colin.stein@responsetek.com
www.responsetek.com