SSI has been awarded a 2014 Confirmit Achievement in Customer Excellence Award and an honourable mention in a second category – Best Use of Feedback Solutions – for its commitment to exceptional customer experience. The accolades demonstrate SSI’s long-term commitment to delivering the best customer experience possible. More specifically, it recognises one of SSI’s multi-year tracking studies of over a million people in 20 countries.
“These Confirmit ACE Award honors recognize the value SSI generates as it works in true partnership with its clients,” said Michel Guidi, SSI’s managing director for Europe and senior vice president of professional services. “Our partnership with Epiphany allows for this specific project to deliver highly customised, engaging and insightful questionnaires and data sets, spanning many countries, languages and categories while exceeding industry standards and flexibility.”
The project kicked off in early 2013 and covers three business groups at a large international electronics manufacturer. In total, it includes 12 categories, each divided into multiple product and country combinations.
The questionnaires are designed to be highly customised, engaging and provide insight into consumers’ decision journey. It delves into the way consumers research product information and form decisions before purchasing products or services.
“This was a complex project. The decision-making process is a circular journey with four phases: initial consideration; active evaluations, or the process of researching potential purchases; closure, when consumers buy the brand; and post purchase, when consumers experience the product or service,” explained Jan Kienhuis, founder of Epiphany. “Only a company with the global scale, capacity and research consultation skills of SSI could successfully support a project of this size and scope. SSI’s advice and flawless execution are essential to the project’s success. Our clients are delighted with the insights they gain as a result.”
“This project exemplifies SSI’s ability to deliver large, complex and actionable research,” added Guidi. Epiphany is responsible for study design and analysis while SSI provides programming, translations, sample, data delivery and customised formats.
The Confirmit ACE Awards program celebrates outstanding achievement in Voice of the Customer and customer experience. Receiving a Confirmit ACE Award is a distinct honor that demonstrates SSI’s rigorous application of customer experience processes and its outstanding performance as measured by those processes.
The Confirmit ACE Award for Best Use of Feedback Solutions recognises organisations for exceptional use of Confirmit solutions to improve customer experience. Confirmit awards this distinction based on the use of customer feedback processes to capture, analyse and act on their customers feedback.
“These recognitions are testament to our ongoing commitment to deliver the best customer experience possible,” said Chris Clarke, chief marketing officer at SSI. “We consider Confirmit an important partner in our company’s continued success. At SSI, we place the customer in the center of everything we do, and through a combination of reliability, flexibility, quality and outstanding service, we’re passionate about delivering value to our clients.”
"SSI is a true leader in customer excellence. Its comprehensive program ensures that customer feedback is fully integrated into the company to improve overall business results,” said Henning Hansen, president and CEO of Confirmit. “We are honoured that SSI partners with Confirmit for its customer experience initiatives and look forward to continuing to support their programme as it continues to evolve.”