Confirmit's prestigious program recognizes EarthLink's noteworthy performance in Voice of the Customer for third year running
ATLANTA, GA — May 15, 2014 — EarthLink Holdings Corp. (NASDAQ:ELNK, news, filings), a leading managed network and cloud services provider, today announced that it earned two accolades as part of Confirmit's 2014 ACE (Achievement in Customer Excellence) Awards program, notably as a Winner of the 2014 ACE Award for Best Use of Feedback Solutions, and an additional 2014 Confirmit ACE Award for its commitment to an exceptional customer experience.
EarthLink earned these Confirmit ACE Awards based on its EarthLink TechCare end user helpdesk service, which integrates Enterprise Feedback Management throughout the value chain. As part of its systemic and comprehensive analysis of user feedback to ensure the best service delivery standards, the company relies on Confirmit to manage EarthLink TechCare satisfaction surveys. EarthLink's North America-based TechCare help desk teams support clients across 25 vertical markets with users in 49 countries.
"Customer service is foundational to our success and value proposition, so we're truly honored to earn Confirmit ACE Awards for the third straight year," said Elizabeth Orth, EarthLink Vice President, Customer and TechCare. "Our EarthLink TechCare teams in Canada and New York provide exceptional help desk support and must effectively capture customer input to drive continuous improvements. Ultimately our clients' IT and business leaders must find value in this relationship, and the cited improvements are a result of our investment on making sure this constituency is satisfied. This recognition from Confirmit provides a credible third-party endorsement of our commitment to use enterprise feedback processes to drive positive business results and establish strong, long-term customer relationships. We look forward to continued success with Confirmit as our Voice of the Customer partner."
EarthLink TechCare integrates with the customer's IT operation and serves as an extension of their IT staff and capabilities. Because the satisfaction measurement process breaks out, tracks and inspects cases requiring escalation, the data reveal opportunities to identify process gaps, minimize escalations and improve resolution time, resulting in increased user satisfaction.
EarthLink was selected for an ACE Award for Best Use of Feedback Solutions because the data clearly illustrated that the internal IT or business leader's satisfaction with the partnership showed dramatic improvement year over year:
- Their satisfaction with EarthLink overall (+ 9.1%)
- Likelihood to recommend (+11.6%)
- Users reported their overall satisfaction with EarthLink at 97.1%, also an improvement from 2012.
The Confirmit ACE Award for Best Use of Feedback Solutions recognizes organizations for exceptional use of Confirmit solutions to improve the customer experience. Confirmit awards this distinction based on outstanding use of customer feedback processes to capture, analyze and act on the Voice of the Customer.
"We're proud to recognize EarthLink for its outstanding use of Confirmit technology in 2013 to achieve tangible business results," said Henning Hansen, President and CEO of Confirmit. "Competition was fierce, as more companies implement Voice of the Customer programs to improve the customer experience and drive customer loyalty."
About the Confirmit ACE Awards
The ACE (Achievement in Customer Excellence) Awards program was established in 2005 to recognize outstanding achievement in customer satisfaction. Receiving a Confirmit ACE Award is a distinct honor that demonstrates both rigorous application of customer feedback processes and outstanding performance as measured by those processes. All Confirmit customers are eligible for Confirmit ACE Awards for their company, business units, or segments of a business. To be eligible for a 2014 Confirmit ACE Award, your organization must have conducted one or more customer satisfaction surveys between January 1, 2013 and December 31, 2013.
Confirmit is the world's leading SaaS vendor for multichannel Voice of the Customer, Employee Feedback, and Market Research applications. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New York, San Francisco, Vancouver, and Yaroslavl. Confirmit's software is also distributed through partner resellers in Madrid, Milan, Salvador, Sydney, and Tokyo.
Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, Cross-Tab, Dow Chemical, Farmers Insurance, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor, Morehead Associates, Nielsen, Research Now, Swapit, Swisscom, Symantec and The Wellcome Trust. Visit www.confirmit.com for more information.
EarthLink, Inc. (NASDAQ: ELNK) is a leading IT services and communications provider to more than 150,000 businesses and one million consumers nationwide. EarthLink empowers customers with managed services including cloud computing, managed and private cloud, and virtualization services such as managed hosting and cloud workspace. EarthLink also offers a robust portfolio of IT security, application hosting, colocation and IT support services. The company operates an extensive network spanning 29,421 route fiber miles with 90 metro fiber rings and 8 secure data centers providing ubiquitous nationwide data and voice IP service coverage across more than 90 percent of the country. Founded in 1994, EarthLink's award-winning reputation for outstanding service and product innovation is supported by an experienced team of professionals focused on best-in-class customer care. For more information, visit EarthLink's website at www.earthlink.net.