Confirmit to Revolutionize Onsite Customer Experience Measurement

FIRM, a provider of software for Market Research (MR) and Enterprise Insight Management (EIM), announced plans to launch a new module of Confirmit for onsite self-interviewing. The new module named Confirmit Kiosk is expected to improve the way customer experience is measured and how businesses manage customer feedback.

Fully integrated with the web-centric Confirmit platform and its suite of survey, reporting and feedback management tools, companies can deploy the Confirmit Kiosk software on computer stations across thousands of malls, shops and/or hotels to measure customer experience instantly and onsite. Confirmit Kiosk also enables businesses to conduct automatic follow-up of customer complaints in addition to continuous quality assurance of its customer facing operations.

"While customer experience and customer loyalty is often regarded as intangible and therefore immeasurable, it is exactly these factors that have direct impact on their bottom line," says FIRM's VP of Marketing Kjell Øksendal. "Businesses in the banking & finance, travel & leisure and consumer retail industries can with Confirmit Kiosk implement onsite Customer Experience measurement with automatic complaint handling and management alerts. Customer experience suddenly becomes a tangible asset to be managed while increasing customer loyalty and profit."

Confirmit Kiosk can be implemented in online or offline locations and integrated with existing CRM or other enterprise systems, delivering dashboards and alerts to management and relevant stakeholders. The automatic alerts and dashboards combining transactional, behavioral and attitudinal data provide the complete insight necessary when making truly informed decisions in areas such as customer loyalty and product development.

Confirmit Kiosk is scheduled for release in May 2006.