Hughes Network Systems, LLC Boosts Customer Satisfaction by 40% with Perseus Enterprise Feedback Management Solutions
World's Leading Provider of Broadband Satellite Network Solutions Leverages Perseus SurveySolutions®/EFM to Drive New Product and Service Development Initiatives
Braintree, Mass. – December 13, 2005 – Leading the transition from web-survey software to Enterprise Feedback Management (EFM) solutions, Perseus (perseus.com) today announces that its award-winning SurveySolutions®/EFM applications have enabled Hughes Network Systems, the world's leading provider of broadband satellite network solutions, to successfully achieve a 40 percent growth in overall customer satisfaction. Beyond deploying SurveySolutions/EFM to garner critical feedback from customers as the company expands its broadband service offerings, Hughes has incorporated feedback as a strategic business strategy throughout its entire organization. Today, feedback is playing a critical role at Hughes in evaluating new products, optimizing internal business processes, and even helping automate and meet new FCC regulations on satellite dish deployments.
The company leverages the automated and centralized feedback management control that Perseus provides, while supporting multiple departmental initiatives as an integrated strategic component for its corporate success. With monthly, quarterly and bi-annual surveys to measure customer satisfaction, Hughes has identified resulting business value in four mission-critical areas:
- Improved Business Processes
By constantly monitoring web survey feedback with SurveySolutions/EFM, Hughes is able to quickly identify customer problem areas and make adjustments to business processes.
- Reduced Cost of Survey Initiatives
SurveySolutions/EFM eliminates Hughes' dependence on third-party vendors for survey projects, delivering cost savings as a result of reduced call volume and streamlined survey processes.
- Quick Deployment of New Survey Projects
Streamlining the survey process from questionnaire design through results presentation, Business groups can now quickly deploy new survey projects with little to no need for IT resources.
- Better Products and Services
SurveySolutions/EFM supports pre-launch beta testing of new products and features prior to release, and enables Hughes to conduct on-site physical audits and inspections of all installation sites to improve products and services.
"Perseus SurveySolutions has enabled Hughes to transform customer feedback into targeted service improvement initiatives. This ability to specifically target areas of customer dissatisfaction has been a major contributor to our increase in customer satisfaction." said Anida Carpenter, Operations Manager for Customer Research & Business Intelligence at Hughes Network Systems. "Customer service is the lifeblood of our organization and has become the cornerstone of Hughes' success. After evaluating other web-survey offerings, we saw that Perseus offered the most effective, cost efficient solution and demonstrated a strong roadmap vision of feedback management that matched that of Hughes Network Systems. As we continue to develop innovative broadband satellite products and services, we'll continue to look to Perseus for innovative solutions in feedback to drive our customer satisfaction ratings even higher."
Since 2002, Hughes has utilized Perseus SurveySolutions to develop web surveys that gather data for research and business intelligence measurement, customer satisfaction, improved product development and internal processes. Within the last year, Hughes Network Systems has used SurveySolutions to run the highly visible, monthly customer satisfaction surveys for both DIRECWAY and DTV, as well as multiple marketing needs analysis surveys.
"Seeing the success that a company of Hughes Network Systems' caliber has had with SurveySolutions is a testimony to our vision for providing all levels of an organization with the ability to effectively collect and analyze feedback in order to make better informed, faster business decisions," said Rich Nadler, President and co-founder of Perseus. "Bringing innovative products and services to market requires a certain depth of knowledge of what your customers need and expect, and the support they deserve. Perseus defined the EFM concept to harness this critical insight in a way that allows organizations to effectively and efficiently deliver value, quality and satisfaction – and we'll continue to deliver on our promise to helping customer service-focused organizations like Hughes transform their business with EFM."
Perseus is leading the transition from web survey software to Enterprise Feedback Management (EFM) solutions that help organizations better understand their world. Organizations worldwide rely on Perseus solutions to better identify and meet employee, customer and partner needs, and increase profitability by creating loyal relationships. Perseus products enable business professionals to quickly and easily obtain, analyze, and manage sophisticated enterprise feedback using intuitive web-based software. Perseus SurveySolutions® is a recipient of PC Magazine's Editors' Choice award for web-survey software, and is used by over 22,000 customers worldwide including over twenty percent of the Fortune 100. Perseus is a 2003 and 2004 Inc. 500 company and Deloitte Technology Fast 500 company, and a four-time Deloitte Technology Fast 50 company. Visit perseus.com for more information.
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