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Halogen Software Achieves Above Average Levels of Overall Customer Satisfaction in the Computer-Software Industry According to HDI Customer Satisfaction Index
Halogen Software Achieves Above Average Levels of Overall Customer Satisfaction in the Computer-Software Industry According to HDI Customer Satisfaction Index
Halogen Software | 31 Mar 2007
Halogen Software Inc., the leading provider of Web-based employee performance and talent management software today announced that according to data collected via its participation in the HDI Customer Satisfaction Index, Halogen has achieved above average levels of overall customer satisfaction in the computer-software industry each and every month since starting the survey in September 2006. The HDI Customer Satisfaction Index Service is a user-friendly, secure, Web- based system that automatically sends survey questionnaires to customers who have recently contacted the subscribing company’s support center. Halogen customers receive the survey whenever a support ticket is closed, with no one customer receiving the survey more than once in a 30-day period. Support centers are evaluated on:
• Courtesy of the analyst
• Technical skills/knowledge of the analyst
• Timeliness of the service provided
• Quality of the service provided
• Overall service experience
The service allows participating companies to compare their performance with other support centers based on:
• Country
• Industry vertical
• Size of the participants’ user community
• Type of support delivered (internal, external, blended)
• In-house support organizations and outsourcers
Halogen’s use of the HDI Customer Satisfaction Index service demonstrates its on-going commitment to superior client support as the leader in the employee performance and talent management industry.
“Halogen’s customer support is outstanding. Halogen is always very quick to respond and very knowledgeable,” said Ken Butler, director of human resources with Arbitration Forums. “They know their stuff inside and out and really helped build our confidence.”
The support Halogen provides its clients maximizes the benefits they achieve. For over 100 years, Hart Schaffner& Marx has been providing comfortable and enduring fashions to men with style. Whether it has been the technical support, the trainers or the implementation specialists organizations like Hart Schaffner & Marx have found the service they have received from Halogen to be exceptional.
“Halogen’s support service was excellent,” said Susan Klawitter, director of Human Resources with Hart, Schaffner & Marx. “I called several times with different questions and each time spoke with a different individual. The service was 'seamless'. Regardless of who answered the phone they got right to the heart of my questions and efficiently helped me. I cannot say enough about the quality of Halogen’s customer service team.”
“The HDI Customer Satisfaction Index Service provides companies like Halogen with a definitive answer to the question, How do customers and users of technical support really feel about the service being provided?” said Rich Hand, HDI executive director of membership. “Because HDI is a third party collecting the satisfaction data, customers are more comfortable to respond and respond honestly. This leads to reliable customer satisfaction data and reports that are useful to the company for benchmarking and strategic planning.”
About Halogen Software
With nearly 1000 customers worldwide, Halogen Software Inc. has established itself as the leading provider of employee performance and talent management solutions. Halogen offers powerful, easy-to-use, and affordable Web-based software that dramatically improves HR and line-manager productivity.
The company's award winning suite provides organizations with everything they need to develop and retain a high performance workforce: Halogen eAppraisal™ helps drive bottom-line success by making it quick and simple to deliver professional employee appraisals that align with organization goals. Halogen eCompensation™ automates the entire compensation adjustment process including budget distribution and approval. Halogen eSuccession™ makes it simple and affordable to get a best practices succession planning program underway - right away. And Halogen e360™ automates and simplifies formal 360-degree feedback procedures and offers sophisticated performance reporting.
Industry specific suites are provided for Healthcare and Financial Services. Halogen eAppraisal Healthcare™, exclusively endorsed by the American Hospital Association, helps healthcare organizations produce meaningful appraisals on time and allows them to always be in a "ready state" for accreditation surveyors from JCAHO®, OSHA, ACHA, and others. Halogen eAppraisal for Financial Services™ helps financial services organizations reduce the risk of non-compliance and ships with a comprehensive library of industry specific competencies and authoring aids.
About HDI’s Customer Satisfaction Index Service
HDI , the world's largest membership association for IT service and support professionals and the certification body for the industry, launched the HDI Customer Satisfaction Index in 2005. HDI’s Customer Satisfaction Index is a user-friendly, secure, web based system that automatically sends survey questionnaires to customers who have recently contacted the subscribing company’s support center. HDI’s Customer Satisfaction Index works seamlessly with most existing call tracking systems, and does not require any HDI software. The system runs on an SSL server. Subscribers can measure their support centers’ performance against their established goals, others in the service and support field, as well as companies in a specific industry. More than forty global IT service and support experts consulted with HDI to build the Customer Satisfaction Index service and the associated standardized questions.
Media contacts
Donna Ronayne
VP, Marketing & Business Development
Halogen Software
T: 613-270-1011 x 320
E: dronayne@halogensoftware.com
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