For CyberSource, Award-Winning Customer Satisfaction Pays

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Challenge

CyberSource Corporation, a leading provider of electronic payment, risk management, and payment security solutions, wanted to ramp up its customer feedback program to encompass best practices for capturing, analyzing and acting on customer data. They were also looking for expertise and innovative survey strategies to improve the quality of their customer feedback.

Solution

MarketTools® CustomerSat™ provides a robust enterprise feedback management solution to help CyberSource capture daily transactional data, analyze customer information, and act on the issues that impact customer satisfaction. Expert consultants provide leadership and best practices guidance to help CyberSource get more value from their customer feedback program.

Results

• Significant increase in satisfaction of small business customer segment
• Rapid, effective customer problem resolution, with employees motivated around customer Satisfaction
• Five-Year track record of consistently high enterprise customer satisfaction