Online freight provider Freightquote recently surveyed customers it did business with in 2011. The company used the Net Promoter methodology (NPS), a standard cross-industry metric to measure customer satisfaction, to gauge the results. Freightquote.com earned an overall Net Promoter score of 68, which is significant considering companies with the most efficient growth engines operate at NPS ratings of 50 to 80 percent. When asked to rate their satisfaction with Freightquote.com, 74 percent of respondents gave the company scores of 9 or 10 on a 10-point scale. In addition, 77 percent of respondents also gave Freightquote.com a 9 or 10 when asked how likely they were to recommend the company.

The dedicated customer service Freightquote.com delivers has directly impacted its growth. In 2011 alone, the company saw a 23 percent increase in revenue. Freightquote.com also saw a 33 percent year-over-year increase in first-quarter customer growth. This is a reflection of the company's strong customer focus and solutions-driven, U.S.-patented technology.

Amdocs, the leading provider of customer experience systems and services, today announced that Sprint, one of North America's leading wireless service providers, is deploying Amdocs' Smart Agent Desktop in order to enhance its customers' experience while giving its customer service representatives (CSRs) a more intuitive, time-saving customer management solution.

Sprint is deploying Amdocs Smart Agent Desktop, one component of Amdocs' CES (Customer Experience Systems) product portfolio, to thousands of its CSRs in contact centers worldwide in a phased rollout. Smart Agent Desktop is already providing substantial improvements in front-line productivity metrics, including a reduction in the average time it takes a CSR to handle a call.

For Sprint's customers, the new system, along with other improvements, brings with it the expectation of quicker responses, more accurate transactions and fewer repeat calls because Sprint's customer care agents are able to resolve more issues on the first contact.

LEAP Financial, a vehicle leasing company that serves consumers who have difficulty obtaining credit, announced the results of their most recent customer satisfaction survey. LEAP asked customers to rate their overall satisfaction with LEAP using a scale of 1 to 5, with 1 being 'Not Satisfied' and 5 being 'Very Satisfied'. 80% of customers responded with high and very high rankings. LEAP also received favorable ratings on other satisfaction measures, including 80% of respondents noting that they would recommend LEAP to a friend.

Customers were asked why they chose LEAP. By a margin of 2 to 1, the most frequent response was that LEAP understood their situation and was easy to work with. When customers were asked to compare LEAP Financial with their prior lenders, the two most frequent responses were that LEAP understood their situation and was responsive to their needs.

The University of North Carolina Wilmington today announced a strategic partnership with OpinionLab, the pioneer and global leader in Voice of Customer (VoC) feedback. The new partnership empowers student learning and faculty research to advance the state of the industry, and creates new connections between UNCW and local technology leaders.

UNCW students and faculty are known for their knowledge, excitement and excellence, said Rand Nickerson, CEO of OpinionLab. This drove our recent decision to open a new office in Wilmington, and we’ve already benefited from our strong relationship with the UNCW community. As a company built on research and innovation, we're excited to take the next step and establish a formal partnership with this great institution.

Allegiance, Inc., a provider of VOCi (Voice of Customer Intelligence) technology and services, announced today that it has partnered with uSamp, a provider of technology and survey respondents used to obtain consumer and business insights. uSamp's growing Business-to-Business and Business-to-Consumer online survey sample database offers easy access to qualified survey respondents that will aid in the success of Allegiance client programs.

Allegiance is the provider of Voice of the Customer (VOC) software, which gathers both solicited and unsolicited customer feedback from multiple channels to provide insights that can be acted upon immediately to improve the customer experience. The partnership with uSamp allows for Allegiance to provide panel capabilities within the Allegiance Engage platform. This integration will make it easier for Allegiance customers to target a general population or a targeted group of qualified survey respondents.

iPerceptions Comment Cards are personalized to have the same look and feel as a company's brand and give website visitors the opportunity to offer suggestions, explain dislikes or give praise about any issue -- using their own words. Website visitors are asked to identify the nature of their feedback up-front, which enables companies to segment the comments by type in order to isolate specific issues, get advice, or see what they're doing right.

Comments are analyzed using an interactive dashboard, which includes one-click concept qualification of the open-ended feedback. The results can be displayed on a score card or trended over time, either by page, section or site-wide. Additional segmenting variables include number of respondents, referral ratings, Net Promoter scores, and comment types (dislikes, suggestions, likes).

Companies can immediately take action on feedback by using the email option, which provides the ability to respond to individual customers and address issues directly. The system includes a CRM Inbox to manage feeback and communication with individual customers.