November 25, 2017

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Product Innovations and Customer Wins Drive Success for Confirmit

by Fran Cator, Tuesday 12 September 2017

Product Innovations and Customer Wins Drive Success for Confirmit in First Half of 2017

Confirmit announces highlights and accomplishments, marking an outstanding start to 2017

London, UK, Oslo, Norway and New York, NY, 12 September, 2017 – Confirmit, the leading global customer experience solutions provider for Customer Experience (CX), Voice of the Employee (VoE), and Market Research (MR), today announced business highlights and achievements from the first half of 2017.

This successful first half comes on the heels of another milestone year in 2016 for Confirmit, which marked twenty years of business and the highest annual sales in its history. Bolstering this momentum at the start of 2017 was the announcement that Ken Østreng, the company’s long-serving CFO of twelve years, would transition to President and CEO.

“We are very pleased with how we’ve kicked off the first half of 2017, and look forward to continuing this success into the rest of the year,” said Ken Østreng, Confirmit President and CEO. “With new innovative offerings and services in the pipeline for 2017, we will further enable our customers to increase the impact of their VoC, VoE and MR strategies, deliver more insight and improve ROI.”

Use of Confirmit’s solutions continued to grow significantly, with over 1.4 billion questionnaire pages delivered on SaaS platforms in the first half of the year, and a 20% increase in the number of dashboard reporting viewers, demonstrating the crucial role of sharing insights across an organisation. Confirmit delivered 100% uptime for its U.S. and Australia based SaaS environments, and 99.999% uptime for its EURO based SaaS environment.

Innovation In the first half of 2017, Confirmit made key product upgrades and enhancements to its solutions, including the launch of Version 22 of Confirmit Horizons, its award winning multi-channel platform. The updated features enhanced text analytics capabilities that make it easier for companies running VoC and MR programmes to easily extract more meaningful insights from text responses.

The company realised a 150% increase in completed surveys across CAPI (Computer Assisted Personal Interviewing) programmes as a result of the continued innovation in CAPI technology. This includes the launch of Confirmit AskMe, a mobile app that allows participants to respond to multimedia or text surveys wherever and whenever it suits them – regardless of Internet connection. Available on Android and iOS, customers can receive company branded surveys through just one link, giving them the option to take part online or download the app to complete.

Also launched in H1 was Confirmit Survey Designer, an intuitive survey creation tool that removes the complexity of advanced survey generation and enables questionnaires to be created in half the time of many competing solutions.

In its continued push to enable companies to prove the value of their Customer Experience programmes, Confirmit launched Confirmit CompassTM, a comprehensive, five-stage VoC maturity model, designed to advance the overall goals of effective customer experience management.

Customer Success Confirmit noted a huge increase in customer use of its platforms in Australia, with a 240% increase in completed survey on the Australian SaaS platform over H1 2016. This reflects the company’s commitment to supporting its clients in the Asia Pacific region with its highly reliable local services.

There was a steady increase in new customers joining Confirmit’s ranks, notably KeHE, Circle Research, and Ecorys.

“Customer centricity is core to the Elevate business, which is reflected by the excellent TrustPilot and NPS® scores we enjoy on an ongoing basis,” said Jon Lofthouse, Head of Product, Elevate Credit. “Creating a first-class VoC programme has been easy through the combination of Survey Designer, Active Dashboards and the online Learning Management System that Confirmit provides. With no training at all we’ve been able to build what we needed to gather the insights that we were hoping for, and it’s made a huge difference to the programme.”

Confirmit customers continued to see the impact of running Customer Experience programmes on Confirmit’s solutions, with results including: • A year-on-year sales conversion increase of 7% • An increase in Transactional NPS® from +51 to +64 in a two-year period • Improved Speed of Service by 43% • A 7% reduction in call volume resulting in significant cost savings.

Confirmit hosted a number of highly successful events in the first half of the year, including the Annual B2B Summit in New York City, “Mind Your Language! How Listening Delivers Insight-Driven Success” in London, and a number of well-attended Lunch and Learn events in the US. Customer speakers at these events included: InSites Consulting, Siemens Corporation, and Bupa Global.

The company also experienced a high renewal rate and a significant number of customers renewing seven-figure contracts. This includes a new three-year deal with ICM Direct to support all the company’s data collection activities.

Additionally, Confirmit made several customer-related strides internally, with a 44 percent YOY increase in customer experience consultants – a direct result of Confirmit’s growing customer profile.

Industry Influence and Recognition Confirmit was cited as a Leader in the The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017 evaluation report. Forrester’s analysts recognised that “Confirmit’s strengths lie in surveys, analysis, and guidance, especially for B2B firms.”

Confirmit announced the winners of its first annual Young Market Researcher Awards, a new programme focused on identifying and rewarding the talents of twenty Market Researchers who are in their twenties and working to drive innovation in the sector. This year’s honourees represented more than eight countries.

Additionally, Confirmit hosted its 12th annual ACE Awards, and had the highest number of submissions ever received. With a roughly 20 percent increase in winners from last year and fourteen first time recipients, those honoured in the 2017 ACE Award programme represent global companies from a range of industries, all committed to measuring, understanding, and acting upon the customer experience. Confirmit customers winning the 2017 ACE Awards included: AIG Travel, Asurion, Bupa Global, LexisNexis, Siemens, Ulta Beauty, and Virgin Money.

Finally, reaffirming Confirmit’s progress and growth, Confirmit received a number of accolades through the first half of the year. These include: • Winner: TMC 2017 CUSTOMER Product of the Year • Winner: 2017 CUSTOMER Magazine CRM Excellence Award • Finalist: 2017 UK National Innovation Awards (finalist) • Service Leader: 2017 CRM Magazine Service Leaders: Enterprise Feedback Management • One of the “50 Most Innovative Companies in Market Research Q1-Q2 2017” GRIT report by Greenbook.

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