PHOENIX, Arizona — December 17, 2009 — According to customer surveys conducted by Mitel® using a process validated by Walker Information, up to 98 percent of Mitel customers are satisfied or very satisfied with the care they receive through their relationships with Mitel. The quarterly surveys measure customer satisfaction in three key performance areas: issue resolution, customer care center experience, and field services/technician interaction. The results show that alongside Mitel's award-winning unified communications solutions, Mitel also provides an excellent customer care experience.
Timely and complete resolution is the end goal for any customer care center, and Mitel's high scores in this area reflect its commitment to effectively solving customer challenges. According to the survey, 94 percent of Mitel's customers are satisfied or very satisfied with the timeliness of resolving their issues. Additionally, 97 percent are satisfied or very satisfied with the level of completion of their request.
Customer Care Center
Mitel understands the need to meet customer demands in a timely and effective manner which requires that its well trained staff move quickly to meet expectations. 96 percent of customers said they are satisfied or very satisfied with speed of answers to queries and knowledge level of the Mitel representative assisting them.
According to the survey, field and technician services rank at the top for Mitel customers. 98 percent of customers are satisfied or very satisfied with the professionalism and communications abilities of the Mitel technicians. Additionally, 98 percent are satisfied or very satisfied with the efficiency of their site technicians, making on-site support the highest-ranked category in the survey.
"Mitel has long been known for its superior unified communications solutions," said Rick Dell, president of U.S. sales, Mitel. "But no company can retain customers without supporting those solutions with top-notch service. As these surveys demonstrate, Mitel's commitment to excellence covers every facet of a customer engagement. Our employees are professional, knowledgeable, and most of all, focused on continuing Mitel's leadership in customer care."
Mitel has built a reputation for excellence, in part by rolling out cutting-edge solutions and showcasing continuous innovation. The customer satisfaction results highlighted in these surveys are yet another indicator of the company's success in its chosen market.
"In December 2009, Walker Information conducted an independent review of the methodology Mitel is using to collect feedback on its Customer Care service, and has issued a statement in support of their program," said Jennifer Batley, vice president at Walker Information. "Based on our expertise in the area of customer loyalty measurement and management, it is the opinion of Walker Information that Mitel's internally-managed Customer Care customer satisfaction survey is conducted using a methodology which includes processes and controls such that there is a reasonable expectation of generating reliable assessments of customer opinion."
For full details of the survey, please visit: http://www.mitel.com/resources/2009_Customer_Care_Survey_Results.pdf
For a report detailing Walker Information's full opinion on these surveys, please visit: http://www.mitel.com/resources/2009_CCSurvey_Walker_Opinion.pdf
Walker is a privately held consulting firm specializing in customer strategy. Helping businesses for more than 65 years, Walker's diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer loyalty and related customer strategies, including innovative approaches to segmenting, valuing, obtaining, serving, and retaining customers. Walker works with some of the world's most influential businesses as well as emerging organizations of all sizes. Walker (www.walkerinfo.com) is headquartered in Indianapolis, Indiana.
Mitel delivers flexibility and simplicity in smart unified communications solutions and applications for organizations of all sizes. Combined with a full range of managed services that include voice and data network design and traffic provisioning, custom application development, and attractive financing options, Mitel is reinventing how successful organizations gain competitive advantage by easily collaborating and communicating over distance and time with customers, colleagues and partners. Mitel's (www.mitel.com) US headquarters are in Phoenix, Arizona. Global headquarters are in Ottawa, Canada, with offices, partners, and resellers worldwide.
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