September 26, 2007
Satmetrix Expands Its Customer Loyalty Offerings with Acquisition of Informative, Inc.

Satmetrix, the leading global provider of applications and consulting services to measurably improve customer loyalty, today announced the acquisition of Informative, Inc., the industry's leading provider of interactive online solutions for engaging customers in an ongoing dialog to identify priorities and drive loyalty.

Through its patented Adaptive Conversation technology, Informative provides marketing analytics that helps companies engage their most loyal and influential customers and involve them in critical customer decisions that increase sales and build advocacy.

"This is a strategic win for us and our clients since Informative adds the capability to have an ongoing, interactive conversation with customers to drive customer centric decision making," said Richard Owen, CEO of Satmetrix. "As a result, we will offer the most comprehensive solution to measure loyalty, take immediate action, and engage customers in an ongoing dialog resulting in improved customer loyalty and financial growth."

The Informative solution has been used by several big brands such as A&E, HP, ING Direct, Intuit, LEGO, P&G and Yahoo! to engage in a dialog with customers. This allows them to drive innovation into their products and services and to create a superior brand experience using fresh insights and priorities gleaned from the voice of the customer.

"The Net Promoter community will benefit from these two companies coming together to deliver a more complete solution for driving customer loyalty," said Fred Reichheld, creator of Net Promoter and Satmetrix board member. "Satmetrix's solutions help organizations take action on customer feedback. With Informative's solutions to facilitate on-going customer dialog, firms can drive superior customer loyalty and growth. I discussed both Satmetrix and Informative in my latest book, 'The Ultimate Question', as best-practice examples--and together, they can establish an even higher standard."

"Through our relationship with Informative, we've been able to take the Voice of the Customer, determine what's most important, create quick internal agreement and make positive changes to the customer experience," said Barry Saik, VP of Product Management at Intuit Inc. "Net Promoter has been a driving force in building a customer centric culture and we are excited that Informative has joined Satmetrix."

Satmetrix currently offers a comprehensive solution to collect and distribute customer feedback to every employee in the enterprise. Customer applications include improved sales and service operations through both transactional and relationship analysis. This leads to organizations wanting to continue the dialog with customers to perform root cause analysis, identify product requirements, and leverage promoters for positive word of mouth. Satmetrix and Informative will be working to develop integrated offerings that enable organizations to fully engage customers in all aspects of the business from marketing, sales, products, service and support.

"The Satmetrix Customer Loyalty solution has enabled us to strategically manage key account relationships and drive customer-focused behavior in the organization," said John Johnson, Client Satisfaction Management at Unisys. "We are pleased to see Satmetrix continue to innovate in bringing new solutions that drive loyalty improvements."