About Us

What We Do

We help e-service providers deliver better Quality of Experience than their competition -- so they can get and keep more customers and make more money.

What unique selling points do you offer?

First of all, our platform is an is on-demand Software as a Service, so instead of hiring an expensive marketing research firm and waiting weeks for results, our customers can measure as much as they want, whenever they want, and for a much lower price. Next, the platform automates and simplifies the process of diagnosing customer sentiment – how customers feel about their SaaS Quality of Experience, or QoE. The platform comes from over 20 years of scientific study into service quality of experience, consumer behavior, and also takes into account multiple industry service management frameworks. Bottom line is that its like having a team of PhD's in marketing, psychology and service management all rolled up into an affordable and easy to use on-demand SaaS offering.

Describe the services you offer?

We measure quality and value from an "out-side in" customer point of view. The platform does all the data collection, analysis and then presents a prioritized "to do list" of actions the provider should take if they want to increase customer satisfaction, loyalty, retention, purchase decisions and the financial performance of their company. We show exactly which combination of quality and value components our customer needs to improve to satisfy their customers.

Describe your target market?

Our target market is the established SaaS provider since they face the most competition right now. Today's picky customers have lots of options in the SaaS space, and failing to gain and keep customers is a top concern for all SaaS providers, but especially this group. Smaller and startup SaaS providers are also good targets for us too since they are less likely to have the expertise or money to invest in critical marketing research.

How is your company planning for the future?

For the future we will include advanced demographics and benchmarking features so SaaS providers can see how they stack up against their competition – not from a feature/function perspective but from a Customer Quality of Experience perspective. Another development area is measuring SaaS customer maturity from a social or community perspective. Such community maturity data will help SaaS providers better understand what to offer and how to package their services for highest returns. Both of these efforts reinforce our core value -- helping our customers get and keep more customers.

What benefits can you offer your customers?

Our customer benefits include getting and keeping more customers by offering better Quality of Experience than their competition. This of course means they usually also make more money on their offerings as well.

How do you support your customers?

As you might expect given what we do, we know that the #1 issue causing SaaS customers to switch or cancel service is not being able to reach someone when they need to – so we focus on being available! We support our customers through a well-designed SaaS offering, an easy interface with help at every step, a comprehensive WIKI, a community board, email and of course telephone.