Asurion Demonstrates Commitment to Transparency by Publicly Displaying Customer Ratings and Feedback
Mindshare Technologies, a leader in Voice of the Customer (VoC) technologies, today announced the winner of the 2012 Mindshare Innovation Award is Asurion, a global leader in consumer technology protection services. Asurion was formally honored at Mindshare’s annual Best Practices Conference in Park City, Utah.
“We are very impressed with Asurion’s approach to open and transparent customer feedback, and as we made our assessments in preparation for this year’s Innovation Award, it quickly became apparent that they were the clear winner,” said Lonnie Mayne, chief experience officer for Mindshare. “Instead of fixating on the feedback from a vocal minority, Asurion has recognized the importance of each and every customer response, and has put their money where their mouth is by putting it all out on display.”
Earlier this year, Asurion began publicly sharing all of its customer ratings and feedback on its website — demonstrating a deep commitment to company transparency and customer satisfaction. Mindshare’s internal selection committee thoughtfully evaluated all of its clients to determine which organization best used real-time customer feedback during the past year.
“At Asurion, we are committed to our customers. The data we are able to collect using the Mindshare platform paints a much more comprehensive picture of what our customers think, and that information has proved invaluable as we shape our operational strategies,” said Bonnie Speck, Sr. Director of Customer Experience. “We are honored to receive this award from Mindshare, and look forward to continuing an innovative and beneficial relationship.”
Asurion is the cell phone protection company chosen by every major wireless carrier. The company insures the handsets of more than 95 million consumers, protecting their investments and quickly reconnecting them in the event of handset loss, theft or out-of-warranty damage, including liquid damage. When a claim is made by phone or online, replacement devices are shipped as soon as the next day, ensuring that customers are reconnected quickly. Asurion maintains an average post-claim customer satisfaction rating of 4.5 out of 5 stars.
About Mindshare Technologies
Mindshare drives operational improvement. Using Mindshare, companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare’s proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. For information, visit www.mshare.net.
Mindshare Technologies Public Relations