1. WINNERS’ STORIES

2. CONTENTS
12
14
16
18
28
30
2006
08
04
26
24
22
10
INTRO
BSI
LEADING RETAILER
BEST BUY
21ST CENTURY INSURANCE
AIG GENERAL LIFE
AIG PROPERTY CASUALTY
AIG TRAVEL
COPART
ANSYS
WINNERS’ STORIES
DELL SOFTWARE GROUP
KEEPFACTOR
LIVINGSOCIAL
MOORE MEDICAL
PHILADELPHIA INSURANCE
THE TORO
COMPANY
W5 & GAS
NETWORKS IRELAND
PODS ENTERPRISES
THE HANOVER
INSURANCE GROUP

3. The Confirmit ACE Awards showcase businesses
who are true leaders in customer excellence.
In the 10 years since its inception, the program
has recognized the companies for whom the
Voice of the Customer is not just a business
process, but built into the fabric of the company
to improve business results and drive change.
I’m proud that so many of the world’s leading
companies work with Confirmit to develop
exceptional customer experience initiatives.
>> The Confirmit ACE Awards program
celebrates outstanding achievement in Voice
of the Customer and customer experience.
Receiving a Confirmit ACE Award is a distinct
honor that demonstrates an organization’s
rigorous application of Voice of the Customer
best practices, and its outstanding performance
as measured by those processes.
The winners’ stories in these pages are just a
handful of the remarkable submissions that
demonstrate how the Voice of the Customer
has the power to drive an organization forward,
delivering positive customer experiences and
Return on Investment.
About the Confirmit ACE Awards
Henning Hansen
President and CEO, Confirmit
“
“
4 5

4. “Our program thrives because of the timely analysis of feedback from surveys, frontline associates, call monitoring, and
customers, including complaints. Results of analysis are presented to all levels of employees, driving the development of
action plans to close process gaps and educate/coach our representatives. The entire process ensures a superior customer
experience.”
Alan Ciaverelli
Head of 21st Century Service Operations
21st Century Insurance is part of the Farmers Insurance Group of
Companies®
. 21st Century wanted their customers to experience
excellent service and a commitment to satisfaction at all
touchpoints.
21st Century launched a touchpoint survey for the entire customer
service organization. Participation is prompted through an
automated invite at the end of a call. The customer service team
is dedicated to reviewing alerts, researching issues, contacting the
customer within 24 hours, and identifying opportunities to improve
key business processes. Automatic alerts are also generated for
perfect scores, and are routed to service management and
frontline representatives to recognize excellence.
Driving Action
• Survey covered 3.5 million calls per year and 625 representatives
• Net Promoter Score® (NPS) improved by 5.5 points
• Billing improvements resulted in nearly a 3.0 point increase in
billing satisfaction in a year.
21st Century Insurance
Program Thrives Following Timely Analysis
of Feedback
6 7

5. American International Group, Inc. (AIG) is a leading
international insurance organization serving customers in
more than 100 countries and jurisdictions.
AIG wanted to measure Net Promoter Score®
(NPS),
Satisfaction, and Ease of Doing Business, with a view to
embedding customer-centricity across the organization.
Touchpoint surveys are deployed shortly after a customer
interaction. The flexibility of surveys allows each region to
add customized questions to cater for local needs.
NPS scores are linked to an alerts process so the appropriate
person can take action. Customer feedback is used
for operational improvements and also contributes to
marketing initiatives.
American International Group, Inc. (AIG) is a leading
international insurance organization serving customers in
more than 100 countries and jurisdictions.
AIG General Life wanted to combine customer feedback
from contact centers supporting two lines of business.
With the help of Confirmit, AIG executed tactical surveys
after a customer’s interaction with the contact centers.
The survey comprises Net Promoter Score®
methodology as
well as three overall satisfaction scores. These scores include
ratings on the contact center representative, the customer
care experience, and the company overall.
Project Results
• 10 point improvement in NPS
• VoC program has grown from covering 10 regional
markets to more than 50
• Surveys fielded in English plus local languages across
EMEA, APAC and Americas
• Executives can view quarterly regional and country-
level reports
• Dashboards provide real-time views into data by
country, line of business and touchpoint
• Project outcomes transformed AIG’s culture to better
serve and understand customer needs.
Project Results
• 35% increase in customer satisfaction
• Quality vision introduced to ensure quality and
accountability run parallel with customer interests
• Coaching sessions target customer concerns with
contact center representatives
• Redesign of the quality monitoring form
• Focus groups discuss lower scores and determine
improvement opportunities to identify best practices.
“The key to the success of our program
is in the increasing level of engagement
towards customer-centricity throughout
the enterprise, from frontline employees to
the C-level.”
Jeffrey Polevoy
Global Head of Customer Experience
and Market Research
“As a company we are always
engaged in the initiative to streamline
the way we do business across
multiple service centers and locations.
Our Voice of the Customer program
validates the customer’s overall
satisfaction scores regardless of
location. The contact center survey is
the first of several survey programs to
develop a consistent and meaningful
survey capable of being deployed
across the different lines of business.”
Holly Bonnett
Associate Director of Service
Development
AIG Property Casualty
Transforming Company Culture Across
Regions
AIG General Life
Streamlining the Business Across Multiple
Service Centers and Locations
8 9

6. AIG Travel, a worldwide leader in travel insurance and
assistance, provides Travel Guard products and global
assistance services to individual travelers and corporate
clients around the world. Travel Guard products and
services deliver comprehensive single-source solutions
through wholly-owned assistance centers located in Asia,
Europe and the Americas.
AIG Travel wanted to understand its customers’
experience when purchasing travel insurance in order to
drive business improvements.
The company implemented a Voice of the Customer
program comprised of transaction-based surveys to
learn more about customer experiences after they have
purchased a travel insurance plan via its call center.
Surveys are sent to customers immediately after purchase
so the experience is fresh in their minds, increasing the
accuracy and detail of responses.
Driving Action
• Enhanced employee recognition when the agents
receive positive customer feedback
• Improved sales training to front line call center agents
• Introduced targeted marketing campaigns that have
delivered new revenue, helping to boost the bottom
line.
AIG Travel
Measuring Customer Experience Helps
Boost the Bottom Line
“We are a service organization that
prides itself on helping our customers.
Our excellent customer care is
apparent based on our high survey
results. Surveys are sent out daily
to customers who purchase travel
insurance so their experience is fresh
in their minds. This helps us gain a
clear view of what our customers
experience during each transaction.”
Karla Turzinski
Vice President of Assistance
Center Operations, North America
10 11

7. ANSYS, Inc
Using Feedback to Meet Corporate Goals
If you’ve ever seen a rocket launch, flown on an airplane, driven a car, used a computer,
touched a mobile device, crossed a bridge, or put on wearable technology, chances are
you’ve used a product where ANSYS software played a critical role in its creation. ANSYS is
the global leader in engineering simulation. They help the world’s most innovative companies
deliver radically better products to their customers. By offering the best and broadest portfolio
of engineering simulation software, ANSYS helps these companies solve the most complex
design challenges and engineer products limited only by imagination.
ANSYS needed a way to run multi-touchpoint Net Promoter Score®
(NPS) analysis and use
that information to create corporate goals, therefore enhancing employee feedback and
continually improving.
ANSYS implemented a 7-touchpoint Voice of the Customer program, and through Confirmit’s
live dashboards, feed insights directly to managers, providing company-wide data split by
customer type, business unit, region and office.
“Improvement has become ingrained in our processes at ANSYS, Inc. and
is the way we do our business. Our quality metrics continue to be monitored
and improve. These metrics are driven by the use of our customer feedback
process, making use of all the analysis capabilities at our disposal.”
William Bryan
Corporate Quality Manager
Project Results
• 23% increase in NPS score
• Email alerts sent to managers helping to rectify negative feedback and promote good
support practices following positive feedback
• The Customer Experience Council regularly reviews metrics and charts to monitor progress
against corporate goals and take any corrective actions needed to try to meet them.
Mr. James E. Cashman
ANSYS, Inc President & CEO
12 13

8. Leading Retailer
Drives Business Success with Customer Feedback
One of the United States’ largest retail brands has nearly 700 stores
and is the leading provider of content, digital media and education
products. The retailer placed little focus on soliciting actionable data
from customers and needed to better understand and improve the
customer service experience.
It was essential for the retailer to find a partner that had a flexible
product with a variety of offerings. After a competitive review process,
the retailer selected Confirmit. Confirmit would be an extension of its
own team and play a consulting role when necessary.
The retailer’s VoC program includes a variety of dynamic email surveys
that include a number of variables allowing survey questions to evolve,
crafting new and unique questions based on the previous answer.
Driving Action
• 800,000 surveys per year and 14% response rate
• 6.8% increase in customer satisfaction
• Targeted improvements to agent training
• Standardizing the customer experience through third-party sellers,
no matter the location
• Hard data drives development of outsourced relationships.
“The VoC program has absolutely
driven business decisions internally. It
impacts who we outsource to – we run a
month-over-month report that shows our
managers how our outsourcers are doing
against each other.”
Senior Manager of Customer Service
Solutions
Best Buy is the world’s largest multi-channel consumer
electronics retailer in the United States, Canada, China, and
Mexico, with more than 1 billion website visitors and 600 million
visits to U.S. stores each year.
With an evolved customer experience program, Best Buy
wanted to view their customer base with a new perspective
using the Net Promoter Score®
.
During a transaction with Best Buy, every customer receives an
invitation to the main retail survey. NPS scores of 6 or less are
flagged to discuss a problem resolution. Feedback is shared
across marketing, executives and field personnel through live
dashboards, and reports are exported into periodic and ad-
hoc reporting.
Driving Action
• Implemented a “Renew Blue” certification process based
on learning performance and assessment of individual
store locations
• Improved the visibility of ‘In Store Pick Up’ area in order to
increase customer awareness
• Teams in the field now focus on associate availability
after determining the impact this has on the likelihood a
customer will recommend Best Buy.
“Insights from both purchasers and
non-purchasers are used to shape
our company culture. All employees,
in-stores and corporate, have access
to the data and are engaged in the
program. The results are not only
discussed in performance appraisals,
but updates are provided in every
earnings release.”
Tony Vietti
Enterprise NPS Operations
Manager
Best Buy
Insights that Shape Company Culture
14 15

9. “Our belief in the power of VoC resulted in our decision to brand our entire
customer initiative as ‘One Voice’. The program now covers the vast majority of
BSI’s business streams and operates globally, helping to keep the Voice of the
Customer ‘front and center’ in all countries in which BSI operates.”
Tony Reilly
Group Marketing Director
BSI (formerly British Standards Institution) is a multinational business
standards company that helps organizations drive performance, reduce
risk and grow sustainably. As new players within the standards space, the
challenge was on to maintain competitive advantage.
To meet this challenge BSI needed to increase consistency of its surveys,
focus on customer issues, streamline and reduce the existing surveys, and
enhance its reporting capabilities. BSI also needed to engage employees
to focus on the customer at every touchpoint.
The creation of the customer journey map and two customer surveys
enabled BSI to understand gaps in the customer journey and to identify
new opportunities.
Driving Action
• Voice of the Customer program was optimized to deliver increased
competitive advantage in the standards market
• Dramatically streamlined survey process, from 18 to 2 surveys that
deliver more accurate insight
• 2,500+ monthly responses, across 5 business streams, in 16 languages
and from 30 countries
• Increase in Net Promoter Score®
(NPS) to 50+, with 80% of customers
agreeing/strongly agreeing they benefit from BSI purchases.
BSI
‘One Voice’ Keeps the Spotlight on the Customer
16 17

10. Copart provides vehicle sellers with a full range of
remarketing services to process and sell salvage and clean
title vehicles to dealers, dismantlers, rebuilders, exporters
and to end users through an online multi-channel platform.
Copart wanted to gauge customer satisfaction with
physical location and website experience.
Copart has implemented 8 surveys with the intention of
gaining insight on opportunities to improve the buyer
Copart
Employees Strive for Great Customer Service
experience and current strengths. The focal goal was to
improve their key metric; the likelihood that members would
endorse Copart to others, based on their experience.
The Marketing team opens cases for reoccurring themes,
working closely with other departments to institute positive
change.
Driving Action
• 66% improvement in KPI
• Monthly NPS®
Score award
• Action Management alerts open cases for 150+ General
Managers to respond to our customers that provide
feedback
• Training and testing to improve payments at physical
locations
• Developed member guides and other content in
Spanish
• Production of educational campaign called “Smart
Buying” and new video content
• Additional surveys in continued efforts to improve
customer satisfaction and build out buyer profiles for
more tailored onboarding content
• 200+ have access to the live dashboards, including
executives.
“The Copart buying process allows us
to interact with customers online and in
person. It’s extremely important that those
experiences are consistent and aligned
with our values in order to fuel Copart’s
growth. This survey program allows us
to make timely positive changes while
maintaining our high level of output. We
are using customer feedback to make
change and it’s great.”
Emily Rediker
Brand Manager
18 19

11. Dell Software, when combined with Dell hardware and
services, helps customers simplify IT, mitigate risk and
accelerate business results. Dell wanted to understand
their Net Promoter Score®
(NPS) in regards to customers’
interaction with Dell’s Software Technical Support
Department.
Customers receive survey invitations once their help desk
case is closed. They are asked the likelihood they would
recommend Dell Software support.
Survey results are shared with management through a real-
time dashboard, the executive leadership teams in monthly
presentations, and with engineers via email, meetings and
performance reviews.
Project Results
• Better user experience: engineers receive feedback
to measure their performance and managers work to
improve their team’s performance
• Product improvements: feedback is looped directly to
product development teams to deliver the true Voice of
the Customer
• Improved customer experience: the Knowledge
Center Support team uses feedback to create articles
addressing areas of concern, thereby improving the
visitor portal customer experience.
“The level of dedication and support to its employees is what makes our program so
successful. Empowering our employees and providing the tools and real time data
needed to be successful allows everyone – executives and engineers – to serve our
customers in the best way possible.”
Prudence McMaster
Senior Program Product Manager
Dell Software Group
Empowering Employees to Help Customers
in the Best Way Possible
Driving Action
• Improved communication between landlords and
tenants
• Ranking system assists understanding of vacancy
risks and the employees’ role in maintaining tenant
satisfaction
• Increased transparency leads to high retention rates
and a sustainable business model
• 50% average response rate.
KeepFactor
Leveraging Customer Satisfaction in
the Real Estate Industry
KeepFactor provides landlords with clear and actionable
insight into the critical issues that contribute to a sustainable
and profitable commercial real estate business.
The company needed a solution to help landlords respond
quickly and efficiently to changing requirements and
increasingly high demands from its customers in order to
retain tenants.
KeepFactor routinely surveys business tenants and their
employees to monitor the ‘health’ of the building and
overall working environment. Questionnaires are completed
on PC, smartphone or tablet and provide anonymized data
around satisfaction scores and areas to address, via a clear,
intuitive reporting dashboard.
As a result landlords can strategically prioritize their
investment across their portfolio, and tenants are provided
with insights to help boost employee satisfaction levels.
“The transparency provided by the KeepFactor survey is a win-win for all concerned.
At the end of the day, satisfied employees result in stable tenants and a secure Real
Estate business.”
Merijn Brouwer
Founder
20 21

12. Project Results
• 20% increase in KPI
• Creation of “Feedback Loops.” Customer
feedback, including specific examples, is
presented to all department heads in an effort
to improve the customer experience and
process
• LivingSocial’s quality program changed from
process-driven to experience-driven, based on
customer feedback
• Based on survey feedback, the training program
was reinforced with Empathy and Customer
Retention training.
“Our program is successful, because
we listen to our customers. We take the
feedback to heart and we apply the
changes our customers want to see in
us. We challenge the standard and ‘how
we’ve always done it’ mindset.”
Kim Meehan
Vice President, Customer Operations
22
22 23
LivingSocial is the leading marketplace to find
and share the best experiences in your city and
beyond.
LivingSocial needed a way to understand
and resolve customer concerns. The aim was
to boost its Key Performance Indicator; the
likelihood that customers would recommend
the company to friends.
LivingSocial
Understand Customer Concerns and Boost KPI
To meet these challenges, LivingSocial used
transactional surveys at multiple touchpoints
including: call center, website, non-redeemer
and post-redemption. This data is combined
with the empowerment of the customer
service team to occasionally “Surprise &
Delight” consumers to deliver world-class
customer service.

13. Philadelphia Insurance
Realizes VoC Return on Investment
Moore Medical LLC, a subsidiary of McKesson Medical-Surgical, is an Internet-enabled,
multi-channel, specialty direct marketer and distributor of medical-surgical supplies,
equipment and pharmaceuticals to 100,000+ healthcare providers.
Moore Medical had been running a successful monthly transactional survey with
Confirmit, but the company wanted more immediate and holistic insight into the customer
experience.
They transitioned to a daily data feed to better understand, research and resolve issues
directly after a transaction.
Multi-touchpoint surveys capture the representative’s skills and service level, as well as the
order fulfillment details. The company introduced Ease of Doing Business as a KPI against
which to measure success.
Driving Action
• A 12% improvement in Ease of Doing Business metric
• Improved ordering and transaction process
• Website improvements to facilitate faster and regular ordering
• Data shared across teams through a variety of channels, including alerts.
Moore Medical
Immediate and Holistic Insight into the
Customer Experience
“The customer experience program at Moore Medical has been consistently successful because of the support from
the executive leadership team. Because of this, we’ve implemented change, expanded the program and increased
employee responsiveness and attitude toward receiving positive feedback.”
Joellyn Ball
Senior Manager, Customer Experience and Data Management
PHLY designs, markets, and underwrites commercial
property/casualty and professional liability insurance
products for niche markets, incorporating value-added
coverage’s and services for select industries. PHLY partners
with local and national charitable organizations to give
back to the communities they serve. The company has 46
offices in 13 regions strategically located throughout the U.S.
The insurance industry landscape looked and behaved
quite differently in 2010 following the dramatic recession.
Customers and prospects had more questions, hesitancy
and concerns. Previously expected market share was no
longer guaranteed and the competitive landscape began
to get crowded. Philadelphia Insurance realized that long-
term success in this new market required a fresh strategy.
PHLY’s Voice of the Customer is a unified platform of five
transactional surveys, one unsolicited survey via website,
and one annual relationship survey. The company has
added to the program in order to gather a well-rounded
understanding of the customer’s experience. The program
now offers a 360-degree view of the policy lifecycle and
gathers feedback at critical touch points regardless of
department.
“Without this type of feedback it was difficult to truly integrate our customer’s voice. The management team
now uses the insight to assist with our strategic direction.”
Seth Hall
Vice President of Customer Service
Driving Action
• The location of the online chat facility was improved
resulting in a 10% increase in chat usage and reduction
in calls
• Introduction of a new billing system (the greatest area
of customer complaints) which enables agents to better
assist customers
• The Revenue Retention rate rose to 93% in 2014 while
the Account Retention rate now exceeds 90.8%
• More than 50,000 customer responses were collected in
2014
• Overall Customer Service Satisfaction Score rose to
94.6%
• Employees are recognized through regular “kudos
alerts” when they receive very positive feedback from
customers.
2524

14. Driving Action
• 300,000+ survey responses
• Continuously driving awareness and accountability
throughout the enterprise by sharing customer
feedback and understanding their perspective
• As a result of customer feedback, PODS has redesigned
web features and implemented tools to better
understand and improve the online experience
• PODS has used customer feedback to identify service
gaps and implement multiple policy and procedural
changes to improve the customer experience.
PODS Enterprises, LLC provides portable on-demand moving
and storage services. With nearly 3 million deliveries in USA,
Australia, Canada and the UK, PODS is a proven innovator
in the moving and storage industry and is proud to be the
most trusted brand in portable moving and storage.
PODS’ ultimate goal is to ensure each customer is
completely satisfied. With Confirmit’s expertise, PODS
implemented a measurement platform based on overall
satisfaction consisting of four touchpoint surveys and one
newly launched relationship survey.
Call satisfaction and post experience surveys are emailed
to the customer shortly after an interaction to obtain timely,
relevant and productive feedback.
The local markets, operations, marketing and training
departments access results via live Confirmit dashboards.
Reports are presented to the executive leadership team via
monthly and quarterly meetings, where they highlight areas
of opportunity and propose policy or procedural changes
based on feedback received.
PODS Enterprises, LLC
Embracing the Customer Perspective
“Every facet of PODS embraces the customer perspective. The
customer is first with every decision made, starting with our phone
and field associates, and all the way up to our CEO. Each department
uses Customer Satisfaction results for incentives which drives all PODS
employees to consider the customer impact.”
Sherry Johnson
CX Manager
Project Results
• The focus on customer experience made a positive impact across the
organization
• Introduction of focused employee training programs
• Rewards and recognition for individuals and teams that receive
positive customer responses.
“Our service strategy achieved a cultural
shift across our organization and while
many strategies burn brightly and then
fade, ours has not lost momentum. The
program has aided our ability to maintain
and enhance our service-centric culture.”
Coreen Gaffney
Assistant Vice President, Claims
Shared Service Operations
The Hanover Insurance Group is the holding company for several property
and casualty insurance companies, which together constitute one of the
largest insurance businesses in the United States.
As one of the most customer-oriented departments at The Hanover
Insurance Group, the company wanted to better understand the Claims
department experience and identify opportunities to improve it in order to
better retain customers.
The company launched transactional surveys after a customer claim was
paid. Results are analyzed with KPIs set for the “refer a friend” question
and overall Net Promoter Score®
. Customers giving low scores are called
by a manager to discuss and determine how the experience can be
improved. Claims personnel and regional directors are able to access the
feedback data via live dashboards.
The Hanover Insurance Group
Enhance Service-Centric Culture
26 27

15. The Toro Company Team
“We are committed to assisting our
distributor partners in a shared quest to
deliver the best customer experience
possible. The Toro Repair Service Survey is
an integral part of several important Toro
performance measurement programs, and
helps ensure we remain the industry leader
with best-in-class customer scores.”
Brad Nagel
Director, Commercial Customer Care
and Field Operations
Toro is a leading worldwide provider of innovative turf,
landscape, rental and construction equipment, and
irrigation and outdoor lighting solutions to help customers
care for golf courses, sports fields, public green spaces,
commercial and residential properties, and agricultural
fields. With more than 100 years in business, the company
attributes much of its success to building trusted relationships
by serving the needs of customers. This includes a constant
commitment to improving the customer service experience,
increasing loyalty and surpassing expectations.
Toro’s Commercial Business implemented a Voice of the
Customer program with a focus on key customer centric
metrics. Additionally, Toro used push reporting, alerts
and dashboards to assist in deeper analysis by customer
segments.
Driving Action
• Greater than 90% program participation for all North
American service channel associates
• Established performance criteria for Toro’s Corporate
Partners in Excellence and Red Iron Service Certification
programs
• Developed specific training to improve turnaround time
and ease of doing business
• Since Toro has high customer satisfaction scores, it
initiated a market segmentation project to determine
customer satisfaction based on specific markets and
service products.
The Toro Company
Strengthen Leadership Position
Through Customer Feedback
28 29

16. W5 & Gas Networks Ireland
Improving Customer Engagement
through Targeted Complaints Handling
“W5 through Confirmit enabled us to
capture how our customers felt, and
provided key insights so that we could
focus on improvements our customers
could really benefit from. The positive
trend in our results encourages
continuous pursuit of excellence.”
Marie Lyster
Customer Experience Manager at
Gas Networks Ireland
Gas Networks Ireland’s core purpose is to ensure all gas
customers receive a safe, efficient and secure supply of gas
24hrs a day 365 days a year. They own, operate, build and
maintain the natural gas network and connect all customers
to the network.
Working with research agency W5, using Confirmit, GNI
focussed on reducing customer dissatisfaction when they
had cause to complain. These customers were surveyed to
assess levels of satisfaction, loyalty and effort involved in the
GNI complaints process. Key pain points emerged through
analysis which gave GNI sight of areas to focus on driving
improvements.
As a result, GNI enhanced its complaints procedure
including developing a ‘customer advocate’ role to
manage complaints and provide a key point of contact for
their customers.
Project Highlights
• Consistent improvement in core metrics achieved
through the program
• The true Voice of the Customer was incorporated
through the analysis of customer verbatim
• A customer advocate is now responsible for dealing
with any dissatisfied customer, ensuring personal
customer engagement.
“W5 through Confirmit enabled us to
capture how our customers felt, and
provided key insights so that we could
focus on improvements our customers
could really benefit from. The positive
trend in our results encourages
continuous pursuit of excellence.”
Marie Lyster
Customer Experience Manager at
Gas Networks Ireland
30 31

17. Copyright © 2015 Confirmit. All rights reserved.
Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market
Research solutions. The company has offices in Oslo (headquarters), Chengdu, Cologne, Grimstad, London, Moscow, New
York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in
Madrid, Milan, Salvador, and Tokyo.
Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software
products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include
Aurora, British Airways, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, JTN Research, Keep Factor,
Morehead Associates, Nielsen, Research Now, RONIN, Sony Mobile Communications, Swisscom, and The Wellcome Trust.
*All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain &
Company, Inc., and Fred Reichheld.