Sun Microsystems, BMC Software and PricewaterhouseCoopers have launched an online assessment tool focused on measuring and enhancing customer quality of experience (QoE) for e-businesses.
The assessment tool measures and assesses a Web site in six key areas: design of Web site, customer scenario functionality, customer service, relationship with company, personal profile and service level management. Including an online survey, it is designed to evaluate the experience that end-users or customers have when interacting with a company's e-business site.
The Web site http://www.qualityofexperience.org, created in cooperation with the Patricia Seybold Group and Summit Strategies, features a variety of tools to help visitors understand QoE including articles, research, a book list and links to other Web resources.
The QoE assessment tool helps customers effectively gauge current internal QoE processes versus recommended best practices. It is based on extensive research gathered from surveying global marketing executives and managers with responsibilities in customer care.
On completing the survey, users receive a personalised graphical analysis of their QoE practices including an overall QoE rating and comparison to the benchmark, a description of observed QoE best practices in the user's organisation and recommendations and action plans to improve the overall rating.
"Now is the time for South African companies to really seize on the opportunities for growth that e-business presents. In the aftermath of the dot-com shake-out, we've still seen increases in the number of people going online, to say nothing of the ehnanced quality and presentation of content," says Stefano Mattiello, managing director of Sun Microsystems SA.
"This online learning tool is valuable for those companies wanting to assess their e-business sites to ensure they not only attract customers, but that they keep them coming back for more," adds Mattiello.
"Quality of service is starting to become the real differentiation between competing businesses both globally and in South Africa," says Rob Clarkson, country manager of BMC Software in SA. "This tool will undoubtedly assist local businesses in ensuring they deliver the right level of service over the Internet."
A site highlight is the Customers.com Quality of Experience Benchmark by the Patricia Seybold Group. "What customers value is an experience that is not just pleasant but helps them complete their tasks quickly and with confidence," says Patricia Seybold.
CEO and founder of the Patricia Seybold Group. "The more you understand the customer's business process, the better the QoE you can deliver."
Sun, PricewaterhouseCoopers and BMC Software are also the co-founders of the "www.nextslm.org Web site focusing on service level management (SLM) which is the foundation for effective customer quality of experience. This site describes how effective SLM depends on IT or the service provider providing the particular service that the customer needs, when the customer needs it, and delivers valuable information on SLM best practices.
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Since its inception in 1982, a singular vision - "The Network Is The Computer[TM]" - has propelled Sun Microsystems, Inc. (Nasdaq: SUNW), to its position as a leading provider of industrial-strength hardware, software and services that power the Internet and allow companies worldwide to take their businesses to the nth. With $19.2 billion in annual revenues, Sun can be found in more than 170 countries and on the World Wide Web at http://sun.com
BMC Software
BMC Software, Inc. is the leading provider of enterprise management solutions that assure business availability - maintaining and optimizing business-critical systems with automated infrastructure management and unique service management capabilities. BMC Software is a Forbes 500 company and a member of the S&P 500, with fiscal year 2001 revenues exceeding $1.5 billion and offices worldwide. BMC Software is represented in the Middle East by Distribution partners Cosmos Software and Elite Computer Systems. For more information, please visit BMC Software's Web site at http://www.bmc.com/me
PricewaterhouseCoopers
The Management Consulting Services practice of PricewaterhouseCoopers helps clients maximize their business performance by integrating strategic change, process improvements and technology solutions. Through a worldwide network of skills and resources, consultants manage complex projects with global capabilities and local knowledge, from strategy through implementation. PricewaterhouseCoopers (www.pwcglobal.com) is the world's largest professional services organization. Drawing on the knowledge and skills of more than 150,000 people in 150 countries, we help our clients solve complex business problems and measurably enhance their ability to build value, manage risk and improve performance in an Internet-enabled world.
PricewaterhouseCoopers refers to the member firms of the worldwide PricewaterhouseCoopers organization.
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