Are your customers
satisfied with your service?
Do you know which agents are
your top performers?
How do your customer
satisfaction ratings compare to
others in your industry?
About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management
professionals—from frontline agents to executives—who wish to improve customer experiences and increase efficiencies at every level of
the contact center. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing
uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including:
consulting, training and certification, events, professional membership, and management resources.
800.672.6177 I icmi.com
ICMI Customer Satisfaction Index Service
Call 800.672.6177 or visit icmi.com/csi today!
ICMI members: $3,995 annually | Non-members: $4,995 annually
This is not your ordinary survey tool. The ICMI Customer Satisfaction Index Service was developed by a team of practitioners
and customer satisfaction professionals.
When a case is closed, this secure, user-friendly, web-based service automatically surveys your customer,
but that’s just the beginning.
• Creates historical statistics by agent, including graphing, raw data, and links to customer comments
• Benchmarks your performance against your established goals, other companies in your industry,
or against the contact center industry as a whole
• Increases response rates to an average of 30%
• Configures in about 30 minutes, with no software to install
• Saves time with turnkey reports
• Sends an alert when someone responds unfavorably
Alert Function Keeps You Informed
The alert function allows you to set the type of responses that trigger an
alert. For example, if a survey measures below “satisfied,” or the respondent
has added comments to the survey, an automatic e-mail notification will be
sent to you. The alert e-mail identifies the case ID, date/time closed, and
provides a link to the submitted survey.
Benchmarking Made Easy
Easy Set-Up
The ICMI Customer Satisfaction Index Service works seamlessly with most
existing case management systems and does not require any new software.
In approximately 30 minutes, the ICMI Customer Satisfaction Index service
is ready for operation. Setting up the service involves two main parts:
establishing an administration account via the ICMI Customer Satisfaction
Index website and setting a rule for your existing case management
software to send ‘closed case’ notifications to the ICMI Customer
Satisfaction Index Service.
Seamless Operation
This service was developed to work transparently with your contact center
software. When a case is closed, an e-mail is sent to ICMI. Based on the
parameters you set, the ICMI program will randomly select closed cases to
be surveyed and e-mail those customers a survey request.
Depending upon your preference, you can send individual or batch
notifications to the service.
Test First
The ICMI Customer Satisfaction Index service consists of five standard
questions to measure a contact center’s performance. In order to determine
industry performance averages and to benchmark organizations against
those industry averages, users are not able to alter the five standardized
questions. When viewing the current industry averages, you will not be able
to view specific results for other companies, just the industry average and
your own statistics.
Customer feedback…
“I cannot begin to put a value on the quality of services and
tremendous time savings this survey tool has allotted me. The
alert function alone is worth the price because it allows me
to address customer issues as they arise and make necessary
service improvements on the fly.”
— Jeffery M. Brooks, FormScape, Inc.
Privacy is Paramount
ICMI understands your concern for privacy. ICMI only uses limited information
to provide the satisfaction scores and benchmarking data you desire. ICMI
never stores e-mail addresses or any other information. All temporary data
needed to conduct the survey is encrypted in a secure server environment.
ICMI does not want to inundate your customers with surveys. A number of
controls are offerred so that you can determine exactly how many surveys
reach your customers. Survey limiting allows you to define the maximum
amount of surveys sent to each customer through any period of time. Opt-out
functionality allows you to remove customers from any future surveys.
Another option allows your customers to opt themselves out.
“This is the tool we’ve needed for years and I can’t imagine
operating without it. It was painless to setup and I appreciate
that it is a program that requires very little, if any, maintenance.
The ability to capture our customer’s feedback when a ticket is
closed is invaluable!”
— Gina Montague, Manager, Dorsey & Whitney
“Since implementation, our focus on providing a high level
of customer service has intensified. As a result, our customer
service ratings have jumped from an average of 90% to 95%.”
— Mike Gutierrez, Clear Channel Worldwide
You can set up the system to test internally prior to going live. Once you feel
confident everything is working as expected, you can start sending survey
requests to your customers.
Download Turnkey Reports
Reports are easy to read, ready to distribute, and e-mailed to you weekly
or monthly, making it easy to stay on top of valuable trending information.
Print the reports on-demand if you want real-time data for a meeting. You
can segment the report by contact center, agent, industry, and a number
of other important criteria. Your scores are graphed against goals you set,
averages in your industry, and averages of all participants.
The five standard questions asked in each survey.
How satisfied are you with:
The courtesy of the agent?.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
The technical skills/knowledge of the agent?.. . . . . . . . . . . . . . . . . . . . . . . . . . . .
The timeliness of the service provided by the agent?.. . . . . . . . . . . . . . . . . . . .
The quality of the service provided by the agent?.. . . . . . . . . . . . . . . . . . . . . . . .
The overall service experience?.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
800.672.6177 I icmi.com
Very Dissatisfied
Very Satisfied
ICMI Customer Satisfaction Index Service
Call 800.672.6177 or visit icmi.com/csi today!
ICMI members: $3,995 annually | Non-members: $4,995 annually
This is not your ordinary survey tool. The ICMI Customer Satisfaction Index Service was developed by a team of practitioners
and customer satisfaction professionals.
When a case is closed, this secure, user-friendly, web-based service automatically surveys your customer,
but that’s just the beginning.
• Creates historical statistics by agent, including graphing, raw data, and links to customer comments
• Benchmarks your performance against your established goals, other companies in your industry,
or against the contact center industry as a whole
• Increases response rates to an average of 30%
• Configures in about 30 minutes, with no software to install
• Saves time with turnkey reports
• Sends an alert when someone responds unfavorably
Alert Function Keeps You Informed
The alert function allows you to set the type of responses that trigger an
alert. For example, if a survey measures below “satisfied,” or the respondent
has added comments to the survey, an automatic e-mail notification will be
sent to you. The alert e-mail identifies the case ID, date/time closed, and
provides a link to the submitted survey.
Benchmarking Made Easy
Easy Set-Up
The ICMI Customer Satisfaction Index Service works seamlessly with most
existing case management systems and does not require any new software.
In approximately 30 minutes, the ICMI Customer Satisfaction Index service
is ready for operation. Setting up the service involves two main parts:
establishing an administration account via the ICMI Customer Satisfaction
Index website and setting a rule for your existing case management
software to send ‘closed case’ notifications to the ICMI Customer
Satisfaction Index Service.
Seamless Operation
This service was developed to work transparently with your contact center
software. When a case is closed, an e-mail is sent to ICMI. Based on the
parameters you set, the ICMI program will randomly select closed cases to
be surveyed and e-mail those customers a survey request.
Depending upon your preference, you can send individual or batch
notifications to the service.
Test First
The ICMI Customer Satisfaction Index service consists of five standard
questions to measure a contact center’s performance. In order to determine
industry performance averages and to benchmark organizations against
those industry averages, users are not able to alter the five standardized
questions. When viewing the current industry averages, you will not be able
to view specific results for other companies, just the industry average and
your own statistics.
Customer feedback…
“I cannot begin to put a value on the quality of services and
tremendous time savings this survey tool has allotted me. The
alert function alone is worth the price because it allows me
to address customer issues as they arise and make necessary
service improvements on the fly.”
— Jeffery M. Brooks, FormScape, Inc.
Privacy is Paramount
ICMI understands your concern for privacy. ICMI only uses limited information
to provide the satisfaction scores and benchmarking data you desire. ICMI
never stores e-mail addresses or any other information. All temporary data
needed to conduct the survey is encrypted in a secure server environment.
ICMI does not want to inundate your customers with surveys. A number of
controls are offerred so that you can determine exactly how many surveys
reach your customers. Survey limiting allows you to define the maximum
amount of surveys sent to each customer through any period of time. Opt-out
functionality allows you to remove customers from any future surveys.
Another option allows your customers to opt themselves out.
“This is the tool we’ve needed for years and I can’t imagine
operating without it. It was painless to setup and I appreciate
that it is a program that requires very little, if any, maintenance.
The ability to capture our customer’s feedback when a ticket is
closed is invaluable!”
— Gina Montague, Manager, Dorsey & Whitney
“Since implementation, our focus on providing a high level
of customer service has intensified. As a result, our customer
service ratings have jumped from an average of 90% to 95%.”
— Mike Gutierrez, Clear Channel Worldwide
You can set up the system to test internally prior to going live. Once you feel
confident everything is working as expected, you can start sending survey
requests to your customers.
Download Turnkey Reports
Reports are easy to read, ready to distribute, and e-mailed to you weekly
or monthly, making it easy to stay on top of valuable trending information.
Print the reports on-demand if you want real-time data for a meeting. You
can segment the report by contact center, agent, industry, and a number
of other important criteria. Your scores are graphed against goals you set,
averages in your industry, and averages of all participants.
The five standard questions asked in each survey.
How satisfied are you with:
The courtesy of the agent?.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
The knowledge of the agent?.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
The timeliness of the service provided by the agent?.. . . . . . . . . . . . . . . . . . . .
The quality of the service provided by the agent?.. . . . . . . . . . . . . . . . . . . . . . . .
The overall service experience?.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
800.672.6177 I icmi.com
Very Dissatisfied
Very Satisfied
Are your customers
satisfied with your service?
Do you know which agents are
your top performers?
How do your customer
satisfaction ratings compare to
others in your industry?
About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management
professionals—from frontline agents to executives—who wish to improve customer experiences and increase efficiencies at every level of
the contact center. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing
uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including:
consulting, training and certification, events, professional membership, and management resources.
800.672.6177 I icmi.com