Zoomerang Unveils Customer Satisfaction Resource Center to Help Companies Measure and Understand...

SAN FRANCISCO -- A satisfied customer is a profitable customer. Until now, however, customer satisfaction has been less a science than an art. Zoomerang, the leader in online surveys, is changing that mix with the launch of its new Customer Satisfaction Resource Center (CSRC). A first-of-its-kind

"The heart of a company's competitive advantage is its ability to know its customers better than anyone else. The most effective way to do this is to survey them on what they are thinking and what they want," said Dana Meade, general manager of Zoomerang. "Now with our Customer Satisfaction Resource Center, even companies new to online surveys can easily access the information they need to conduct customer surveys that will positively affect their business relationships and their bottom line."

"Companies know that to stay competitive it is imperative to have real-time feedback from their customer base to ensure satisfaction," added Meade. "With the launch of CSRC we're sharing best-in-class survey techniques that will help businesses make better decisions based on direct feedback from their customers."

As part of CSRC, Zoomerang offers best practices on how to create an effective online survey to determine customer satisfaction. Basic guidelines when creating an online satisfaction survey include:

--Ask overall satisfaction at the start of the survey. This will allow measurement of customers' overall impressions of the company.

--Use a 5-point satisfaction scale. Question scales should have descriptive labels associated with the numbers, and the top end of the scale should mean that customers are truly "wowed."

--Be consistent with question wording. Question scales should be consistent within a particular questionnaire as well as over time.

--Keep the survey short and focused. The more ground covered, the more likely it is that respondents will abandon the survey, so keep your survey as short as possible.

--Ask demographic or "firmographic" questions. Inquiring about demographics or firmographics (company or industry type and size) enables analysis of the data by different subgroups.

Available to all for no cost at www.customersatisfactionresource.com, the new CSRC provides valuable information on the most effective use of online customer satisfaction surveys. Visitors to CSRC will have access to survey templates, best practices in creating effective and comprehensive customer satisfaction surveys, and research and analysis of customer satisfaction, along with the actual tools needed to create an effective survey.

About Zoomerang and MarketTools

MarketTools is the leading innovator of online marketing research, combining the premier technology platform for data collection, reporting and analysis; industry research expertise; and a best-in-class panel of over two million individuals worldwide to deliver deeper market understanding and interactive insight. The company provides a full spectrum of high quality, highly accessible market research capabilities to leading business and organizations worldwide. Through Zoomerang, the pioneer in online survey services, the company offers the leading self-service survey tool for online research. MarketTools' solutions empowered more than 70 of the Fortune 100 with faster, richer access to valuable market knowledge helping them make critical business decisions with confidence. Learn more at http://info.zoomerang.com and www.markettools.com.

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Christina Sarracino                   Danielle Ferris
   Access Communications for             Access Communications for
       Zoomerang                             Zoomerang
   csarracino@accesspr.com               dferris@accesspr.com
   415-844-6219                          415-844-6272