CUPERTINO, Calif. – April 24, 2006 – Symantec Corp. (NASDAQ: SYMC) today announced that Symantec Enterprise Support has won a STAR award from the Service & Support Professionals Association (SSPA) for Best Practices in Leveraging Customer Feedback. This STAR award goes to the company that demonstrates the best use of customer feedback throughout the support and product development processes. Key performance metrics include capturing and communicating customer feedback throughout the organization, efficient escalation processes, and customer advocacy.
The award recognizes Symantec's global support and delivery team for its standardized approach to capturing customer feedback, analyzing the responses, and using the comments to drive change through the support organization. Since its inception, the program has resulted in increased customer satisfaction and improved employee effectiveness.
"Customer perception drives behaviors; it is the DNA of Symantec Enterprise Support," said Michael Wentz, vice president of Enterprise Support, Symantec. "Leveraging valuable customer feedback, Symantec continuously innovates its support delivery options, using technology and other programs, to exceed expectations and foster an ongoing, trusted relationship with customers."
Symantec is dedicated to protecting the information of customers across the globe. The company does business with 99 percent of the companies listed on the 2005 Fortune 1,000 list. More than 25 worldwide support centers are dedicated to providing first-class assistance to its customers.
"The detailed and extensive practices that Symantec uses to collect and use customer feedback are a model for the industry," said Bill Rose, SSPA Founder and Executive Director. "We clearly recognize the effectiveness of these programs in continuing to evolve and improve customer relationships."
The Service & Support Professionals Association (SSPA) is the leading advisory, community and education trade group for the global tech support industry. SSPA's core constituents are the executives and managers responsible for service and support operations, and overall customer relations, at the world's leading technology companies. SSPA provides research and expert analysis of emerging business issues, conferences, professional development, and other curricula promoting industry best practices, rigorous certification and awards programs that identify and celebrate exceptional customer service, and active advocacy in the business and technology press on issues important to service and support providers.
Symantec is the world leader in providing solutions to help individuals and enterprises assure the security, availability, and integrity of their information. Headquartered in Cupertino, Calif., Symantec has operations in more than 40 countries. More information is available at www.symantec.com.
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