Kaspersky Lab is an Industry Leader in Customer Satisfaction According to the Latest TNS Research
Woburn, MA – January 22, 2013 –
Kaspersky Lab, a leading developer of security and threat management solutions, is an industry leader in customer satisfaction, according to TNS customer loyalty survey conducted in Russia, Germany, USA and Japan in October-December 2012.
The TRI*M Index is a single number score which measures customer retention levels. It is based on 4 factors, including customers’ overall evaluation of a company’s product and services; the likelihood of customer to recommend; likelihood to repurchase; and competitive advantage.
Kaspersky Lab’s customer retention index is significantly higher than the industry average and compares favorably with its key competitors. For corporate products, Kaspersky Lab scored a TRI*M Index 106, and scored 99 for consumer products, such as Kaspersky Internet Security 2013. With these scores, Kaspersky Lab is well above the respective industry averages of 73 and 61.
According to the survey, the reason for such good results is the high quality of Kaspersky Lab’s products: “Globally, retention of Kaspersky Lab’s customers is primarily driven by product features. A clear trend shows that Functionality, Usability and Flexibility are key Kaspersky Lab strengths.”
The research was conducted in the USA, Russia, Germany, and Japan in October-December 2012. For the consumer ratings, 1671 users of home security software products from vendors including Kaspersky Lab, McAfee, Symantec, TrendMicro, AVG, BitDefender and Webroot were surveyed. For corporate ratings, 1056 IT specialists whose companies used security software products from Kaspersky Lab, McAfee, Symantec, TrendMicro and Sophos were interviewed
TRI*M customer retention worldwide IT/Technology norms are based on 29,000 B2C interviews and 29,500 B2B interviews.
Alexander Erofeev, Chief Marketing Officer
“It is very important for us to get feedback from our customers. TNS has vast global experience of researching customer satisfaction; they have helped us enormously in analyzing the needs of our clients, in both the corporate and consumer segments. We appreciate this information as we’re constantly working to further improve our solutions and brand positioning. We are very happy to learn that our efforts have helped us become an industry leader in customer satisfaction!”