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MCI Expands Satmetrix Engagement to Enhance European Customer Loyalty Programme

Reading, England (ots/PRNewswire)

- Direct Access to Customer Feedback Spearheads MCI's Drive for
Quality
MCI, Inc. (Nasdaq: MCIP) today announced that it has enhanced its
customer loyalty programme through an expanded strategic engagement
with Satmetrix Systems, Inc. (http://www.satmetrix.com), a leader in
customer experience management software.
Complementing existing twice-yearly customer relationship surveys,
MCI's customer-facing teams can now receive immediate customer
feedback on all non-technical inquiries, technical faults and
provisioning activities, which provide MCI with real-time
representation of operational performance.
"MCI wants to ensure that it fully understands the needs of its
customers," explains Andy MacLeod, general manager and senior vice
president, MCI Europe. "With Satmetrix, MCI can gain more immediate
access to customer feedback and monitor progress toward delivering an
enhanced customer experience."
Launched in 2004, MCI's Customer Loyalty Programme was initially
centred around a relationship survey, designed to gather quantitative
and qualitative feedback from MCI's most important customers. In
early 2005, MCI, with the help of Satmetrix, enhanced the programme
to gain more immediate customer feedback on issues such as how a
service was delivered or how an inquiry to MCI's helpdesk was
addressed.
Adds MacLeod: "Satmetrix has a unique knowledge of the methodology
of measuring customer experience and an extensive practice of
customer management programmes. It has enabled MCI to rapidly
incorporate customer feedback into the business, enabling positive
changes to be made quickly and efficiently."
The feedback provided has already led to a number of customer
loyalty activities and improvement initiatives, as well as steering
investments aimed at improving customer service.
"MCI has shown real ambition and initiative in enhancing its
customer loyalty programme," says Martin Green, managing director
Satmetrix, Europe, Middle East and Africa (EMEA) Region. "By using
the quantitative scores from the programme as one measure to
determine bonus allocation for employees, MCI has shown a true
dedication to customer experience as well as a keen understanding as
to the importance of measuring and acting on customer feedback."
About Satmetrix
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is
the leading global enterprise customer experience management (CEM)
software company. Satmetrix Systems provides the most complete
solution to allow organizations to manage and improve the customer
experience across all touch points for profitable growth. The company
helps customers turn insight into action through transformation of
business processes. Satmetrix Systems also provides industry thought
leadership; it developed the Net Promoter(TM) metric with Fred
Reichheld, Bain Fellow and director emeritus.
For more information about Satmetrix Systems, visit
http://www.satmetrix.com.
About MCI
MCI, Inc. (Nasdaq: MCIP) is a leading global communications
provider, delivering innovative, cost-effective, advanced
communications connectivity to businesses, governments and consumers.
With one of the most expansive global IP backbones and wholly-owned
data networks, MCI develops the converged communications products and
services that are the foundation for commerce and communications in
today's market.
For more information, go to http://www.mci.com.
Web site: http://www.mci.com
              http://www.satmetrix.com

Contact:

Annika Jungeteg-Falkman, +46-8-5661-7073,
annika.jungeteg-falkman@se.mci.com

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