Acxiom Customers Echo Industry Praise

We were delighted that we received wonderful ratings and comments.  But just as important to us, we received very helpful feedback that will help us improve.  Here is a summary of the results…

• 86% of Acxiom customers rated their account team high or above average on professionalism and courtesy.
• 74% of customers rated their account team high or above average on knowledge and expertise.
• 57% say Acxiom is better than other list providers.
• 75% of customers gave Acxiom an A or a B overall as a list and data services provider.
• 84% of customers said they would definitely or most likely order from Acxiom again.

Beyond the ratings we also received some wonderful comments…

• Very attentive and responsive to my needs and the requirements of my clients.
• Very responsive and easy to communicate with.
• Data is of a very high quality.
• I have worked with other providers prior to coming to Acxiom. Since I started running all my orders through you, my clients have noticed a significant difference and I have too.          
• Turn-around time A+
• As the resident direct mail expert at our advertising firm, I've dealt with many list brokers and none have shown the level of customer service that Acxiom provides. When I call or e-mail my Acxiom rep with a question or request, I hear back the same day! And, on more than one occasion, the Acxiom crew has saved me by putting a rush on certain orders and hunting down all applicable discounts, ensuring that I'm able to meet my clients' time and budget constraints.
• Hands down an A

We also listened to comments from customers who gave us feedback identifying where we need to improve and there are three areas we are now focusing on…

• Customers said some of our sales reps lack complete product knowledge.  To correct this, we are conducting quarterly sales training sessions to keep all reps up-to-date on products and service standards.  They even have to take a test!
• Other feedback we received suggested that our sales rep service was inconsistent.  To correct this issue, we are reviewing our processes and procedures to ensure that customers get consistent service from a rep dedicated to their account.  We also created sales teams of 3-4 people, so our customers would not only have a rep, but an entire support system.
• We also received feedback that our lists are not always delivered in a timely manner.  We are reviewing our procedures to ensure lists are delivered as quickly as possible.  We now have standards in place for count and order turn-around times.  A count request will be returned in 2 hours and list orders will be processed in 24 hours.

Although we are proud to be called a “technology powerhouse,” we are most gratified when our customers are pleased with our customer service. Great customer service means listening to the customer’s needs, knowing your products and services, knowing how to make intelligent recommendations, and delivering the product on time.

At Acxiom, we support your company no matter what size you are or how small your order.  For small- to mid-size companies, we can provide marketing support and intelligence you may not have internally.  You’re busy doing your job, let us be a partner who can give you the marketing support you need.

We want your continued feedback, so please email me directly with any thoughts or comments you have so we can do a better job for you.

Best regards,

Stacey Girt
Senior Vice President
Stacey.Girt@Acxiom.com

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