Stamford, Conn., Nov. 9, 1999 - GartnerGroup, Inc. announced that it has made a 70 percent investment in cPulse, an Internet company that monitors and benchmarks online customer satisfaction. cPulse provides business leaders with real-time feedback to accurately assess the level of customer satisfaction with their Web sites. cPulse has established a client base of more than 50 companies, including Kraft Foods, NetGrocer, New Balance, Time magazine and Ziff-Davis.
cPulse's business model incorporates a network of member companies that have agreed to have their Web site client satisfaction data collected by an independent and objective third party. Data is gathered on each member Web site via a pop-up interview window that captures customer feedback in less than 60 seconds. cPulse member companies monitor the aggregated feedback in real time. GartnerGroup intends to make this data available to clients in aggregated and anonymous form to establish the definitive industry standard "Web customer satisfaction" benchmark.
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