2008-07-08 17:42:07 -

www.satmetrix.com - Satmetrix, the leader in enterprise customer loyalty solutions and co-developer of Net Promoter(R) is providing Rackspace(R) Hosting, a leading provider of hosting services, with tools aimed at increasing customer loyalty.

Core to Rackspace's customer loyalty program is their implementation of Net Promoter. Net Promoter is rapidly becoming the standard for measuring and implementing customer loyalty strategies. Co-developed

by Satmetrix and loyalty expert Fred Reichheld, author of The Ultimate Question, the Net Promoter Score determines the value of customer relationships using a simple question: Would you recommend us to a friend or colleague? As a result, companies are able to track Promoters and Detractors within their customer base and drive improvements in customer experience to enhance loyalty, positive word of mouth and overall business performance.

Rackspace started tracking its Net Promoter Score in 2006 using simple market research tools. As Net Promoter became a key element to the Rackspace strategy, the company teamed up with Satmetrix to study and revamp the customer experience from end to end. The process began with an analysis of all interactions between the company and the customer, with the goal of identifying events where Rackspace could exceed customer expectations and build loyalty. Improvements will be focused on driving a customer centric DNA through organizational alignment, technology infrastructure and process integration.

"Rackspace sets itself apart from its competitors by delivering 24/7/365 Fanatical Support(R)," said Frederick Mendler, vice-president of Fanatical Support, Human Resources, Rackspace Hosting. "One of the ways to measure the impact of Fanatical Support is Net Promoter. More than just a score, Net Promoter gives us the opportunity to deliver the values intrinsic in the Net Promoter Discipline provided by Satmetrix, and ultimately drive our organization to further enhance the Fanatical Support we provide customers today."

Mendler believes that the company can further its success in customer loyalty by expanding the scale of its Net Promoter program to truly evoke organizational change. This concept translates all the way to the individual employees, or "Rackers," whereby investments in Rackers and the work with Satmetrix will lead to greater employee engagement, which will in turn create higher customer loyalty. Rackspace's Fanatical Support culture, coupled with its new NPS-driven operational investments, is intended to help the company achieve its goal of creating "customers for life."

"Rackspace has historically demonstrated a successful business model centered on customer service excellence and is a prime example of how companies can put customer relationships and superior service at the forefront of their operations," said Richard Owen, president and CEO of Satmetrix. "Rackspace has always recognized the value of customer referrals and by using Net Promoter they have yet another tool that creates an easy to adopt customer-centric process aimed at continuously driving results."

About Rackspace Hosting

Rackspace Hosting delivers hosted IT systems and computing to businesses of all sizes. Customers choose Rackspace for its hosting specialization and expertise, backed by the company's award-winning Fanatical Support(R). Customers can receive benefits such as higher quality, lower cost and better performance from Rackspace's vast knowledge of industry best-practices. Because Rackspace removes the burden of IT systems maintenance and management, customers can focus on key areas that differentiate their business. Rackspace's portfolio of hosted services includes managed hosting (www.rackspace.com), email hosting (www.mailtrust.com) and cloud hosting (www.mosso.com). Rackspace is recognized as one of FORTUNE Magazine's 100 Best companies to work for, ranking number 32 on the 2008 list. For more information on Rackspace Hosting please visit www.rackspace.com or call 800-961-2888.

About Satmetrix

Satmetrix is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty and link these results to financial benefits. As the co-developer of Net Promoter(R), the company's solutions enable companies to gather trustworthy data on customer experience, derive actionable insights, integrate this information into the daily work flow of employees and establish an ongoing dialogue through online customer communities. The company has deployed more than 700 enterprise solutions in 40 languages. For more information, visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845-371-1040 in the UK and Europe.

Satmetrix and the Satmetrix logo are registered trademarks of Satmetrix Systems, Inc. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

Satmetrix
Michelle Schofield, 650-227-8417
Mobile: 650-245-6650
michelle.schofield@satmetrix.com