Abingdon, UK, January 22, 2013 – Kaspersky Lab, a leading developer of secure content and threat management solutions, is an industry leader in customer satisfaction, according to TNS customer loyalty survey conducted in Russia, Germany, USA and Japan between October and December 2012*.
Kaspersky Lab’s customer retention index is significantly higher than the industry average and compares favourably with its key competitors. With a TRI*M Index 106 for corporate products and 99 for consumer products (Kaspersky Internet Security 2013), Kaspersky Lab is way above the respective industry averages of 73 and 61.
The TRI*M Index is a single number score which measures customer retention levels. It is based on four factors, including customers’ overall evaluation of a company’s product and services; the likelihood of customer to recommend; likelihood to repurchase; and competitive advantage.
The TRI*M Index for Kaspersky Lab’s corporate and consumer products is in the top 10 per cent of world scores**, and has high customer retention level on the IT security market. Moreover, the company’s results have improved on 2011’s better-than-average scores: Kaspersky Lab corporate products TRI*M Index has increased by 15 points and consumer products TRIM*M Index has increased by 2 points.
According to the survey, the reason for such good results is the high quality of Kaspersky Lab’s products, with retention of Kaspersky Lab’s customers primarily driven by product features. In particular, functionality, usability and flexibility were stated as key Kaspersky Lab strengths.
Alexander Erofeev, Chief Marketing Officer at Kaspersky Lab, commented: “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 analysing the needs of our clients, in both the corporate and consumer segments.”
Erofeev continues; “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!”
* The research was conducted in Russia, Germany, USA and Japan in October-December 2012. 1671 home users of such anti-virus software products as Kaspersky, McAfee, Symantec, TrendMicro, AVG, BitDefender and Webroot, and 1056 IT specialists whose company uses such anti-virus software products as Kaspersky, McAfee, Symantec, TrendMicro and Sophos were interviewed
** TRI*M customer retention worldwide IT/Technology norms based on 29,000 B2C interviews and 29,500 B2B interviews.
