When it comes to customer satisfaction in the telecom expense management world, Valicom ranks at the top of the list.

 

In its most recent report, Valicom, a Madison, Wisconsin-based telecom expense management firm formerly known as Visicom, saw a boost in customer satisfaction scores for the first quarter of 2009.

 

On a four point scale, with four being the top score, Valicom scored 3.65 overall for the first quarter of 2009. The company measures customer satisfaction in eight areas, including professionalism, overall expectation, communication, quality and accuracy, understanding client needs, responsiveness, meeting deadlines, and overall value.

 

“We view our client's feedback as a gift,” said Jeff Poirior, Valicom’s vice president of operations, in a statement. “Our ability to interpret that feedback and weave it into ways we can then improve our processes and support activities leads us to these outstanding survey results.

 

Last year, Valicom had two quarters of record satisfaction scores. The company said it continues to make improvements to boost those numbers.

 

And at a time when companies are competing for fewer consumer dollars, customer satisfaction is more important than ever. Last year, customers reported lower satisfaction levels across the board.

 

Organizations that fail to measure customer satisfaction are missing the boat. As TMC (News - Alert) previously reported, the effort to measure those scores could save organizations time and money. What’s more, it could lead to long-term customer loyalty that can only help companies’ bottom line.

 

Earlier this month, the company announced its name changed from Visicom to Valicom. The change resulted from reevaluation of the services the firm offers, the company said.

 

Valicom has been collecting data on the satisfaction of clients and using that information to provide better service since 1999.The TEM provider offers validation of and control over telecom costs including voice, data, and wireless communications. Its services include telecom audit, call accounting, RFP, invoice process, invoice payment, test calls and contract negotiations.

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