Foundation Software Exceeds Customer Care Goals

sed software developer Foundation Software announces six-month results from an on-going customer satisfaction study. The research concludes that FOUNDATION® for Windows® users are satisfied with the company’s product support.

Conducted monthly, the study’s goal is to measure client satisfaction levels with support and use the information to make consumer-driven improvements. The methodology was put in place by CEO/Chairman and Founder Fred Ode to ensure that Foundation meets its continuous improvement objectives.

The study surveys random Foundation clients who use support services. Each month’s results are tabulated from an average sample size of 200 respondents, and the six month results are based on over 1000 responses.

Respondents are asked to rank the following categories on a scale of one through seven, with seven indicating a superior mark and one indicating an unsatisfactory mark:

· Knowledge level and friendliness
· Response time

During the first six month’s of 2003, 94% of clients surveyed rated the knowledge level and friendliness of Foundation support representatives as “Excellent” or “Superior.” Additionally, 84% of these same companies polled stated that Foundation’s call response time was “Excellent” or “Superior.” Average response time was less than two hours, with 75% of customers receiving a call in under one hour.

Amy Reed, Foundation’s Director of Client Services, comments: “The biggest challenge faced by software companies who provide help desk services, like Foundation, is the ability to return customer calls quickly and handle issues, leaving the customer satisfied with their experience. This is our top priority. Compared against industry averages for satisfaction taken from Cutter Consortium, an Information Technology consulting firm, [which indicate that 40% of companies surveyed are "Satisfied" (36%) or "Extremely Satisfied" (4%) with software support], Foundation Software continues to set new precedents in customer satisfaction.”

Foundation is committed to enhancing their support service. Survey results can be accessed on request.

Foundation Software, Inc.™ - Since 1985, Foundation Software has assisted thousands of labor-intensive contractors with their accounting and financial software needs. FOUNDATION® for Windows® is a 32-bit Windows construction accounting system that uses Microsoft® SQL Server and suits a wide range of construction trades. For information, visit us online at www.foundationsoft.com or call (800) 246-0800.

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