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 in October-December 2012*.
The TRI*M Index is a single number score which measures customer retention levels. It is based on 4 factors, including customers’ overall evaluation of a company’s product and services; the likelihood of customer to recommend; likelihood to repurchase; and competitive advantage.
Kaspersky Lab’s customer retention index is significantly higher than the industry average and compares favorably 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 for Kaspersky Lab’s corporate and consumer products is in the top 10% 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 TRIM*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: “Globally, retention of Kaspersky Lab’s customers is primarily driven by product features. A clear trend shows that Functionality, Usability and Flexibility are 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 analyzing the needs of our clients, in both the corporate and consumer segments. 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.
TNS advises clients on specific growth strategies around new market entry, innovation, brand switching and stakeholder management, based on long-established expertise and market-leading solutions. With a presence in over 80 countries, TNS has more conversations with the world’s consumers than anyone else and understands individual human behaviors and attitudes across every cultural, economic and political region of the world. TNS is part of Kantar, one of the world's largest insight, information and consultancy groups. Please visit www.tnsglobal.com for more information.
About Kaspersky Lab
Kaspersky Lab is the world’s largest privately held vendor of endpoint protection solutions. The company is ranked among the world’s top four vendors of security solutions for endpoint users*. Throughout its 15-year history Kaspersky Lab has remained an innovator in IT security and provides effective digital security solutions for consumers, SMBs and enterprises. The company currently operates in almost 200 countries and territories across the globe, providing protection for over 300 million users worldwide. Learn more at www.kaspersky.com.
* The company was rated fourth in the IDC rating Worldwide Endpoint Security Revenue by Vendor, 2011. The rating was published in the IDC report "Worldwide Endpoint Security 2012–2016 Forecast and 2011 Vendor Shares (IDC #235930, July 2012). The report ranked software vendors according to earnings from sales of endpoint security solutions in 2011.