Woburn, MA – January 22, 2013 – Kaspersky Lab, a leading developer of security 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. For corporate products, Kaspersky Lab scored a TRI*M Index 106, and scored 99 for consumer products, such as Kaspersky Internet Security 2013. With these scores, Kaspersky Lab is well above the respective industry averages of 73 and 61.
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.”
The research was conducted in the USA, Russia, Germany, and Japan in October-December 2012. For the consumer ratings, 1671 users of home security software products from vendors including Kaspersky Lab, McAfee, Symantec, TrendMicro, AVG, BitDefender and Webroot were surveyed. For corporate ratings, 1056 IT specialists whose companies used security software products from Kaspersky Lab, McAfee, Symantec, TrendMicro and Sophos were interviewed
TRI*M customer retention worldwide IT/Technology norms are based on 29,000 B2C interviews and 29,500 B2B interviews.
Alexander Erofeev, Chief Marketing Officer
“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!”
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, 2010. The rating was published in the IDC report Worldwide IT Security Products 2011-2015 Forecast and 2010 Vendor Shares – December 2011. The report ranked software vendors according to earnings from sales of endpoint security solutions in 2010.
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