Kaspersky Lab is an Industry Leader in Customer Satisfaction According to the Latest TNS Research
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
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.
QUOTE: Alexander Erofeev, Chief
Marketing Officer Kaspersky Lab “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
About TNS 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
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.
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.
the latest in-depth information on security threat issues and trends, please