| GartnerGroup Acquires 70 Percent of cPulse, the Internet Satisfaction Monitor |
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Stamford, Conn., November 9, 1999…Gartner Group, Inc. (NYSE: IT/ITB) today announced that it has made a 70 percent investment in cPulse, an Internet company that monitors and benchmarks online customer satisfaction. cPulse provides business leaders with real-time feedback to accurately assess the level of customer satisfaction with their Web sites. cPulse has established a client base of more than 50 companies, including Kraft Foods, NetGrocer, New Balance, Time magazine and Ziff-Davis.
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cPulse's innovative business model incorporates a network of member companies that have agreed to have their Web site client satisfaction data collected by an independent and objective third party. Data is gathered on each member Web site via a pop-up interview window that captures customer feedback in less than 60 seconds. cPulse member companies monitor the aggregated feedback in real time. GartnerGroup intends to make this data available to clients in aggregated and anonymous form to establish the definitive industry standard "Web customer satisfaction" benchmark.
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"GartnerGroup research estimates that most commercial Web sites are updated six to nine times a year," said John W. Geyer, senior vice president of GartnerGroup overseeing the relationship with cPulse. "Companies need access to better information on how to prioritize their Web investments and evaluate the effectiveness of their changes. cPulse delivers that customer satisfaction 'intelligence,' enabling companies to optimize their Web performance."
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"Our investment in cPulse demonstrates GartnerGroup's commitment to providing comprehensive e-business offerings that help our clients achieve their business objectives," said Michael Fleisher, president and CEO of GartnerGroup. "cPulse's database of online customer satisfaction is a tremendous resource for our clients to learn about online behavior, loyalty and satisfaction."
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About GartnerGroup
GartnerGroup, the world's premier business technology advisor, achieved 1999 revenues of $734 million and provides unrivaled thought leadership for more than 9,000 client organizations worldwide. GartnerGroup was founded in 1979 and is headquartered in Stamford, Connecticut, with 80 locations worldwide. GartnerGroup's 3,400 associates, including 1,200 research analysts and consultants, help clients achieve their business objectives through the intelligent and efficient use of information technology. For more information about GartnerGroup's industry-leading research capabilities, consulting and measurement services, and world-renowned symposia and events, please visit us on the Web at www.gartner.com and www.cpulse.com.
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CONTACT:
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Cindy Olson
TSI
212.320.2230
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