Confirmit Hits Record for New Customers in 2017, Continues Momentum into 2018


Company achieves outstanding customer growth, reaches new heights in technology and continues to drive the CX industry

New York, NY, Oslo, Norway and London, UK, March 28, 2018 Confirmit closed out 2017 with an exceptional year of achievements, most notably securing a record number of new customers and continuing relationships with long-standing accounts. Companies such as BuzzBack, ICM Direct, LexisNexis, Mathematica, RS Components and Virgin Money are among the organizations entering 2018 with Confirmit. As a company focused on customer engagement, Confirmit led by example in 2017, furthering its momentum by listening to its customers and implementing the feedback they’ve shared. As a result, Confirmit rolled out innovative new products and technology to better serve their customers’ needs, appointed new leaders and achieved several awards along the way.

Ken Ă˜streng, President and CEO said “2017 was a strong new business year for Confirmit, and most importantly has put us in an excellent position for an exceptional 2018. I’m particularly pleased that we achieved double-digit growth in the dynamic Asia-Pacific market. It’s also gratifying to note that scores of clients signed multi-year contracts to secure Confirmit as a long-term partner. We rounded out the year with the company’s largest sales quarter in our history for Q4 which is a real testament to our continued innovation”.


Technology Milestones

In the past year, Confirmit has launched new and enhanced technologies exemplifying their commitment to providing the latest and most innovative products to their customers. In 2017, the company launched Confirmit Survey Designer, an intuitive survey creation tool that removes the complexity of advanced survey generation and enables questionnaires to be created in half the time of competing solutions.

Perhaps most notably, Confirmit reacted to 2017’s growing need for more precise and enhanced analytics that can make smarter, faster decisions by releasing Version 23 of award-winning Confirmit Horizons. With Version 23 of Confirmit Horizons, the company offered new machine-learning powered text analytics in Confirmit Genius, and powerful new features in Confirmit SmartHub. These enhancements contribute to more advanced hierarchy management, respondent upload and feedback source mapping, making it clear as to why. Below are some additional impressive figures regarding Confirmit Horizons.

  • Over 1,500,000,000 surveys have been completed on the platform since 2010
  • 25,000,000 text fields were processed through Confirmit Genius in 2017
  • More than 10,000,000 CAPI (face to face) interviews were completed on the Horizons platform during the year.

In addition, 4,000,000 CATI (telephone) interviews took place across the SaaS and On-Premise platforms, driven by a 125% increase in use of CATI in Australia. This growth is supported by Confirmit’s continued investment in its CATI solutions, a critical area for many of the company’s Market Research clients.

Confirmit Go, an app for business users who need easy, on-the-go access to case management using Confirmit Action Management, was released in tandem with Version 23 of Confirmit Horizons.

Alongside these new innovations Confirmit’s software has been successfully audited for SOC2 compliance, and it is prepared for the upcoming General Data Protection Directive (GDPR).

“We have worked closely with Confirmit on our CX program for several years and the results have been significant both in terms of Net Promoter Score® and overall impact on the business” explains Linette Myland, Manager, Customer Excellence at Siemens Corporation. “We’ve been able to take advantage of many of Confirmit’s constantly-evolving capabilities, including text analytics, and our partnership with the team at Confirmit is critical to the work we do to ensure Siemens offers an excellent and consistent customer experience in every phase of the customer journey”.


Company Initiatives

Confirmit continued to celebrate excellence in its key industries in 2017 with the 12th annual Confirmit ACE Awards which recognize businesses committed to enhancing the customer experience. Winners of the 2017 ACE Awards included, AIG, Bupa, Erie Insurance, Grant Thornton, Moore Medical, Philadelphia Insurance Companies, Siemens Building Technologies and Ulta.

In addition, Confirmit looked to the future of the Market Research industry by recognizing 20 exceptional MR professionals in their Young Market Researcher Awards.


Recognition and Industry Presence

During 2017, Confirmit was cited as a leader in The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017.

In addition, and validating its position as an industry leader in CRM and Customer Experience, Confirmit earned several notable awards in 2017 including:

  • “2017 CRM Excellence Award” by TMC’s CUSTOMER Magazine for Confirmit Horizons for the eighth consecutive year
  • “2017 CX Impact Outstanding Provider Award”
  • “2017 Product of the Year” from CUSTOMER Magazine
  • “Service Leader: Enterprise Feedback Management” by CRM Magazine Service Leaders
  • “50 Most Innovative Companies in Market Research Q1-Q2 2017” by Greenbook GRIT Report
  • Finalist in the Voice of the Customer (VoC) Innovation category of the UK National Innovation Awards 2017
  • CUSTOMER 2017 Contact Center Technology Award
  • TMCNet 2017 Tech Culture Award
  • Confirmit also achieved AAA rating from Dun and Bradstreet for the ninth consecutive year

In addition to these accolades, Confirmit reaffirmed its expertise in the industry while attending and hosting workshops and events internationally. Hundreds of business executives heard from Confirmit customers and specialists throughout the year at events including the Customer Experience Innovation and Tech Fest conference in Melbourne, Australia, the “Mind Your Language! How Listening Delivers Insight-Driven Success” presentation in London, England and the annual Insurance Summit in New York City.



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