OREANDA-NEWS. January 23, 2013. 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