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Confirmit | Forsta Announces 2021 ACE Awards Winners

16th Annual Awards Programme Recognises Partners with Successful and Ambitious CX and EX Programmes

London, UK, Oslo, Norway and New York, NY – 27 May, 2021 – Forsta, the main international options supplier of Customer Experience and Research Technology, in the present day introduced the winners of the 2021 Achievement in Customer Excellence (ACE) Awards. The firm – just lately fashioned from a merger of two of the world’s main Experience and Research Technology firms, Confirmit and FocusVision – inherited the annual awards programme traditionally hosted by Confirmit.

Forsta logo

Forsta emblem

Now in its 16th 12 months, the annual ACE Awards programme recognises purchasers who exhibit excellent buyer and worker expertise finest practices and in consequence, ship true worth to their organisation. With a aggressive applicant pool, this 12 months’s winners span industries and hail from international locations all over the world, together with Australia, Canada, Europe, the United States, and the United Kingdom.

A choose variety of winners had been awarded the celebrated Judges’ Choice Award, recognising distinctive outcomes. Notably, all winners utilised Confirmit’s, and now Forsta’s, options to grasp their clients, collect insights, and drive motion to ship enterprise outcomes.

Winners’ outcomes embody:

  • 26,000 extra clients YoY due to sooner extra targeted enhancements
  • 152% cross-border digital transaction progress YoY and wholesome buyer retention charges
  • 131% enhance in app downloads and returning clients almost doubling in 2020
  • 90% retention price, robust response charges and elevated buyer satisfaction
  • Gaining the very best variety of new clients ever, promoting file numbers of latest merchandise and delivering one of the best buyer retention price/lowest churn of their historical past
  • Increased income margins, elevated NPS® scores, in addition to liberating up 1000’s of buyer supply and help hours.*

Winning organisations embody:

  • Voice of the Customer

    • Judges’ Choice winners: CUA (quickly to be working as Great Southern Bank in Australia), HKA, If P&C Insurance AS, Just Group
    • Standard winners: Amadeus, ANSYS, Inc., B2B International with Brenntag, Boehringer Ingelheim, Cognita Schools, Cromwell, Empire Today, Erie Insurance, Grodan, PennyMac, Philadelphia Insurance Companies, Quest Software, Inc., Western & Southern Financial Group

  • Digital Success

    • Judges’ Choice winner: Erie Insurance
    • Standard winners: E2E Research, MoneyGram, Selective Insurance

  • Business Impact

    • Judges’ Choice winner: Philadelphia Insurance Companies
    • Standard winners: B2B International with Brenntag, Cognita Schools, Cromwell

  • Innovation

    • Judges’ Choice winners: Amadeus, W5 with Jameson
    • Standard winners: Cognita Schools, Fifth Dimension, Giraffe Insights, Holden Data, MD Analytics, PennyMac, Visma

  • B2B

    • Judges’ Choice winners: Catalent Pharma Solutions, Cromwell
    • Standard winners: Amadeus, B2B International with Brenntag, MoneyGram

  • Employee Experience

    • Judges’ Choice winner: DecisionWise
    • Standard winners: Erie Insurance, Holden Data, King County, Philadelphia Insurance Companies

“We are extremely proud to partner with world-class companies who are committed to truly understanding their customers and employees,” stated Kyle Ferguson, CEO of Forsta. “Our ACE Awards winners prove how integral customer and employee experience are to overall business success. We’re honored to celebrate the people, the teams and the companies that continually strive for CX excellence and look forward to seeing what they go on to achieve as they drive their organisation forward.”

For extra details about the ACE Awards, go to

* Net Promoter, NPS, and the NPS-related emoticons are registered U.S. emblems, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.


About the ACE Awards
The ACE (Achievement in Customer Excellence) Awards program was established in 2005 to recognise excellent achievement in buyer excellence. Receiving an ACE Award is a definite honor that demonstrates each rigorous software of buyer expertise processes and excellent efficiency as measured by these processes. All Confirmit or Dapresy clients are eligible for ACE Awards for his or her firm, enterprise items, or segments of a enterprise. To be eligible for a 2021 ACE Award, organisations should have performed a number of Voice of the Customer surveys between January 1 and December 31, 2020. Qualifying efficiency is decided by a mix of buyer satisfaction imply scores and top-box score percentages maintained throughout not less than a 6-month interval through the eligibility interval. For extra info on awards standards, go to

About Confirmit, a Forsta Brand
Confirmit’s options are constructed by insights professionals, for insights professionals. Market Research, buyer expertise and worker engagement consultants all over the world depend on our options to show perception into tales that gas motion. The coronary heart of our enterprise is the folks behind our know-how, and we work as a associate to ship the pliability and energy you could perceive and handle experiences, feelings, and behaviours so that you’re at all times one step forward.

Media Contact:
Sallyanne Heywood
Harvey & Heywood
T: +44 (0)7884 187074

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