Contact: McKinstry/essention, Inc.
Karen Little, (206) 268-9810
klittle@essention.com 

FOR IMMEDIATE RELEASE

Satisfaction soars in InfoCentre survey

Web-based technology and service solution receives impressive customer satisfaction results in nationwide survey

SEATTLE, WA (January 5, 2004) – McKinstry/essention, Inc., a Seattle-based application service provider of Web-based property and facility management solutions, today announced the results of an online survey taken by users of its InfoCentre product/service offering. InfoCentre combines an intuitive Web interface with a 24x7 customer service desk to provide a robust workflow and maintenance management system for customers in more than 40 million square feet of commercial building space across North America. 

In an effort to objectively gauge overall customer satisfaction with InfoCentre, McKinstry/essention conducted an anonymous online survey to users, focusing on adoption rate, ease of use, and quality of service. Although this was the second such survey in as many years for InfoCentre, 75 percent of the respondents were participating in their first survey. Impressively, all question categories reflected an increase in degree of satisfaction. 

It was important to understand the level of satisfaction with the services being provided. When asked to rate the following services, users cast a definitive response:

Product/Service Function:	Responded “Extremely Satisfied” or “Satisfied”	N/A - did not respond
Ease of online request and issue submission	85%	10%
Checking status of requests and issues	75%	20%
Interaction with customer service representatives	85%	11%
Obtaining building information	68%	28%

Satisfaction levels with the Customer Service Representatives (CSR’s) that are provided on a 24x7 basis as part of the InfoCentre solution was especially of interest, as the decision for many customers to outsource the direct point of contact with tenants is typically a particular source of concern. Although centralizing and standardizing this function dramatically reduces costs and expedites delivery of service, many building owners and managers perceive a risk of compromising control or quality of service being delivered to its customers. Evidence of successful transitions to the InfoCentre service desk, without detriment to quality of service, was revealed in the following survey findings: 

Is the InfoCentre CSR:	Responded “Very” or Usually”
Courteous	99%
Knowledgeable	95%
Professional	98%
Responsive	96%

Overall satisfaction with InfoCentre was equally impressive, with a total of 96% of respondents rating their overall satisfaction as “extremely satisfied” or “satisfied.” Satisfaction of InfoCentre in comparison to building workflow management processes or systems used prior to InfoCentre was also strong, with 79% rating it as a “significant improvement” (61%) or “slight improvement” (18%) over the previous process. 

About McKinstry/essention
McKinstry/essention, Inc. is a real estate application service provider (ASP) that markets Web-based property and facility management solutions. McKinstry/essention develops and markets InfoCentre, a highly scaleable technology that addresses property and facility management inefficiencies and unifies service information. InfoCentre is currently being used to manage more than 30 million square feet of commercial property across North America, including clients that own or manage substantial property portfolios and Fortune 1000 organizations with large or geographically dispersed buildings. McKinstry/essention is headquartered in Seattle, WA, and on the World Wide Web at http://www.essention.com. For additional information, send email to media@essention.com. 

McKinstry/essention is a registered trademark of McKinstry/essention, Inc. All other trademarks are the property of their respective owners

SOURCE McKinstry/essention, Inc.