Greetings from Endeavor!

We recently performed a customer advocacy survey in which nearly 8,000 representatives from over 300 channel customers were asked to provide feedback regarding their experience with Endeavor. Survey participants who provided contact information were entered into a random drawing for ten $100 AMEX gift cards and two brand new 64GB iPad 2s! Congratulations to the winners, and thanks to everyone who participated - your feedback is extremely valuable! For more about this initiative, don't miss the Company Spotlight, which summarizes the survey results and some of the company's preliminary plans based on the insightful feedback we received.

Also, just a reminder that the Endeavor team will be exhibiting at ISC Solutions, taking place November 2-3, at the Jacob K. Javits Convention Center in New York, NY. If you plan on attending, we hope you'll swing by booth 1468 and say hello! For more information on ISC Solutions, including registration info, check out the Upcoming Events Sections below.

Until Next Month,
Your Team at Endeavor
editor@endeavortelecom.com

Recently, Endeavor sent a survey to every customer employee contact in order to obtain direct customer feedback from all strata and functional departments for each customer. The survey was sent to nearly 8,000 individuals employed by over 300 unique channel customers. Unlike previous surveys that focused on just operations contacts, any customer employee from any department, including operations and finance, were included this quarter. Those who took the survey and provided their contact information were also entered into a random drawing for which we gave away prizes that included 10 American Express gift cards worth $100 each and 2 brand new 64GB iPad 2s. The results of the total customer employee survey were extremely insightful and, as a result, future surveys will be administered similarly.

Endeavor's business is one that involves thousands of events per day and consequently, with this volume of transactions, much of the focus both internally and for customers is on the negative exceptions and outliers. For example, in a thousand site rollout, a single problematic site may severely impact the overall impression of the success of the entire project from a customer and End User perspective, despite the other 999 sites that went off without a hitch. Endeavor operations management, likewise, tends to be preoccupied with this 1 in 1,000 defect, sometimes obsessively toiling over the root cause and corrective items for the sake of optimizing the customer experience.

Due to the nature and volume of Endeavor deployments, a company culture that focuses excessively on the negative is inevitable to some degree. In light of this, we are extremely pleased and surprised by the positive responses received from this most recent customer advocacy survey. When asked to rate the overall quality of the services provided by Endeavor, 9 out of 10 of all customers' employees indicate they are satisfied with the services provided by Endeavor, with the vast majority of respondents reporting that Endeavor's performance is improving progressively, an indication that many of the operational enhancement initiatives enacted by the company over the last year have had a favorable impact on the customer experience. 19 out of 20 participants reported Endeavor's cost effectiveness and its value for the money to be of the highest rating. The most valuable items of feedback are the thousands of comments which are being individually reviewed by the executive team.

Despite the overall positive feedback, there is always room for improvement. These and future such survey responses will play a significant role in assessing these areas and determining which initiatives Endeavor needs to prioritize in order to address items viewed as most important across the account base and make certain its services are always priced to enable the profitability of its channel customers. The four primary improvement opportunities we've identified are as follows: 1) Consistently meeting scheduling/arrival timescales; 2) Keeping customers informed of progress/status changes; 3) Clear and effective communication, and; 4) responding promptly to customer problems.

A common thread amongst the 4 improvement opportunities we've identified is communication. Therefore, an immediate result of the survey will be a complete review of the methods used by Endeavor for communicating to customers, focusing in two fronts in particular. For one, it is critical for the daily operations of customers that Endeavor provides real-time updates to customers regarding critical matters in a concise, accessible, and actionable manner. A complete audit of the methods and systematic mechanisms used in facilitating communications with customers is underway based on the feedback we've received.

Everyone knows that operations is, largely, a thankless job. Considering the fact that the successes within Endeavor's customer partnerships are generally overlooked internally, within many of our customers' organizations, and by many end-users, Endeavor is working to implement new tools through which our mutual wins and successes are acknowledged internally and communicated to customer staff and their management. This will consequently allow customers to advertise these successes to their end users, enhancing their experience as well.

Overall, this recent survey was a huge success; not because of the positive feedback, but instead due to the tremendous number of dedicated partners who took the time out of their busy schedules provide their opinions. The data we've gathered will be invaluable in our continuous efforts to enhance the customer experience. We are thankful for your participation and look forward to checking back in with you in a few months to see how we are doing. Thanks again for your feedback and support!

ISC Solutions
November 2-3, 2011
Jacob K. Javits Convention Center; New York, NY; Booth 1468
Click here to register for the show!

NRF 101st Annual Convention & Expo
January 15-18, 2012
Jacob K. Javits Convention Center; New York, NY; Booth 2824
Click here for a Complimentary Expo Pass!