Press Room: 2002
Customers Declare Keynote Systems a Winner
90% Loyalty Rating in 2001 Customer Satisfaction Survey
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SAN MATEO, CA — January 3, 2002 — Keynote customers are happy ones. That's according to the results of the company's annual customer satisfaction survey, announced today, in which ninety percent of participating customers in the independent survey said they intend to continue subscribing to Web performance management services from Keynote Systems (Nasdaq: KEYN), The Internet Performance Authority®. NFO Prognostics, a global leader in customer research based consulting to the IT industry, performed the survey.
"Relative to other IT companies, a loyalty rate of 90% is very strong," said Rick Pearce, vice president of research and consulting services at NFO Prognostics. "Based on our experience, a high loyalty rating, such as Keynote's, indicates an opportunity for good revenue growth in the future."
Over twenty percent of Keynote's 2,800 corporate customers responded to the survey designed to assess customer satisfaction. The survey asked questions regarding service offerings, product selection process and future planned usage of Keynote services.
"Keynote's goal is to deliver exceptional value to customers in all areas of the business through our growing line of e-business benchmarking, testing and application performance management services. Consistently delivering high levels of customer satisfaction has always been a top priority," said Umang Gupta, chairman and chief executive officer of Keynote. "While we are pleased with these results, we will work to make them even better next year."
As evidence of its commitment to improve its level of customer satisfaction, Keynote recently launched Keynote Advanced Technical Services™, which provides greatly expanded customer support services to meet the specific needs and requirements of enterprise customers.
About Keynote
Keynote Systems (Nasdaq "KEYN"), The Internet Performance Authority®, is the worldwide leader in Internet performance services that improve the quality of e-business. Keynote's services enable corporate enterprises to benchmark, test and manage their e-business applications both inside and outside the firewall. By improving the quality of their e-business, companies reduce costs, gain operational efficiency, protect and grow revenue and stay ahead of the competition. More than 2,800 corporate IT departments, Web hosting companies and Internet service and content delivery providers around the world have implemented the company's easy-to-use and cost-effective services. Keynote Systems, Inc. was founded in 1995 and is headquartered in San Mateo, California. The company can be reached at www.keynote.com or by phone in the U.S. at 650-403-2400.
© 2002 Keynote Systems. The Internet Performance Authority and Test Perspective are registered trademarks of Keynote in the UnitedStates and/or other countries.
Forward-Looking Statements
This press release contains forward-looking statements that are not purely historical regarding the company or management's intentions, hopes, beliefs, expectations and strategies for the future. Because such statements deal with future events, they are subject to various risks and uncertainties, and actual results could differ materially from the company's current expectations.
Forward-looking statements in this release include, but are not limited to, statements regarding customer renewal rates and future customer satisfaction levels. It is important to note that actual outcomes and Keynote's actual results could differ materially from those in such forward-looking statements. Factors that could cause actual results to differ materially include risks and uncertainties such as Keynote's short operating history with an unproven business model, which makes it difficult to evaluate its current business and future prospects, increased competition, which could result in pricing pressure or the adoption of a competitor's Internet performance measurement service as the industry standard for measuring the speed and reliability of websites, improvements to the Internet infrastructure which could have the effect of reducing demand for Keynote's services, widespread acceptance and use of the Internet as a means for business communications, Keynote's ability to develop and introduce new services in a timely manner, and customer acceptance of new services, customers maintaining their current level of Keynote services, Keynote's ability to keep pace with technological changes, Keynote's ability to successfully operate international operations, general economic conditions and other conditions related to the technology and Internet industries in particular. Readers should also refer to the risk outlined in Keynote's reports filed with the Securities and Exchange Commission, including its Annual Report on Form 10-K for its fiscal year ended September 30, 2000, and its quarterly reports on Form 10-Q and current reports on Form 8-K filed during the fiscal year.
All forward-looking statements and reasons why results might differ included in this release are made as of the date of this press release, based on information available to Keynote as of the date of this press release, and Keynote assumes no obligation to update any such forward-looking statement or reasons why results might differ.
Editorial Contact:
Jason Pfannenstiel, Keynote Systems, Inc., (650) 403-3246, jasonp@keynote.com
