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LONDON, 22.01.03: Freeserve, the UK’s No. 1 for the Internet has selected Confirmit, the market leading web-based survey generation solution from FIRM (Future Information Research Management), to help increase market share and maintain its market leading status. Confirmit enables Freeserve to rapidly create and distribute a range of member satisfaction and preference questionnaires to its members enabling it to meet their demands and measure reactions to existing services in real time, and act upon the results.

Freeserve is using Confirmit for a number of strategic customer satisfaction and member benefits research projects, which are providing valuable data in the battle to stay ahead of its competition. The Confirmit solution has gathered valuable real-time insight on the launch of Freeserve’s revolutionary Internet welcome pack, with research showing widespread acceptance and satisfaction.

By continuously monitoring customer demands and responding to them, Confirmit is allowing Freeserve cater for customers’ every web requirement from low cost dialup to high speed connectivity and a varied range of channels. This helps to build customer loyalty and will help ensure that Freeserve remains in the coveted number one spot in the UK ISP market. Freeserve is planning a comprehensive plan of internal and external research using Confirmit in 2003.

FIRM’s state of art web-based Confirmit software solution is ideal for organisations looking to gain valuable competitive edge in today’s customer driven, and increasingly internet-based, business environment. Web enabling the collection, analysis and reporting of key internal and external business information in real time has enabled Freeserve to make proactive decisions using the latest intelligence.

Being an Internet based solution, Confirmit offers considerable benefits over traditional market research techniques, in addition to speed of data collection. By distributing questionnaires and research material via the Internet, respondents are able to complete and return them at a convenient time dramatically improving data quality and response rates. Confirmit’s licence based billing structure has significantly reduced the cost of research at Freeserve, charging a transaction price per completed interview.

Confirmit enables businesses to control every aspect of their customer and internal research programmes. Its open architecture allows users to give each piece of research collateral a corporate branding, enabling it to be integrated into existing Internet or Intranet sites. A tracking facility built into the back end enables an organisation to check how many respondents have not responded and to send them reminders, without respondents feeling that answers will be directly traceable to them.

On completion of a research project, Confirmit enables organisations to deliver data into any of the leading data reporting applications instantly and can be configured to any custom requirement by FIRM’s developers.

Victoria Robertshaw, Managing Director, Customer Operations and Relations at Freeserve says that Confirmit is revolutionising the way that they deliver service improvements, ‘Freeserve became the UK's biggest ISP by making freedom of the Internet really easy to achieve for everybody. Our success has been achieved by listening to our members and responding to their needs. Confirmit provides us with the ideal tool for conducting cost effective and data rich research programmes and projects to make sure that we continually ask our members what they really want.

‘Confirmit, and the FIRM team have become an integral part of Freeserve’s commitment to providing the highest levels of service to our customers, based on understanding and meeting their expectations.’

Kjell Øksendal, FIRM’s VP of Global Marketing adds, ‘We are delighted to be helping Freeserve to maintain its leading position in the UK ISP market. Understanding customer requirements will be an essential part of business success in 2003, as it will enable businesses to increase satisfaction levels and deliver ongoing service improvements.

‘The Internet now accounts for a major part of business turnover, as illustrated by the recent 30 percent increases in online trading over the festive period. Confirmit provides a cost effective and easy to use solution which will enable business to gather essential customer intelligence in real time.’

For more editorial information about firm or the Confirmit solution, please contact

Lyndon Johnson or Chevaan Seresinhe

at Emmett & Smith

on +44 (0) 207 831 2999

or via email at

Notes to editors:

About FIRM

FIRM is the market leading provider of online business Information and Research Management (IRM) software solutions. The company’s state of art web-based Confirmit software enables organisations to gather, analyse and report key internal and external business information in real time, enabling them to make informed decisions - a key requirement for increasing competitive advantage, improving efficiency and driving performance.

The company was established in Oslo in 1996 by Norwegian entrepreneur and market research expert Bjorn Haugland to meet the growing corporate demand for data collection and evaluation via the internet, both internally and externally. Following the launch of its web survey and feedback generation solution Confirmit in 1999, the company now offers a full range of custom software development, training, support, and consultancy services.

About Freeserve

Freeserve is the leading ISP-portal with an integrated offering of UK-focused content, e-commerce and services and Internet access. Freeserve has 2.574 million active registered accounts and 4.5 million* unique users. In February 2002, Freeserve was named Best National Consumer ISP by the UK's Internet Service Provider Association and in September 2002, Freeserve was named Best Unmetered ISP for its AnyTime product by Practical Internet magazine. In October 2002, Freeserve was named Best Internet Service Provider and Best Web Hosting Provider by readers of Computeractive magazine.

Freeserve is part of Wanadoo SA, a leading European online media and services company which has as its major shareholder France Telecom, one of the world's leading telecommunications companies. Wanadoo SA is a leading Internet media services provider in France, the UK and a co-leader in Spain and is also present in the Netherlands and Belgium. Including Freeserve, Wanadoo S.A has 8 million active registered users and 20 million unique visitors per month to its portals.

Freeserve was launched in September 1998 as part of Dixons, Europe's leading consumer electronics retailer. Dixons Group remains a minority shareholder in Wanadoo S.A and Freeserve distributes its access software in the UK through Dixons' network of over 1,100 Dixons, Currys, PC World and The Link stores, plus Orange and MVC stores nationwide.

*NetValue, November 2002

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