Delivering and Measuring Excellence

It's a passion at MessageMedia

All MessageMedians work to demanding set of KPIs, which we use to monitor our performance, and ensure we deliver great results for all our customers. We’ve made a range of KPI measurements transparent so you can check them out, and decide for yourself whether we meet your criteria:

Client outcomes and testimonials

Client outcomes are the best measure of how well we’re doing our job. To ensure we’re getting it right, virtually every MessageMedian has regular contact with our customers. Account managers, IT developers, our support team, even our CEO speaks to customers regularly. To augment this informal contact, we also document results through official client surveys.

• Click here to view testimonials

100% uptime guarantee

At MessageMedia we have zero tolerance for SMS gateway downtime. We make this clear in our service level agreement, which details what we do in the unlikely event of an outage. This ‘always on’ commitment is the central tenet of MessageMedia IT - 100% uptime is our starting point, and this guides all our development programs. We also own all our technology, this means we can impose our rigorous standards at every stage of development.

MessageMedia has multiple connections to USA carriers, which makes our service much more reliable than a single carrier. What’s more, our internal systems constantly monitor delivery speed to all networks, and our SMS traffic gets dynamically routed to ensure timely delivery.

• Click here to find out more about our SMS gateway performance
• Click here to find out more about our Service Level Agreement

Client support

We’re serious about customer care! MessageMedia is extremely thorough when recruiting for support positions, our service team receives extensive training, and we have a range of KPIs that monitor the team’s performance.

• Click here to view support testimonials
• Click here to view last month’s average wait time for inbound client calls

Privacy/security

MessageMedia has a broad range of clients, including organizations such as banks, emergency services and police agencies who work with highly sensitive information. To stay abreast of emerging privacy and security protocols, MessageMedia has a privacy/security process that provides top level protection from fraud, theft and hacking.

• Click here to learn more about our privacy/security policy.

Company growth

High level revenue growth over a sustained period is a clear measure of an organization’s ability to deliver results – if customers are not happy, the business will not grow! Our corporate growth has been featured in the Deloitte Fast 50 Technology Awards for 5 years in a row.

• Click here to check out the latest Deloitte Technology Fast 50 Awards, you can also contact us for earlier versions.

Team surveys

One of MessageMedia’s main objectives is to be recognized as an outstanding place to work. To make sure we know how our team is feeling about their work, we conduct a survey through The Peter Berry Consultancy on a regular basis.

• Click here to see our 2007 survey.
• Click here to see our 2008 survey.