Delivering and measuring excellence

MessageMedians work to an exacting set of KPIs at every level in every department; we use these measures to monitor our performance and ensure we’re delivering excellent results for clients.
We’ve made a range of our KPIs transparent so you can decide for yourself whether we can meet your standards:

Actual client outcomes

Customer satisfaction is the best measure of how well we’re doing our job. To keep a finger on the pulse, almost every team member has regular contact with our customers. Account managers, the support crew, IT developers, even our CEO speaks to clients on a regular basis. In addition to this informal contact, we also document customer outcomes through official customer surveys.

• Click here to view client testimonials

100% gateway uptime guarantee

MessageMedia has zero tolerance for SMS gateway downtime, a fact supported by our service level agreement, which details the commitment we make to compensating customers in the unlikely event of an outage. This 'always up' criterion is the founding principle of MessageMedia technology - 100% gateway uptime is our minimum requirement, and this starting point guides us in all our development work. Importantly, MessageMedia owns its technology, which means we can impose our rigorous standards through every stage of the development process.

MessageMedia has direct connections to all three of Australia's major carriers; if one carrier connection fails, our systems will automatically route messages via an alternate Australian carrier. Direct-to-carrier connections are the most reliable and are far superior to any internationally routed (SS7) service. We guarantee carrier grade reliability.

• Click here to view our Service Level Agreement (100% gateway uptime guarantee)

Customer support documentation

MessageMedia is fanatical about customer care. We’re meticulous in recruiting the right people for support roles, they receive extensive, on-going training, and we have a range of KPI measurements that show exactly how we’re performing.

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

Privacy and security

MessageMedia’s clients include organisations such as banks, emergency services and the federal police, who hold and disseminate sensitive information. To stay abreast of the privacy protocols our customers demand, MessageMedia has a privacy/security process that provides high level protection from hacking, theft, fraud etc.

• Click here to view our privacy/security policy.

Company growth

Fast, sustained, revenue growth is a clear measure of a company’s ability to deliver results – if customers aren’t happy, the business can’t continue growing! MessageMedia’s corporate growth has been recognised in the Deloitte Fast 50 Technology Awards for 7 years running.

• Click here to view the latest Deloitte Fast 50 Technology Awards report, or contact us for earlier versions.

messagemedia team surveys

One of MessageMedia’s two primary visions is to be recognised as the best workplace in Australia. To stay in touch with how our team is travelling, we conduct a team survey through The Peter Berry Consultancy on an annual basis.

• Click here to check out our 2007 survey results.
• Click here to check out our 2008 survey results.