Computer Associates (CA) is defending itself against a proxy struggle for control of the company, calling accusations against it "self-serving" and "outrageous".
CA challenged the validity of data commissioned by Texan investor Sam Wyly and his firm Ranger Governance, which last week announced plans to replace the board and management of CA.
In a webcast on Tuesday, Wyly claimed that CA had lost its way in terms of serving the customer. "We intend to restore credibility and, if successful, will publish a plan within 60 days on how the restructuring will play out," he said.
Referring to a survey commissioned by Ranger Governance and conducted by Penn, Schoen & Berland Associates, Wyly claimed that 46 per cent of CA's customers would like to get out of their commitment to the company, and 41 per cent were dissatisfied with the service they received.
In response, Sanjay Kuman, president and chief executive at CA, said: "Wyly's assertions are based on fundamentally flawed and self-serving research that encompasses 76 interviews, 16 of which were individuals who have never been customers of ours. We flatly dispute the survey's conclusions."
Kuman further stated that customer satisfaction is paramount to the company's success and that "we believe we have made significant strides in recent years that respond directly to customer needs for increased choice and flexibility".
A report by GuideStar, a research firm which has been monitoring customer satisfaction for CA for the past two years, dismissed the Wyly study as "flawed" and said that the data was nothing more than "a thinly veiled work of propaganda".
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