Wolters Kluwer Health is pleased to announce that its Global Customer Support team for the Ovid and LWW Journals product lines has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp for excellence in service during 2013.
This is the third consecutive year the team has received the award. The NorthFace ScoreBoard award is presented annually to companies that exceed expectations in customer satisfaction scores — based solely on direct customer feedback—during the prior calendar year.
"This award is a true reflection of the passion and commitment of our entire global Customer Support organization to exceed our customers' expectations," said Timothy Curran, Vice President Customer Support, Wolters Kluwer Health, Medical Research. "We're very pleased to be recognized by one of the leading customer service assessment organizations for our superior service."
Omega's methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) four times during the year in such categories as technical support, field service, customer service and account management. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0.
"Due to its unique 'customer-only vote' criteria, the NorthFace ScoreBoard Award has been viewed from its inception as the only objective benchmark for excellence in customer service," Maraganis said. "Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the 'Loyalty Zone,' are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors."
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