Information services provider Wolters Kluwer Health (WK Health), US, has announced that the Technical Services team for its Ovid and LWW journals business recently received the coveted NorthFace ScoreBoard Award from Omega Management Group Corp for achieving excellence in customer service and support in 2011. A pioneer in innovative customer experience management (CEM) strategies, Omega initiated the award in 2000 to recognise world-class customer service organisations based exclusively on customer ratings.
Earlier in the year, Wolters Kluwer Technical Services was awarded both a Top 100 Center of Excellence designation and a Center of Excellence certification from Benchmark Portal.
As part of the NorthFace ScoreBoard Award Audit Program, Omega reviews and rates a company's entire customer service process on a quarterly basis, including areas such as technical support, customer services, training, and other aspects. Omega's ratings are based on survey responses from the company's customers. Companies that achieve a customer satisfaction rating of 4.0 or above - out of a possible 5.0 - over a 12-month period receive the award. Wolters Kluwer achieved a top score of 4.8 to be considered in best in class.
