Information services provider Wolters Kluwer Health, US, has announced that its Global Customer Support team supporting the Ovid and LWW Journals business has received the NorthFace ScoreBoard Award from Omega Management Group Corp for achieving excellence in customer service and support in 2012. The award is presented annually to companies that exceed expectations in customer satisfaction scores - based solely on direct customer feedback.
Omega is an expert in customer experience management (CEM) strategy, and helps companies boost revenue and profits by consistently exceeding customer expectations for service quality. Wolters Kluwer Health received a top score of 4.7 (out of 5.0) in receiving its second consecutive NorthFace ScoreBoard Award.
This award recognises excellence in customer satisfaction scores over the last calendar year across the Ovid and LWW customer service, technical support, training, sales engineering, and integration support services teams assisting customers in 117 countries. The audit includes a quarterly review of customer survey process and ratings. Companies must achieve a customer satisfaction rating of 4.0+ out of a possible 5.0 score (or equivalent rating system), over a 12-month calendar period.
Omega's methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) regularly during the year in such categories as technical support, field service, customer service and account management.
