The Health division of Wolters Kluwer, a global provider of information and point of care solutions for the healthcare industry, has announced that the global customer support teams for UpToDate®, Ovid® and Lippincott Williams & Wilkins (LWW) each received the NorthFace ScoreBoard Award℠ (NFSB) from Omega Management Group Corp. This marks the fifth consecutive year the teams have been recognised by Omega for excellence in customer service and support.
The award is presented annually to companies that exceeded customer service expectations for the previous calendar year. Because of the unique 'customer-only vote' criteria utilised by Omega, an expert in customer experience management strategy (CEM), the NorthFace ScoreBoard Award is considered the only objective benchmark for excellence in customer service. Customer satisfaction and loyalty levels are measured 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.
Recipients are companies that achieve a 4.0 (or equivalent) or higher out of a possible 5.0, which puts them in what Omega has identified as the "Loyalty Zone" wherein they are successfully locking in profitable, long-term customer relationships. Wolters Kluwer's teams exceeded the average NFSB index of 4.5 points and tied the best-in-class rating of 4.8 points. Teams also achieved 100% satisfaction in the Customer Support (Ovid, LWW) and Phone Support (UpToDate) categories.
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