Wolters Kluwer Health, a global provider of clinical technology and evidence-based solutions, has once again been honored with the prestigious NorthFace ScoreBoard Service Award (NFSB) for its exceptional customer service. The company's customer support teams for Ovid®, Lippincott®, and Audio Digest® have received this esteemed recognition for the 12th consecutive year, reaffirming their commitment to delivering superior customer experiences.
Presented annually by the Customer Relationship Management Institute LLC (CRMI), the NFSB Service Award is a testament to companies that have demonstrated excellence in customer service throughout the previous year. Wolters Kluwer's customer support teams achieved Summit status, which requires maintaining high rankings for seven consecutive years, reflecting their unwavering dedication to a customer-centric approach.
The NorthFace ScoreBoard Service Award, now in its 23rd year, holds immense prestige due to its unique customer-only vote criteria. In 2022, over 5,000 companies were invited to participate in the NFSB Service Audit quiz and/or the NFSB Service Audit Program. Wolters Kluwer's Health Learning, Research & Practice customer service teams have consistently demonstrated their commitment to exceeding customer expectations, building long-term customer loyalty, and delivering exceptional service.
The customer support teams for the Ovid, Lippincott, and Audio Digest product lines achieved an outstanding overall customer support satisfaction ScoreBoard Index (SBI) rating of 4.8 on a scale of 1-5, as well as an exceptional Net Promoter Score (NPS) of 83. Both scores are considered world-class according to CRMI, highlighting the company's dedication to providing exemplary service.
The NorthFace ScoreBoard Service Award program was established in 2000 to recognize organizations that not only offer exemplary service to their customers but also prioritize principles such as respect, employee empowerment, and trust in others. To qualify for the NFSB Awards, a company must measure its customers' satisfaction with overall customer service/support on an annual basis and achieve a rating of 4.0 or above out of a possible 5.0.
Wolters Kluwer Health remains committed to providing trusted clinical technology and evidence-based solutions that empower clinicians, patients, researchers, and students in making effective decisions and achieving positive outcomes across the healthcare landscape. With a focus on clinical effectiveness, learning and research, clinical surveillance and compliance, as well as data solutions, Wolters Kluwer Health continues to shape the future of healthcare through its dedication to exceptional customer service and innovative solutions.
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