Wolters Kluwer Health has received the 2025 NorthFace ScoreBoard Service Award (NFSB) for the 15th consecutive year, recognizing its customer support services provided through the Ovid® and Lippincott® platforms. The recognition also extends the company's NFSB "Summit" classification.
The company reported a Net Promoter Score (NPS) of 81 for its customer support services, compared with an industry average of below 40. It also achieved a ScoreBoard Index rating of 4.8 out of 5. The Customer Relationship Management Institute (CRMI) determines these scores annually based on customer satisfaction surveys and evaluations.
Brian Krasner, Vice President of customer service at Wolters Kluwer Health, stated that the consecutive recognition reflected the consistency and expertise of the company's customer service teams. He noted that healthcare professionals and organizations rely on Ovid and Lippincott to support their work across the healthcare ecosystem, making customer experience an important factor in maintaining client trust.
Established in 2000 by Customer Relationship Management Institute LLC (CRMI), the NorthFace ScoreBoard Service Award recognizes organizations for their customer service performance. The assessment covers several areas, including technical support, field service, account management, professional services, customer training, and depot repair. It also evaluates customer service practices in relation to respect, employee empowerment, and trust.
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