Healthcare information provider Wolters Kluwer has announced that the global customer support teams for its UpToDate®, Ovid® and Lippincott Williams & Wilkins (LWW) product lines have each received the NorthFace ScoreBoard Award from Omega Management Group Corp. This marks the fourth time each team has been recognized by Omega for their excellence in customer service and support.
Now in its 15th year, the NorthFace ScoreBoard (NFSB) Award is presented annually to companies that, as rated solely by their own customers, achieved excellence in customer satisfaction and loyalty during the prior calendar year. Omega's methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least four times during the year in such categories as technical support, field service, customer service and account management. The 31 NFSB 2014 recipients are companies that achieved a 4.0 or above out of a possible 5.0 or equivalent.
The awards were presented at Omega's SCORE Conference 2015, the only event in the customer service industry focused on Customer Experience Management (CEM) best practices to acquire, retain, grow and win-back customers.
Omega's research indicates that companies that consistently achieve a 4.0 rating or above have reached the 'Loyalty Zone.' This means they have succeeded in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.
