Wolters Kluwer, a leading global provider of trusted clinical technology and evidence-based solutions, has announced that the customer support teams for UpToDate®, Ovid® and Lippincott® each received the NorthFace ScoreBoard AwardSM from the Customer Relationship Management Institute (CRMI). CRMI is an Omega Management Group Corp. company.
Each year, Omega honours companies that have not only exceeded customer service expectations for the previous calendar year, but who also center their existence on a deep commitment to continuously exceeding customer expectations. In 2018, more than 400 projects from over 75 companies in diverse industry segments worldwide were judged.
Because of the unique ‘customer-only vote’ criteria utilized by Omega, the NFSB 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.
Ovid and Lippincott enterprise teams achieved an overall customer support satisfaction ScoreBoard Index (SBI) rating of 4.7 and excellence in customer loyalty as demonstrated by the Net Promoter Score of 81%. UpToDate teams achieved an overall customer support satisfaction SBI rating of 4.5 for customer service, 4.3 for enterprise support and 4.3 for technical support.
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