A few days ago, Wolters Kluwer Health, a global provider of information for healthcare professionals and students, announced that part of Wolters Kluwer Health, UpToDate, has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp (News - Alert)., in recognition of achieving excellence in customer service and support in 2011.
Since 2000, the award has been presented annually to companies which, as rated solely by its own customers, exceeded expectations in customer satisfaction during the prior calendar year. Omega is an expert in customer experience management (CEM) strategy.
Four times during the year, in categories such as technical support, field service, customer service and account management, its award methodology measures customer satisfaction and loyalty levels on a five-point scale (or equivalent).
Companies which, based solely on survey responses from its own customers, achieved a 4.0 or above out of a possible 5.0, are recipients of the NorthFace ScoreBoard Award. On customer service, UpToDate received a 4.5, and on technical service, it received a 4.3.
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“Receiving the NorthFace ScoreBoard Award is testament to our customer service mission of providing timely, accurate and professional service at each and every customer touch point,” said Heidi Gentleman Cullen, vice president, Global Customer Operations, UpToDate at Wolters Kluwer Health.
Meeting clinicians’ support needs so they can answer clinical questions quickly at the point of care is at the heart of what it does. To provide unparalleled evidence-based clinical decision support to improve patient care, it will continue to empower healthcare practitioners around the world.
John Alexander Maraganis, president and CEO at Omega, concluded that for excellence in customer service, due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed as the only objective benchmark since its inception.
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