Waltham, Mass. (April 15, 2014) – Wolters Kluwer Health, a leading global provider of information for healthcare professionals and students, announced today that the UpToDate® global customer support team has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. for excellence in customer service and support. This is the third consecutive year that UpToDate has been recognized by Omega for exceeding customer expectations.
“The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president & CEO of Omega. “In 2013, more than 250 projects, many international in scope, were judged from scores of companies based in the U.S. and abroad. The majority of companies are repeat recipients, which shows that, despite the tough economy, implementing a CEM strategy is a reliable, proven way to achieve business success.”
Since 2000, the award has been presented annually to companies who, as rated solely by their own customers, exceeded expectations in customer satisfaction during the prior calendar year. Omega is an expert in customer experience management (CEM) strategy, and helps companies boost revenue and profits by consistently exceeding customer expectations for service quality.
“Our strategy to provide prompt, professional support at every customer touch point has been an integral part of our efforts to earn the trust of physicians worldwide who use UpToDate to make smarter and better decisions at the point of care,” said Denise Basow, MD, Vice President/General Manager, UpToDate at Wolters Kluwer Health, Clinical Solutions. “Achieving this high honor from Omega for the third year is testament to our unwavering commitment in earning long-term customer loyalty by exceeding their expectations.”
The award will be presented during Omega's annual SCORE Conference 2014, taking place May 21-23.
Omega’s methodology measures customer satisfaction and loyalty levels 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. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0.
“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception as the only objective benchmark for excellence in customer service,” Maraganis said. “Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.”