Support Teams from Ovid, Lippincott Williams & Wilkins and UpToDate Earn Fifth Consecutive NorthFace ScoreBoard Award for Exceeding Customer Expectations
April 20, 2016 - Wolters Kluwer, a leading global provider of information and point-of-care solutions for the healthcare industry, announced today that the global customer support teams for UpToDate®, Ovid® and Lippincott Williams & Wilkins (LWW) each received the NorthFace ScoreBoard AwardSM (NFSB) from Omega Management Group Corp. This marks the fifth consecutive year the teams have been recognized by Omega for excellence in customer service and support.
The award is presented annually to companies that exceeded customer service expectations for the previous calendar year. Because of the unique "customer-only vote" criteria utilized by Omega, an expert in customer experience management strategy (CEM), the NorthFace ScoreBoard 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.
Recipients are companies that achieve a 4.0 (or equivalent) or higher out of a possible 5.0, which puts them in what Omega has identified as the "Loyalty Zone" wherein they are successfully locking in profitable, long-term customer relationships. Wolters Kluwer's teams exceeded the average NFSB index of 4.5 points and tied the best-in-class rating of 4.8 points. Teams also achieved 100% satisfaction in the Customer Support (Ovid, LWW) and Phone Support (UpToDate) categories.
"Wolters Kluwer takes great pride in providing customers with exceptional service and support throughout the relationship, as evidenced by our core value of 'Customer First'," said Diana Nole, CEO, Wolters Kluwer Health. "To be among just 37 organizations worldwide to be recognized by Omega for our world-class customer service, and to have done so for five consecutive years, is testament to the dedication of our customer support experts and their commitment to exceeding customer expectations at every touchpoint."