HealthMay 17, 2021

10th NorthFace ScoreBoard Award nets Wolters Kluwer summit class for customer care excellence

Ovid, Lippincott, and Audio Digest product support teams recognized for 10 consecutive years of world-class customer care

Wolters Kluwer, Health today announced that the global customer support teams for Ovid®, Lippincott®, and Audio Digest® received the NorthFace ScoreBoard Award (NFSB) for the tenth consecutive year from the Customer Relationship Management Institute LLC (CRMI), and achieved Summit status in recognition for its exceptional customer-centric organizational culture.

The NorthFace ScoreBoard Service Award is presented annually to organizations that not only offer exemplary customer service but those that embody a deep commitment to being customer centric. The award is considered a leading benchmark for customer service because of its unique “customer-only vote” criteria to measure both customer satisfaction and customer loyalty. CRMI’s Summit-class award was introduced in 2020 for organizations who have received NFSB awards for five consecutive years, implemented a formal CXDNA playbook strategy, and an annual customer support employee engagement soft-skills training. 

The Ovid, Lippincott, and Audio Digest product line support teams achieved an overall customer support satisfaction SBI rating (scale of 1-5) of 4.3 for service to individual customers and 4.7 for enterprise clients and excellence in customer loyalty. This was demonstrated by the Net Promoter Score of 83 for enterprise services, a world class score according to CRMI.

“We are incredibly proud of our dedicated global customer support teams for achieving a remarkable milestone of ten consecutive years providing exceptional customer support and are honored to be recognized by CRMI,” said Greg Samios, President and CEO, Health Learning, Research & Practice at Wolters Kluwer. “In a year that brought unprecedented challenges, this award honors our team’s unwavering commitment to putting our customers at the center of our business and ensuring that they had the support they needed to respond to great changes and excel.” 

John Maraganis, CEO and resident of CRMI stated, “The Wolters Kluwer Health Learning, Practice & Research Support team has achieved our CXDNA Ultimate Ecosystem category (SUMMIT) by winning their 10th consecutive NorthFace ScoreBoard Service award for delivering world class customer service as voted by their customers, the ultimate validation and a remarkable achievement.”

About Wolters Kluwer

Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the health, tax & accounting, governance, risk & compliance, and legal & regulatory sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

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