Recognized for extraordinary customer service for ninth consecutive year.
Wolters Kluwer, Health today announced that the global customer support teams for UpToDate®, Ovid® and Lippincott® each received the NorthFace ScoreBoard Award from the Customer Relationship Management Institute LLC (CRMI) once again. This is the ninth year in which Wolters Kluwer customer experience teams have won the honor.
In 2019, more than 500 projects and 90 companies in diverse industries globally were judged on their commitment to continuously exceed expectations in customer experience (CX).
Due to the unique “customer-only vote” criteria, the NorthFace ScoreBoard Award is considered a leading benchmark for customer service. Customer satisfaction and loyalty levels are measured on a 5-point scale over the preceding calendar year period in such categories as technical support, customer service and account management. Wolters Kluwer teams excelled in the following areas:
- Ovid, Lippincott, and Audio Digest product line customer support teams achieved an overall customer support satisfaction SBI rating of 4.4 for service to individual customers and 4.5 for enterprise clients and excellence in customer loyalty. This was demonstrated by the Net Promoter Score of 82 for enterprise services. High marks were also achieved for individual/member care.
- UpToDate teams achieved a customer support satisfaction SBI rating of 4.8 for customer service phone support. Additionally, high marks were achieved for technical support, customer service case and live chat support.
“We’re proud of our dedicated customer service teams and incredibly honored to be recognized for providing world-class customer service for the ninth consecutive year,” said Stacey Caywood, CEO, Wolters Kluwer, Health. “Wolters Kluwer is committed to our customers being the center of our business when it comes to delivering service and solutions they need and driving innovation. This award celebrates that focus and recognizes our dedicated team of experts for their commitment to always go the extra mile for our customers.”