HealthMay 01, 2019

Wolters Kluwer earns 2018 NorthFace ScoreBoard Awards for Excellence in World-Class Customer Care

Wolters Kluwer is recognized for Exceptional Customer Service for 8th consecutive year.

Wolters Kluwer, a leading global provider of trusted clinical technology and evidence-based solutions, announced today that the customer support teams for UpToDate®, Ovid® and Lippincott® each received the NorthFace ScoreBoard AwardSM from the Customer Relationship Management Institute (CRMI). CRMI is an Omega Management Group Corp. company.

Each year, Omega honors companies that have not only exceeded customer service expectations for the previous calendar year, but who also center their existence on a deep commitment to continuously exceeding customer expectations. In 2018, more than 400 projects from over 75 companies in diverse industry segments worldwide were judged.

Because of the unique “customer-only vote” criteria utilized by Omega, the NFSB 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. Wolters Kluwer’s teams achieved the following scores:

  • Ovid and Lippincott enterprise teams achieved an overall customer support satisfaction ScoreBoard Index (SBI) rating of 4.7 and excellence in customer loyalty as demonstrated by the Net Promoter Score of 81%.
  • UpToDate teams achieved an overall customer support satisfaction SBI rating of 4.5 for customer service, 4.3 for enterprise support and 4.3 for technical support.

“We applaud our dedicated teams across the globe for achieving such a prestigious customer service award for the eighth consecutive year,” said Diana Nole, CEO, Wolters Kluwer, Health. “Wolters Kluwer is committed to putting customers at the center of everything – this award underscores that mission and recognizes our talented team of experts for their tireless commitment to consistently going above and beyond.” 

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.