Ovid and Lippincott support teams continue longstanding record of world-class customer care
Wolters Kluwer Health today announced that the company has earned the 2025 NorthFace ScoreBoard Service Award℠ (NFSB), marking the 15th consecutive year of recognition for the company’s excellence in customer service. The award highlights the exceptional customer support delivered by the Ovid® and Lippincott® customer service teams and extends Wolters Kluwer’s NFSB “Summit” classification.
Sustained excellence in customer experience
Wolters Kluwer achieved a Net Promoter Score (NPS) of 81 for Customer Support, far exceeding the industry average below 40%, as well as a ScoreBoard Index of 4.8 out of five. NFSB determines these scores annually with customer satisfaction ratings reviewed and evaluated based on client surveys.“Receiving the NorthFace ScoreBoard Service Award for the fifteenth consecutive year reflects consistency alongside the expertise and commitment our teams bring to every customer interaction,” said Brian Krasner, Vice President, Customer Service, Wolters Kluwer Health. “Our customers rely on Ovid and Lippincott to support critical work across the healthcare ecosystem, and delivering an exceptional experience is fundamental to earning and maintaining that trust. We are incredibly proud of the phenomenal team sustaining this standard of excellence year after year.”
Commitment to world-class customer care
Created by the Customer Relationship Management Institute LLC (CRMI) in 2000, the NFSB celebrates organizations that go above and beyond in providing excellent service to their customers. This award acknowledges technical support, field service, account management, professional services, customer training, and depot repair efforts, and emphasizes an organization’s deep commitment to the principles of respect, employee empowerment and trust in others. CRMI evaluates customer satisfaction processes and ratings across various categories annually.
“Wolters Kluwer’s continued Summit classification reflects the longevity of its exemplary achievement. Fifteen consecutive years of recognition are a testament to the company's unwavering dedication to excellence, and reflect a culture in which customer service excellence is an enduring part of the organization's DNA,” said CRMI CEO and President, John Maraganis.