Marks the 3rd Award Received in 2012 for Customer Service and Support
Newswise — New York, NY (November 28, 2012) – Wolters Kluwer Health is pleased to announce that the Technical Services team for its Ovid and LWW journals business recently received the coveted NorthFace ScoreBoard AwardSM from Omega Management Group Corp for achieving excellence in customer service and support in 2011. A pioneer in innovative customer experience management (CEM) strategies, Omega initiated the award in 2000 to recognize world-class customer service organizations based exclusively on customer ratings. Earlier in the year, Wolters Kluwer Technical Services was awarded both a Top 100 Center of Excellence designation and a Center of Excellence certification from Benchmark Portal.
“This award, our third customer satisfaction recognition this year, solidifies our position as a best-in-class support organization dedicated to providing superior customer service and products,” said Neil Schmidt, Vice President and General Manager, Global Operations with Wolters Kluwer Health Medical Research. “Our Technical Services team excels in meeting and exceeding our customer needs and is a key part of our long-term customer partnerships. I’m pleased the team continues to be recognized for their unmatched level of service.” “The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president & CEO of Omega. “As a first time award recipient, Wolters Kluwer Health received remarkable scores from its customers, illustrating great depth of satisfaction and loyalty for the Wolters Kluwer Health business.”
As part of the NorthFace ScoreBoard Award Audit Program, Omega reviews and rates a company’s entire customer service process on a quarterly basis, including areas such as technical support, customer services, training, and other aspects. Omega’s ratings are based on survey responses from the company’s customers. Companies that achieve a customer satisfaction rating of 4.0 or above—out of a possible 5.0—over a 12-month period receive the award. Wolters Kluwer achieved a top score of 4.8 to be considered in best in class.-more-“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception as the only objective benchmark for excellence in customer service,” Maraganis said. “Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in achieving beneficial, long-term customer relationships, and this significantly raises the bar on their competitors.”
About Wolters Kluwer HealthWolters Kluwer Health (Philadelphia, PA) is a leading global provider of information, business intelligence and point-of-care solutions for the healthcare industry. Serving more than 150 countries and territories worldwide, Wolters Kluwer Health’s customers include professionals, institutions and students in medicine, nursing, allied health and pharmacy. Major brands include Lippincott Williams & Wilkins, Ovid®, Medknow, UpToDate®, Medi-Span®, Facts & Comparisons®, Pharmacy OneSource®, Lexicomp® and ProVation® Medical.
Wolters Kluwer Health is part of Wolters Kluwer, a market-leading global information services company. Wolters Kluwer has 2011 annual revenues of €3.4 billion ($4.7 billion), employs approximately 19,000 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America.
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