For 13th Consecutive Year, Wolters Kluwer Customer Service Wins NorthFace ScoreBoard Awards
13 Mayo 2024 - 10:48AM
Business Wire
Customer service and product support teams
across Ovid, Lippincott, and Audio Digest recognized for
world-class service
Wolters Kluwer Health continues to provide excellent customer
experience for its products, services and solutions, as the company
received prestigious recognition with multiple award wins in the
2023 NorthFace ScoreBoard (NFSB) Awards. The teams from Ovid®,
Lippincott®, and Audio Digest® were part of the group that has been
recognized by the Customer Relationship Management Institute LLC
(CRMI).
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Wolters Kluwer Health is recognized for
providing excellent customer experience for its products, services,
and solutions. (Graphic: Business Wire)
“To be recognized by this program for thirteen straight years is
a truly remarkable accomplishment and I am incredibly proud of the
groups that make customer service their top priority day-in and
day-out,” said Stacey Caywood, Chief Executive
Officer, Wolters Kluwer Health. “Our customers are at the heart
of everything we do, and we will continue to work hard to build and
keep their trust in our brand.”
Providing the best experience for customers
Now in its 24th year, the NFSB Service Award is presented
annually to companies who, as rated solely by their own customers,
achieved excellence in customer service during the previous
calendar year. CRMI created the NFSB Service Award program to
recognize organizations who offer exemplary service to their
customers and have a deep commitment to the principles of respect,
employee empowerment and trust in others. In 2023, more than 5,000
companies were invited to participate in the NFSB Service Audit
Program globally.
Wolters Kluwer’s Health Learning, Research & Practice
customer service teams continue to show the company’s commitment to
building profitable, long-term customer loyalty by continuously
exceeding customer expectations. The product line support teams
achieved an overall customer support satisfaction ScoreBoard Index
(SBI) rating (scale of 1-5) of 4.8 and a Net Promoter Score of 82 –
both of which are world-class scores according to CRMI.
World-class service, year after year
To qualify for the NFSB Awards a company must measure their
customers’ satisfaction with their overall customer service on a
calendar year basis and achieve a 4.0 or above out of a possible
5.0 rating. Additionally, Wolters Kluwer was included in the
“Summit-class,” reserved for organizations which have been NFSB
Service recipients for at least seven consecutive years, have
implemented a formal CXDNA playbook strategy, and provide employee
engagement soft skills training.
“Given that the industry average for NPS is below 40%, Wolters
Kluwer is in elite company for all things customer service,” said
John Maraganis, CEO and President of CRMI. “Having a CX strategy
that is strong and well thought out continues to show that it is a
critical part of any highly successful organization.”
For more information about Wolters Kluwer, please visit:
www.wolterskluwer.com.
About Wolters Kluwer
Wolters Kluwer (EURONEXT: WKL) is a global leader in
information, software solutions and services for professionals in
healthcare; tax and accounting; financial and corporate compliance;
legal and regulatory; corporate performance and ESG. We help our
customers make critical decisions every day by providing expert
solutions that combine deep domain knowledge with technology and
services.
Wolters Kluwer reported 2023 annual revenues of €5.6 billion.
The group serves customers in over 180 countries, maintains
operations in over 40 countries, and employs approximately 21,400
people worldwide. The company is headquartered in Alphen aan den
Rijn, the Netherlands.
For more information, visit www.wolterskluwer.com, follow us on
LinkedIn, Facebook, YouTube and Instagram.
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Media Josh DeStefano Manager, External Communications
Wolters Kluwer Health +1 (917) 408-5125
joshua.destefano@wolterskluwer.com