Category: CertificationUnited States

JD Power Mobile App Certification to Help Consumers Identify Best Mobile Customer Experience

2017-12-20

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COSTA MESA, Calif.: 4 Jan. 2018 — Building on the trust consumers and brands have put in JD Power studies for decades, the marketing data and analytics company today announced the JD Power Mobile App Certification Program^SM to recognize brands that provide an exceptional mobile app experience.

This exclusive program reflects the commitment and dedication of select brands to provide their customers with a mobile app experience that meets today’s consumer expectations.

“The Mobile App Certification Program will assist consumers who are looking for an exceptional mobile app experience,” said Bob Neuhaus, Senior Director of Banking and Credit Card at JD Power. “Certified brands also will benefit by leveraging the JD Power brand and promoting their organization’s commitment to an outstanding mobile app customer experience.”

Bank of America is the first organization to achieve JD Power Mobile App Certification powered by Centric Digital.

“With 24 million mobile customers and growing, we remain committed to delivering solutions that make it easier for our clients to manage their financial lives as an extension of their daily digital activities,” said Michelle Moore, head of digital banking at Bank of America. “Receiving the JD Power Certification is a testament to this commitment and we’re pleased that with more than two million apps on the market, we’re the very first app to accomplish certification on behalf of our customers.”

As the first qualification criterion, brands must rank among top performers in the most recent JD Power North American Mobile App Satisfaction Index^SM.  Benchmark rankings are based on overall customer satisfaction with the mobile app experience for 259 brands across 11 industries.

In addition, qualifying brands must pass a rigorous evaluation of 250 mobile app experience and operational best practices conducted by JD Power in collaboration with Centric Digital. The 250 are a subset of Centric Digital’s DIMENSIONS, a classification system comprised of more than 3,000 digital best practices called “classifiers” and used by industry leaders to benchmark digital performance. These mobile best practices include, but are not limited to, navigation design; messaging & notifications; mobile channel management; app store performance; user interface design; and digital process and governance.

Once certified, a brand is permitted to market its achievement for 12 months with such marketing tools as a JD Power Mobile App Certification trophy, online marketing collateral and in-store merchandise displays. Certified brands also will be listed on jdpower.com for consumers to search while shopping.

For additional program information visit http://www.jdpower.com/business/resource/mobile-app-certification

JD Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, JD Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. JD Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Centric Digital provides the industry leading solution to measure and navigate digital transformation. The firm’s digital experts design multi-year digital transformation strategies, roadmaps, and investment plans powered by insights from its proprietary platform. The platform is comprised of a classification system that tracks digital best practices and benchmarks companies across multiple dimensions of digital, including experiences, channels, products, platforms, processes, and people. Centric Digital is headquartered in New York City, with offices in San Francisco, Chicago and Mendoza. To learn more, visit www.centricdigital.com.

Media Relations Contact
Geno Effler; JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

Georgia Natural Gas Contact Centers Certified by JD Power

2017-02-13

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COSTA MESA, Calif.: 20 Feb. 2017— Georgia Natural Gas has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the JD Power Certified Contact Center Program.^SM

The Certified Contact Center Program distinction acknowledges a strong commitment by Georgia Natural Gas’ contact center operations to provide “An Outstanding Customer Service Experience.” 

• To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
• As part of its evaluation, JD Power conducted a random survey of Georgia Natural Gas customers who recently contacted the company’s contact centers in Kennesaw, Ga., and Richardson, Texas.

“Congratulations to Georgia Natural Gas for earning our certification this year and for delivering an outstanding customer experience in its live phone channel,” said Mark Miller, contact center practice leader for JD Power.

“Providing superior customer service means we need to excel at every detail in the Georgia Natural Gas customer experience,” said Michael Braswell, president of GNG. “We are very proud of our contact call center JD Power certification, and we will continue to work every day to exceed our customers’ expectation of service.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research.
• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

The Certified Contact Center Program, which was launched by JD Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com.

Media Relations Contacts

Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]

Randy Lewis; Fitzpatrick and Lewis Public Relations; Atlanta, Ga.; 678-596-5589; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

KARL STORZ Endoscopy-America, Inc. Contact Centers Certified by JD Power

2016-12-16

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COSTA MESA, Calif.: 19 Dec. 2016 — KARL STORZ Endoscopy-America, Inc., has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the JD Power Certified Contact Center Program.^SM

The Certified Contact Center Program distinction acknowledges a strong commitment by KARL STORZ Endoscopy-America contact center operations to provide “An Outstanding Customer Service Experience.” 

• To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
• As part of its evaluation, JD Power conducted a random survey of KARL STORZ Endoscopy-America customers who recently contacted the company’s contact centers in El Segundo, Calif., and Southbridge, Mass.

“The KARL STORZ endoscopy team provides an outstanding customer experience in the live phone channel, achieving certification for the fifth consecutive year,” said Mark Miller, contact center practice leader at JD Power. “Though the company’s performance overall is superlative, our research shows that Karl Storz Endoscopy-America excels in particular in two key attributes: timeliness of resolution and knowledge of the representative, which are vital to high performance in this industry. The company’s entire team should be proud of their outstanding performance.”

“The certification process keeps us focused on the needs of our customers and it keeps us relevant,” said Marian Favors, director, customer support, KARL STORZ Endoscopy-America, Inc. “Furthermore, our employees are more engaged and they constantly strive to reduce effort for our customers.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research.
• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

The Certified Contact Center Program, which was launched by JD Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and web self-service channel.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com.

Media Relations Contacts:

John Tews; JD Power; Troy, Mich.; 248-680-6218; [email protected]

Susan Jaffy Marx; Marketing Communications, Karl Storz Endoscopy-America, Inc.; 424-218-8701; [email protected]

About KARL STORZ 

KARL STORZ Endoscopy-America, Inc., is an affiliate of KARL STORZ GmbH & Co. KG, an international leader for more than 70 years in reusable endoscope technology, encompassing all endoscopic specialties. Based in Tuttlingen, Germany, KARL STORZ GmbH & Co. KG is a family-owned company that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship and clinical effectiveness. For more information, call 800-421-0837 or visit the company’s website at www.karlstorz.com.

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Merrill Edge Contact Centers Certified by JD Power

2016-12-14

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COSTA MESA, Calif.: 19 Dec. 2016 — Merrill Edge has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the JD Power Certified Contact Center Program.^SM

The Certified Contact Center Program distinction acknowledges a strong commitment by Merrill Edge contact center operations to provide “An Outstanding Customer Service Experience.” 

• To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
• As part of its evaluation, JD Power conducted a random survey of Merrill Edge customers who recently contacted the company’s contact centers in Jacksonville, Fla., Hopewell, N.J., and Chandler, Ariz.

“The Merrill Edge Investment team and the Merrill Edge Advisory team have achieved certification for the sixth consecutive year,” said Mark Miller, contact center practice leader at JD Power. “Our research shows that the Merrill Edge Investment and Advisory teams particularly excel in five key attributes: timeliness of resolution; promptness in speaking to a person; courtesy; concern; and knowledge of the representative. These results highlight how the Merrill Edge Investment and Advisory teams consistently deliver an outstanding customer experience.”

“Whether it’s on the phone, online, mobile or in person, it is our purpose to help customers make more informed investment decisions,” said Aron Levine, head of Merrill Edge. “We are proud to receive this prestigious customer experience distinction for the sixth consecutive year, which recognizes our client-focused strategy, putting customers first and helping them navigate decisions in a rapidly changing market.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research.
• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.

The Certified Contact Center Program, which was launched by JD Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and web self-service channel.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com.

Media Relations Contacts

John Tews; JD Power; Troy, Mich.; 248-680-6218; [email protected]

Mike Conner; Bank of America; Charlotte, NC; 1-980-386-8359; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

 

Intermedia’s Assisted Support Certified by JD Power

2016-11-16

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COSTA MESA, Calif.:  16 Nov. 2016 — Intermedia has achieved certification by exceeding the average certification scores under the JD Power 2016 Certified Assisted Technical Support Program.^SM This distinction recognizes Intermedia for delivering “An Outstanding Customer Support Experience” to customers through the assisted support channel over the phone, email, chat and online.  

Jointly developed by JD Power and the Technology Services Industry Association (TSIA), this program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in assisted support. The certification also helps businesses identify those companies that have demonstrated assisted support excellence before selecting which technology products to purchase.

• To become certified, an organization must attain customer satisfaction scores among the top 20% of network systems companies nationally, based on JD Power’s extensive technology industry benchmark customer satisfaction research. The organization must also pass a detailed audit of its support policies and procedures.  
• JD Power evaluated Intermedia on its assisted support over the email, chat and online channels. For the certification, JD Power conducted a survey of Intermedia’s customer and partner base to establish an overall satisfaction index score, as well as on-site audits at Intermedia’s facilities. 
• The certification is valid for one year.

“Congratulations to Intermedia on meeting the high standards of our Certified Assisted Technical Support Program and demonstrating their commitment to delivering an outstanding customer and partner support experience,” said Mark Miller, contact center practice leader at JD Power. “Intermedia has been able to translate a desire to provide an outstanding customer support experience, into actions that will serve them well in this highly competitive environment.” 

 “This rigorous certification process inspects the capabilities of an organizations “Assisted Technical Support” on behalf of their customers, ensuring that Intermedia is delivering an outstanding “Assisted” customer support experience,” said Tom Pridham, senior vice president and general manager, Major Accounts Program for TSIA. “By achieving this certification, Intermedia has proven their dedication to excellence in “Assisted” customer and partner technical support and we’re proud to honor them for this outstanding achievement.”

“High quality support is a thread that runs throughout every aspect of our organization,” said Michael Gold, CEO at Intermedia. “Having highly-respected and trusted third-party organizations like JD Power and TSIA award us these certifications serves as an excellent testament to the Worry-Free Experience™ that Intermedia provides to our partners and customers each and every day.”

For more information on the Certified Assisted Technical Support Program, please visit www.JDPower.com.

Media Relations Contacts

Geno Effler; JD Power; Costa Mesa, Calif.; 714-621-6224; [email protected]

Melanie Lombardi; Intermedia; Mountain View, Calif.; 650-285-5857; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com. 

Follow us on Twitter @jdpower

 

Delta Air Lines Premium Sales and Service Contact Centers Certified by JD Power

2016-10-28

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COSTA MESA, Calif.:  31 Oct. 2016 — Delta Air Lines Premium Sales and Service has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the JD Power Certified Contact Center Program.^SM

The Certified Contact Center Program distinction acknowledges a strong commitment by Delta Air Lines Premium Sales and Service contact center operations to provide “An Outstanding Customer Service Experience.”  

• To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations. 
• As part of its evaluation, JD Power conducted a random survey of Delta Air Lines customers who recently contacted the company’s contact centers in Cincinnati, Ohio; Salt Lake City, Utah; Minneapolis, Minn.; and Chisholm, Minn.  

 “Delta Air Lines Premium Sales and Service team has earned contact center certification for a third straight year, demonstrating a strong commitment to exceeding their customers’ expectations,” said Mark Miller, contact center practice leader, JD Power. “Our certified organizations all provide an outstanding customer experience, but our research shows that the Delta Air Lines Premium  Sales and Service team particularly excelled in six attributes of the customer’s experience: ease of understanding the phone menu instructions; courtesy; concern; knowledge of the representative; promptness in speaking to a person; and timeliness of resolution. These results are indicative of the outstanding customer experience delivered by the Delta Air Lines Premium Service and Sales team.”

“We are honored to once again achieve this respected recognition from JD Power based on the exceptional service provided by our Customer Experience Specialists,” said Charisse Evans, Delta’s vice president—reservation sales and customer care. “The certification is a demonstration of our commitment to listen, care and connect with customers 24 hours a day, seven days a week. I am extremely proud of our dedicated colleagues who, along with the support of all Delta people worldwide, continue to exceed our customers’ expectations.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. 
• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. 

The Certified Contact Center Program, which was launched by JD Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and Web self-service channel.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com. 

Media Relations Contacts

John Tews; JD Power; Troy, Mich.; 248-680-6218; [email protected]

Brian Kruse; Delta Air Lines; Atlanta, Ga.; 404-715-1269; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Merrill Lynch Wealth Management Contact Centers Certified by JD Power

2016-09-21

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COSTA MESA, Calif.:  22 Sept. 2016 — Merrill Lynch Wealth Management has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the JD Power Certified Contact Center Program.^SM

The Certified Contact Center Program distinction acknowledges a strong commitment by Merrill Lynch Wealth Management contact center operations to provide “An Outstanding Customer Service Experience.”  

• To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations. 
• As part of its evaluation, JD Power conducted a random survey of Merrill Lynch Wealth Management customers who recently contacted the company’s contact center in Jacksonville, Fla., Pennington, N.J., and Chandler, Ariz.

“Congratulations to Merrill Lynch Wealth Management for earning their second consecutive certification for the live phone channel,” said Mark Miller, contact center practice leader at JD Power. “Our research shows that Merrill Lynch Wealth Management particularly excelled at the ‘courtesy of their representatives’ and the ‘timeliness of resolution,’ which are two key attributes of an outstanding customer experience.” 

“Our Client Services teammates are a dedicated, knowledgeable team of professionals who strive to deliver for our clients every day,” said Bill Pappas, consumer and wealth management operations executive at Bank of America. “We are committed to providing our clients with superior service and are honored to receive recognition for these efforts for the second year in a row.”

John Thiel, head of Merrill Lynch Wealth Management, echoed Pappas’ praise of the Client Services team.

“The Wealth Management Client Services team is a great illustration of our firm’s commitment to consistently excellent client service,” said Thiel. “We are very proud of their achievement, along with the outstanding work that our employees do for our clients every single day.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. 
• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. 

The Certified Contact Center Program, which was launched by JD Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center’s operations in three areas: live phone channel, IVR self-service channel and Web self-service channel.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com. 

Media Relations Contacts

John Tews; JD Power; Troy, Mich.; 248-680-6218; [email protected]

Jumana Bauwens; Bank of America; Los Angeles; 213-345-9134;[email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Salt River Project Recognized for Providing Outstanding Customer Service Experience

2016-07-27

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COSTA MESA, Calif.: 9 Aug. 2016 — Salt River Project (SRP) has been recognized for contact center operation customer satisfaction excellence under the JD Power Certified Contact Center Program,^SM it was announced today.

The Certified Contact Center Program distinction acknowledges a strong commitment by SRP’s service contact center operations to provide an outstanding customer service experience, achieving certification for its live phone channel, interactive voice response (IVR) self-service channel and Web self-service channels.

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass their recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of SRP customers who recently contacted its contact centers in Mesa, Tempe and Queen Creek, Ariz.

“It’s a testament to SRP’s dedicated personnel and work ethic that it again was able to achieve this level of recognition,” said Mark Miller, senior director at JD Power. “To earn our certification 10 times is impressive, and customers have high praise for SRP’s live phone channel, Web self-service and IVR self-service channel.”

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.

“Every year SRP’s Customer Experience Services team answers millions of calls—more than 2.3 million last year alone. It is a privilege to provide every customer the highest level of service every time through all channels of communication,” said Renee Castillo, SRP senior director of customer services. “We are honored to receive this award for the 10th time, as it underscores SRP’s storied and ongoing commitment to exceptional customer service.”

The Certified Contact Center Program was launched by JD Power in 2004 to evaluate overall customer satisfaction with contact centers and to help contact centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

For more information on the Certified Contact Center Program, please visit JDPower.com.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; [email protected]

Jeff Lane; Salt River Project; Phoenix, Ariz.; 602-236-2500; [email protected]

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

 

UPMC Health Plan Contact Centers Certified by JD Power

2016-08-15

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COSTA MESA, Calif.:  16 August 2016 — UPMC Health Plan has again been recognized for contact center operation customer satisfaction excellence in the live phone channel under the JD Power Certified Contact Center Program.^SM

The Certified Contact Center Program distinction acknowledges a strong commitment by UPMC Health Plan contact center operations to provide “An Outstanding Customer Service Experience.”  

• To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations. 
• As part of its evaluation, JD Power conducted a random survey of UPMC Health Plan customers who recently contacted the company’s contact center in Pittsburgh, Pa.

 “Congratulations to UPMC for delivering outstanding service in the live phone channel, and earning another certified contact center designation,” said Mark Miller, contact center practice leader at JD Power. 

“We are honored to be certified once again by JD Power and pass their rigorous certification assessment,” said Mary Beth Jenkins, UPMC Health Plan COO. “Our culture of service and dedicated staff offer great value to our members through our high-touch support. This certification proves that we are dedicated to providing the highest levels of customer satisfaction.”

For Certification Status:

• A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research. 
• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. 

The Certified Contact Center Program, which was launched by JD Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center operation’s in three areas: live phone channel, IVR self-service channel and Web self-service channel.

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com. 

Media Relations Contacts

John Tews; JD Power; Troy, Mich.; 248-680-6218; [email protected]

Gina Pferdehirt, UPMC Health Plan, Pittsburgh, Pa.; 412-454-4953, [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower

 

Freeman Contact Center Certified by JD Power

2016-07-26

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COSTA MESA, Calif.:  27 July 2016 — Freeman has been recognized for contact center operation customer service excellence with its live phone channel including interactive voice response (IVR) routing and customer service representative (CSR) for a seventh consecutive year under the JD Power Certified Contact Center Program.^SM

For more information on the Certified Contact Center Program, please visit http://www.JDPower.com.

The Certified Contact Center Program distinction acknowledges a strong commitment by the Freeman contact center operations to provide “An Outstanding Customer Service Experience.” 

• To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
• As part of its evaluation, JD Power conducted a random survey of Freeman’s customers who recently contacted the company’s contact center in Grand Prairie, Texas.

“Freeman’s customer support center has shown a strong commitment to taking care of their customers in the live phone channel, which is reflected in their seventh consecutive certification, and we congratulate them again for delivering an outstanding customer experience,” said Mark Miller, contact center practice leader at JD Power.

“Our customer support teams make it personal and put the customer at the center of the equation, providing superior service that has resulted in this prestigious recognition for the seventh consecutive year,” said Joe Popolo, CEO of Freeman. “Performance excellence is at the heart of everything we do and I could not be more proud of our team.”

For Certification Status:

A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in JD Power’s cross-industry customer satisfaction research.

• The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
• The experience with the automated phone system is evaluated based on the clarity of the information provided; ease of navigating the phone menu prompts; and ease of understanding the phone menu instructions.

Launched by JD Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls, the Certified Call Center Program is now called the Certified Contact Center Program, which certifies the live phone channel, the IVR self-service channel and the Web self-service channel.

Media Relations Contacts

Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]

Kendall Huber; Golin on behalf of Freeman; 469-680-2556; [email protected]

About JD Power and Advertising/Promotional Rules www.jdpower.com/about/index.htm

No advertising or other promotional use can be made of the information in this release without the express prior written consent of JD Power. www.jdpower.com

Follow us on Twitter @jdpower