Category: CertificationUnited States

Cisco Recognized for Excellence in Certified Technology Service and Support Program
By JD Power for 10th Consecutive Year

2016-07-18

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COSTA MESA, Calif.: 19 July 2016 – Cisco has reached an elite milestone, having achieved certification under the JD Power Certified Technology Service and Support Program^SM for an unprecedented 10^th consecutive year. This distinction recognizes Cisco for delivering “an outstanding customer service experience” to customers globally.

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 technical service and support. The certification also helps businesses identify those companies that have demonstrated service and support excellence before selecting which technology products to purchase. 

“Earning this certification for the 10^th time in a row is an accomplishment that showcases Cisco’s commitment to staying ahead of the curve when it comes to identifying and delivering on the changing needs of their customers,” said Ritesh Kochhar, director, certification and performance improvement at JD Power. “Cisco’s service strategy revolves around driving customer success, and that comes through loud and clear in the high ratings their customers give them year over year in the research phase of this certification program.”

“We’re proud to honor Cisco in their 10 years of certification,” said Thomas Pridham, SVP, major membership development and organizational development services, for TSIA. “The Certified Technology Service and Support Program gives companies the opportunity to see how they measure up to the industry’s highest standards of support and customer satisfaction. The fact that Cisco has achieved this high level of certification for services and support 10 times in a row further demonstrates their commitment to greatness and, most importantly, to serving their customers.” 

To achieve certification, an organization must attain customer satisfaction scores among the top 20% of companies globally that offer technology support, 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. Certification is valid for one year.

JD Power evaluated Cisco on its assisted service (including phone and online support), website-based self-service and depot support. For the certification, JD Power conducted a survey of Cisco’s global customer base to establish an overall customer satisfaction index score and also conducted on-site audits at Cisco® facilities.

“Listening to our customers using smart tools and automation to improve their support experience are key elements of our services strategy,” said Joe Pinto, senior vice president, technical services, for Cisco. “Given our culture of delivering customer success, we are continuously using what we learn to improve our people, process and technology to stay ahead of rising customer expectations. This recognition, our 10th consecutive certification, clearly demonstrates our passion and commitment to delivering an exceptional support experience and to helping our customers succeed in today’s increasingly demanding and challenging world.”

JD Power and TSIA are currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification.

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

About TSIA

The Technology Services Industry Association (TSIA) is the world’s leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA’s editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at https://www.tsia.com/, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and
Google +.

Media Relations Contacts

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

Trisha Bright; TSIA; San Diego, Calif.; 1-858-674-5491; [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

 

JD Power Presents President’s Award to FRHI Hotels and Resorts

2016-02-01

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COSTA MESA, Calif.: 2 February 2016 — JD Power presented its prestigious President’s Award today to FRHI Hotels and Resorts “in appreciation and recognition of its commitment to continuous improvement in customer satisfaction.”

FRHI Hotels and Resorts owns and operates Fairmont Hotels & Resorts, Raffles Hotels & Resorts and Swissôtel Hotels & Resorts.

Finbarr O’Neill, president of JD Power, presented the award to Michael Glennie, president and CEO of FRHI Hotels and Resorts, at FRHI’s corporate headquarters in Toronto.

“For over 40 years, JD Power has been voice of the customer across multiple industries around the globe as diverse as automotive, insurance, healthcare, telecom, and travel,” said O’Neill. “The consistent excellence achieved by FRHI Hotels and Resorts over the past decade is extremely rare for any company in any industry. This award is a testament to FRHI Hotels and Resorts’ commitment to its customers and its employees, and for its dedication to continuous improvement.”

O’Neill noted that FRHI Hotels and Resorts’ hotel brands “provide each and every guest with a unique and meaningful travel experience,” demonstrating that the guest experience is “at the heart of FRHI culture.” 

The President’s Award is an award presented periodically that recognizes individuals or companies demonstrating dedication, commitment and sustained improvement in serving customers. During the 40-year history of JD Power, only 13 companies have previously received the award.

Media Relations Contacts

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

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

About McGraw Hill Financial www.mhfi.com 

 

Associated Bank Contact Centers Certified by JD Power

2016-01-26

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WESTLAKE VILLAGE, Calif.:  1 February 2016 — Associated Bank’s contact center operations have been recognized for customer service excellence in its live phone channel under the JD Power 2015 Certified Contact Center Program.^SM  

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

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

• 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 Associated Bank customers who recently contacted its contact centers in Green Bay, Wis., and Stevens Point, Wis.

“We welcome Associated Bank into the family of certified organizations that put a premium on providing great service to their customers, and we congratulate them for earning Certified Contact Center status,” said Mark Miller, contact center practice leader, JD Power. “This certification is difficult to achieve,    and it shows that Associated Bank is committed to providing an outstanding customer experience through the live phone channel.”

“This certification represents the outstanding work of our customer care team,” said Philip B. Flynn, Associated president and CEO. “At the same time, it is evidence of our ongoing, organization-wide efforts to ensure quality customer experiences. This is a cornerstone of our values and identity.”

Flynn said that the company takes great pride in JD Power’s certification. “Customer service, in all of its dimensions, is an area that distinguishes us in the marketplace. We will always be reaching for higher levels of performance to ensure we continue to exceed our customers’ expectations and help them achieve their financial goals.”

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 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.
• 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

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

Cliff Bowers; Green Bay, Wis.; 920-491-7542; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

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 Client Services Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience

2015-09-18

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WESTLAKE VILLAGE, Calif.: 24 September 2015 — Merrill Lynch Wealth Management Client Services has been recognized for contact center operation customer service excellence with its 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 Client Services operations to provide “An Outstanding Customer Service Experience.” Merrill Lynch Wealth Management Client Services is the contact center for Merrill Lynch-advised clients and provides single point of contact for brokerage, banking, credit card and online support.  Merrill Lynch Wealth Management Client Service’s contact center achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).

To become certified, the contact centers successfully passed a detailed audit of more than 100 practices that encompass its recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Merrill Lynch Wealth Management clients who recently contacted Client Services contact centers located in Chandler, AZ; Hopewell, NJ; and Jacksonville, FL.

“Merrill Lynch Wealth Management has earned our live phone channel certification which reflects their commitment to providing an outstanding customer experience over the phone,” said Mark Miller, contact center practice leader at JD Power. “Congratulations to Merrill Lynch Wealth Management for this outstanding achievement.”   

“Our business is rooted in our commitment to our clients,” said Aditya Bhasin, chief information officer of Retail, Preferred and Global Wealth & Investment Management at Bank of America. “We work as an integrated team to deliver the best possible client experience, and this recognition demonstrates that our Client Services teammates are delivering quality service and support to our clients.”

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. In addition to the above evaluation criteria, 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.

“As we help our clients achieve outcomes that are meaningful to them, nothing is more important than delivering a consistently excellent experience to every client,” said John Thiel, head of Merrill Lynch Wealth Management. “Thank you to J. D. Power for recognizing our people who work so hard to ensure that every interaction is a positive one.”

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.

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

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, and JD Power.  The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

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

Jumana Bauwens; Bank of America; 800-796-8448; [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

 

Guardian Retirement Solutions Contact Center Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for a Fifth Consecutive Year

2015-08-18

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WESTLAKE VILLAGE, Calif.: 25 August  2015 — The Guardian Insurance & Annuity Company, Inc. (GIAC)—a wholly owned subsidiary of The Guardian Life Insurance Company of America—has been recognized for contact center operation customer satisfaction excellence with its live phone channel for a fifth consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by Guardian Retirement Solutions service contact center operations to provide “An Outstanding Customer Service Experience.” Guardian achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).

To become certified, the contact center 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 Guardian Retirement’s customers who recently contacted its contact center in Bethlehem, Pa.

“Congratulations to the entire team at Guardian Retirement Solutions for delivering outstanding customer service to their customers contacting its call center, and for earning their fifth consecutive certification,” said Mark Miller, contact center practice leader at JD Power. “The customer experience in getting to a representative through the IVR is outstanding. Consistent with previous years, Guardian performs very well in resolving problems, questions or requests in a timely manner; being courteous; demonstrating knowledge; and showing concern.”

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.

“Customer service excellence is one of the critical competitive advantages in business. At Guardian, we understand that and want our clients to see us as a trusted partner. We believe that the key to exceptional customer service requires us to build relationships with customers and cultivate those relationships to create meaningful interactions going forward. We then focus on taking those learnings to deepen customer understanding, improve our process and inform future developments,” said Kimberly Delaney, second vice president and head of operations for Guardian Retirement Solutions. “In short, we focus on doing the right thing for our customers, and earning JD Power’s certification for our live phone channel contact center operations for a fifth consecutive year highlights Guardian’s core philosophy of building and growing client relationships.”

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.

About Guardian

A mutual insurer founded in 1860, The Guardian Life Insurance Company of America (Guardian) and its subsidiaries are committed to protecting individuals, business owners and their employees with life, disability income and dental insurance products, and offer funding vehicles for 401(k) plans, annuities and other financial products. Guardian operates one of the largest dental networks in the United States, and protects more than 8 million employees and their families at over 115,000 companies. The company has approximately 5,000 employees in the United States and a network of over 3,200 financial representatives in more than 80 agencies nationwide. For more information about Guardian, please visit www.GuardianLife.com.

Media Relations Contacts

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

Ana Sandoval; Guardian Life Insurance Company of America; 212-919-8551; [email protected]

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

About McGraw Hill Financial www.mhfi.com 

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

 

The Hartford’s Small Business Contact Centers Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for a Fourth Consecutive Year

2015-09-14

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WESTLAKE VILLAGE, Calif.: Sept. 16, 2015— The Hartford’s Small Business insurance contact center operations has been recognized for customer service excellence with its live phone channel for a fourth consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by The Hartford’s Small Business contact center operations to provide “An Outstanding Customer Service Experience.”

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 The Hartford’s customers who recently contacted its contact centers in Charlotte, N.C.; New Hartford, N.Y.; and San Antonio, Tex.

“The Hartford Small Business Commercial team has earned their fourth consecutive live phone channel certification, which once again demonstrates their commitment to their customer’s satisfaction,” said Mark Miller, contact center practice leader at JD Power. “Congratulations to the entire Small Commercial customer care team at The Hartford for this outstanding achievement.”

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. In addition to the above evaluation criteria, 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.

“We are proud to again be recognized by JD Power for delivering outstanding service to our customers,” said Stephanie Bush, executive vice president of Small Commercial Insurance at The Hartford. “Even a small interruption can have a big impact on a small business. We work to create the best customer experience for our more than one million small business customers so that they can remain focused on their business.”

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.

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

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, and JD Power. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

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

Michelle Symington; The Hartford; 860-547-5385; [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

 

Global Experience Specialists Contact Centers Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for a Seventh Consecutive Year

2015-08-28

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WESTLAKE VILLAGE, Calif.: 1 September 2015 — Global Experience Specialists (GES) has been recognized for contact center operation customer satisfaction excellence with its live phone channel for a seventh consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by GES service contact center operations to provide “An Outstanding Customer Service Experience.” GES achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).

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

To become certified, the contact center 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 GES customers who recently contacted its contact center in Las Vegas, Nev.

“GES has demonstrated their commitment to their customer’s satisfaction once again by earning their seventh consecutive live phone channel certification,” said Mark Miller, contact center practice leader at
JD Power. “Congratulations to the entire customer care team at the GES Servicenter for this outstanding accomplishment.”  

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.

“GES is honored to achieve JD Power certification for a seventh year in a row,” said GES senior vice president of customer service, Chris Elam. “As a global, full-service provider for live events, we are committed to making it easy for our clients to do business with us. This achievement demonstrates our dedication to superior customer service. It’s deeply ingrained in our culture, and our employees are the focal point of achieving these outstanding results. I extend my sincere appreciation to the National Servicenter team on this well-deserved certification.”

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.

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

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

Detra Page; GES; Las Vegas; 702-515-5627; [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

 

Freeman Contact Center Recognized for Providing an Outstanding Live Phone Channel Customer Service Experience for a Sixth Consecutive Year

2015-08-26

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WESTLAKE VILLAGE, Calif.: 27 August 2015 — Freeman has been recognized for contact center operation customer service excellence with its live phone channel for a sixth consecutive year under the JD Power Certified Contact Center Program.^SM The Certified Contact Center Program distinction acknowledges a strong commitment by Freeman’s customer support center operations to provide “An Outstanding Customer Service Experience.” Freeman’s contact center achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).

To become certified, the contact center successfully passed a detailed audit of more than 100 practices that encompass its recruiting; training; employee incentives; management roles and responsibilities; and quality assurance capabilities. As part of its evaluation, JD Power conducted a random survey of Freeman customers who recently contacted its call center located at Freeman’s headquarters in Grand Prairie, TX.

“Freeman’s customer support center has been certified for the sixth consecutive year for its live phone channel, and we congratulate them once again for delivering an outstanding customer experience,” said Mark Miller, contact center practice leader at JD Power.”

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.

“Freeman employees care about our customers’ success. The outstanding performance of our customer support center represents our commitment to customer service,” said Joe Popolo, chief executive officer of Freeman. “To earn this award for the sixth consecutive year is very gratifying. I am very proud of our team and the service culture they have helped to build for the benefit of our clients.”

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.

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

About JD Power

JD Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., JD Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. JD Power is a business unit of McGraw Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company’s iconic brands include: Standard & Poor’s Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, JD Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com 

Media Relations Contacts

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

Anuradha Koli; Golin on behalf of Freeman; 972-341-2578; [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