17 May 2024
Wolters Kluwer Health has received 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).
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.
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.