Receives Omega’s Prestigious NorthFace ScoreBoard AwardSM for Exceeding Customer Expectations
Wolters Kluwer Health, a leading global provider of information for healthcare professionals and students, announced today that UpToDate, part of Wolters Kluwer Health, has received the NorthFace ScoreBoard Award SM from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2011. Since 2000, the award has been presented annually to companies who, as rated solely by their own customers, exceeded expectations in customer satisfaction during the prior calendar year.
Omega is an expert in customer experience management (CEM) strategy. Their award methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) four times during the year in such categories as technical support, field service, customer service and account management. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0. UpToDate received a 4.5 on customer service and a 4.3 on technical service.
“Receiving the NorthFace ScoreBoard Award is testament to our customer service mission of providing timely, accurate and professional service at each and every customer touch point. Meeting clinicians’ support needs so they can answer clinical questions quickly at the point of care is at the heart of what we do,” said Heidi Gentleman Cullen, vice president, Global Customer Operations, UpToDate at Wolters Kluwer Health. “We are honored to be recognized for our commitment and will continue to empower healthcare practitioners around the world to provide unparalleled evidence-based clinical decision support to improve patient care.”
“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,” said John Alexander Maraganis, president & CEO of Omega. “We applaud the organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations.”
UpToDate® is an evidence-based, physician-authored clinical decision support resource which clinicians trust to make the right point-of-care decisions. More than 5,100 world-renowned physician authors, editors and peer reviewers use a rigorous editorial process to synthesize the most recent medical information into trusted, evidence-based recommendations that are proven to improve patient care and quality. More than 600,000 clinicians in 149 countries and almost 90% of academic medical centers in the United States rely on UpToDate to provide the best care. More than 30 research studies confirm UpToDate’s widespread usage and association with improved patient care and hospital performance, including reduced length of stay, complications and mortality rates.
UpToDate is part of Wolters Kluwer Health, a leading global provider of information, business intelligence and point-of-care solutions for the healthcare industry. Wolters Kluwer Health is part of Wolters Kluwer, a market-leading global information services company with 2011 annual revenues of €3.4 billion ($4.7 billion).
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