Avaya today announced that it has received the NorthFace ScoreBoard Award℠ from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2013. Omega is an expert in customer experience management (CEM) strategy, and helps companies boost revenue and profits by consistently exceeding customer expectations for service quality.
The award has been presented annually since 2000 to companies who are rated by their own customers as exceeding expectations in customer satisfaction during the prior calendar year. In 2013, more than 250 projects were judged from scores of companies based in the U.S. and abroad.
Omega's 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, and customer service and account management. NorthFace ScoreBoard Award recipients are companies who achieved a 4.0 or above out of a possible 5.0 based solely on survey responses from their own customers.
"The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations. Due to its unique ‘customer-only vote’ criteria, the award has been viewed from its inception as the only objective benchmark for excellence in customer service. The majority of companies are repeat recipients, which shows that, despite the tough economy, implementing a CEM strategy is a reliable, proven way to achieve business success."
John Alexander Maraganis, president & CEO, Omega.
"The NorthFace ScoreBoard Award is especially meaningful to Avaya since it represents the sentiment of our actual customers. Over the past few years, we’ve made significant investments in our service environment and leveraged technology that enables proactive, rapid communication and collaboration to enable customer success. This award demonstrates the power of that vision."
Linda Hartig, vice president, Avaya Global Support Services
Tags: Avaya, Avaya Global Services, customer service excellence, award, business, communications, collaboration, contact center
Avaya (avaya.com) is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit avaya.com.
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