ZOLL® Medical Corporation, an Asahi Kasei Group Company that manufactures medical devices and related software solutions, announced today that it has received the NorthFace ScoreBoard Award℠ for “world class” excellence in customer satisfaction related to technical support for the 15th consecutive year. ZOLL is the only company to have achieved this 15-year distinction.
Since 2000, the NorthFace ScoreBoard Award has been presented annually by Omega Management Group Corp., North Billerica, Mass., to companies that, as rated solely by their own customers, have achieved excellence in customer satisfaction during the prior calendar year. Omega (omegascoreboard.com) 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 NorthFace ScoreBoard Award recognizes organizations that not only offer exemplary customer service but also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, President and CEO of Omega. “ZOLL continues to excel in this area, demonstrated by the fact that it has achieved this award for 15 consecutive years.”
“It is of utmost importance to ZOLL that our customer satisfaction levels remain high since our customers are in the business of saving lives,” said Jonathan A. Rennert, CEO of ZOLL. “This recognition clearly demonstrates the importance we place on technical support and customer service as we develop products that help advance the practices of resuscitation and acute critical 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,” Maraganis said. “Omega defines exceptional customer loyalty as customers who continuously purchase from the same company even though other choices may offer significantly better pricing because the company consistently exceeds its customers’ expectations.”
“In 2015, more than 275 projects, many international in scope, were audited from 71 companies based in the U.S. and abroad,” explained Maraganis. “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.”
Methodology for Measurement
Omega’s methodology measures customer satisfaction and loyalty levels on a five-point scale (or equivalent) at least four times during the year in such categories as technical support, field service, customer service, and account management. The 37 NorthFace ScoreBoard Award recipients are companies which, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.
Omega’s research indicates that companies that consistently achieve a 4.0 rating or above have reached the “Loyalty Zone.” This means they have succeeded in locking in profitable, long-term customer relationships, and this significantly raises the bar for their competitors.
About ZOLL Medical Corporation
ZOLL Medical Corporation (zoll.com), an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies. With products for defibrillation and monitoring, circulation and CPR feedback, data management, therapeutic temperature management, and ventilation, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and acute critical care.
About Asahi Kasei
The Asahi Kasei Group (asahi-kasei.co.jp) is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the material, homes, and health care business sectors. Its health care operations include devices and systems for acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals and diagnostic reagents. With more than 30,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries.
Copyright © 2016 ZOLL Medical Corporation. All rights reserved. ZOLL is a registered trademark of ZOLL Medical Corporation in the United States and/or other countries. Asahi Kasei is a registered trademark of Asahi Kasei Corporation. NorthFace ScoreBoard Award is a service mark of Omega Management Group Corporation. All other trademarks are the property of their respective owners.