The Drives & Motion Division of Yaskawa America (www.yaskawa.com), Inc.has received the NorthFace ScoreBoard AwardSMfrom Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2012. 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, and helps companies boost revenue and profits by consistently exceeding customer expectations for service quality.
“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,” says John Alexander Maraganis, president & CEO of Omega. “In 2012, more than 250 projects, many international in scope, were judged from scores of companies based in the U.S. and abroad. 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.”
“Yaskawa is one of the few companies with a bona fide Customer Relationship Management program. It requires a significant commitment from our associates, but our customers’ satisfaction and sense of family are part of the Quality experience we want to provide,” says Dennis Fitzgerald, vice president of customer satisfaction at Yaskawa. “Receiving the Northface ScoreBoard Award validates our ongoing commitment to exceed our customer’s expectations and provide them with the very best customer experience.”
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, 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.
“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 says. “Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.”