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|NorthFace ScoreBoard Award℠ Audit Program|
Do You Have a World Class Customer Service Organization?
The "customer is king" as the saying goes. And there's no better way for a company to exemplify this than by receiving our NorthFace ScoreBoard AwardSM for customer service excellence. Companies who have instilled our Customer Experience Management (CEM) philosophies through our proven customer experience strategies are often recipients of our notable award. Omega reviews customer satisfaction survey results each year from over 500 companies on average to determine their qualification for the NFSB Award. One of the central sources for companies to participate in the qualification process is through our NFSB Questionnaire.
Omega will evaluate your existing customer survey methodology and, if it meets the demanding NorthFace ScoreBoard criteria, mastering top shelf customer experience and customer satisfaction for your customers, you may become eligible to receive our industry's most prestigious award for customer service excellence, which we highlight at our annual customer experience conference, SCORE.
The audit process includes a quarterly review of your customer survey process and ratings with the results of the audit included in our report card to your stakeholders. Companies must achieve a Customer Satisfaction rating of 4.0+ out of a possible 5.0 score (or equivalent rating system), over a 12-month calendar period. Also included in the audit services is training for the key management personnel responsible for the company's customer satisfaction measurement program. Our certified Customer Experience Management Professional (CEMPRO-AdvocateSM) web-based training provides the additional critical component in building customer loyalty and employee engagement.
Omega has now expanded the NFSB Audit program to include Customer Experience Management Professional (CEMPRO) Customer-Facing Group training. CEMPRO-CFG is an interactive, web-based soft-skills training program specifically designed for frontline employees. The video below outlines the process by which your company can earn "The Combo"-achieving the NFSB and Customer Experience Management Professional CEMPRO Award in the same calendar year. Doing so provides a powerful competitive advantage and brands you as a truly customer-centric organization.
Are you a Net Promoter Score (NPS) User? Learn how you can still qualify for the NorthFace ScoreBoard Award!
An Industry First
Omega established the NorthFace ScoreBoard Award program in 2000, and is promoted every year at our customer experience conference, SCORE. The award is the first of its kind in the service industry to recognize organizations who not only offer exemplary service to their customers, but who center their very existence on a deep commitment to being customer centric. Other organizations have since introduced similar customer satisfaction recognition programs, but none are based exclusively on customer ratings.
Award recipients qualify by having measured their customer satisfaction levels throughout the calendar year in such categories as technical support, field service, sales process, account management and training. The award recipients are those who, based on survey responses from their own end users, achieved a 4.0 or above out of a possible 5.0 score in the categories measured. Omega's market research indicates that achieving a 4.0 rating or above over an extended period of time is clear evidence of building customer loyalty, thus achieving sufficient levels of customer experience management solutions outcomes. This is the level that essentially locks in profitable, long-term customer relationships and significantly raises the bar for your competitors.
A Win-Win Situation
The NorthFace ScoreBoard Award recipients receive a formal letter from Omega congratulating them on earning this high honor. We also recognize recipients at a formal ceremony each year as the highlight of Omega's annual customer experience conference, SCORE. Many recipients request a subsequent ceremony at their place of business, so more company executives and employees can feel the pride and sense of accomplishment from their hard work and experience in obtaining high levels of customer satisfaction.
As the only award of its type determined by customer responses, the NorthFace ScoreBoard Award is the "Oscar" of the customer service industry-placing recipients in the spotlight at our annual customer experience conference, SCORE. It's clear proof that these award recipients have built a world-class customer service organization, having successfully integrated our unmatched customer experience management principles. As such, our recipients make a point of leveraging this major accomplishment in their marketing programs.
Through our company store program with Lands' End Business Outfitters, recipients of the NorthFace ScoreBoard Award can order apparel and other branded products sporting the official NFSB Award logo along with their company logo.
*Note that recipients need pre-approval from Omega before placing orders.
Contact us if you want to learn more about the program. See the 2013 NorthFace ScoreBoard Award recipients.
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