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|NorthFace ScoreBoard Award℠ Audit Program|
Do You Have a World Class Customer Service Organization?
Find out by participating in the NorthFace ScoreBoard Award℠ Audit Program. Omega will review your existing customer survey methodology and, if it meets the demanding NorthFace ScoreBoard criteria, you will be eligible to receive our industry's most prestigious award for customer service excellence.
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 CEMPRO–Advocate℠ (Certified CEM Professional) 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 CEMPRO Customer-Facing Group (CEMPRO-CFG) 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 CEMPRO Awards 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, the first program 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. 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 SCORE Conference. 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.
As the only award of its type determined by customer responses, the NorthFace ScoreBoard Award is the "Oscar" of the customer service industry. It's clear proof that the company has built a world-class customer service organization, so the recipients make a point of leveraging that 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 2012 NorthFace ScoreBoard Award recipients.
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