2019 NorthFace ScoreBoard Award

RMI and Marketii Honors 39 Companies for Delivering ‘World-Class’ Customer Service;
5 Cited for Certification in Employee Customer Relationship Training

– Recipients of CRMI and Marketii 2019
NorthFace ScoreBoard AwardSM and CRMI’s CEMPRO AwardSM have consistently exceeded customers’ expectations with highly engaged employees –

Chelmsford, MA: June, 2020 – Customer Relationship Management Institute LLC (CRMI) specialists in driving companies’ revenues and profits by implementing Customer Experience (CX) strategies that increase customer satisfaction and employee engagement AND their strategic partner Market Intelligence International (Marketii) a leading customer satisfaction and service quality research and consulting firm announced today that 39 companies have qualified to receive the NorthFace ScoreBoard Award 2019 for superior customer service.

Also, CRMI recognized companies for engaging employees to meet the rigorous customer relationship training requirements needed for CEMPRO Award certification. The certified Customer Experience Management Professional (CEMPRO) program was established in 2010 to provide best-in-class training curricula for organizations who want to ensure that their customer-facing groups (CFG) have mastered the skills needed to deliver consistently exceptional customer service. The award criteria require the entire applicable CFG to receive the training and 90% must achieve a minimum test score of 80% within the calendar year.

Now in its 20th year, the NorthFace ScoreBoard (NFSB) award is presented annually to companies who, as rated solely by their own customers, achieved excellence in customer service during the calendar year. Further, all NFSB recipients who have met the criteria of being a recipient for five (5) contiguous years shall receive special SUMMIT category with the number of contiguous years, denoted on their award, in their NFSB certification letter/deliverables and in their marketing rights.

“The NorthFace ScoreBoard Award is widely recognized as the most prestigious award for customer service excellence due to its unique customer only vote criteria. The award recognizes organizations that not only offer exemplary customer service but those who have chosen to make their CX strategy the critical component of their company’s DNA”, said John Alexander Maraganis, President & CEO of CRMI and Duncan Heal, CEO of Marketii. Each year thousands of companies, both domestic and international, are invited to apply for the NFSB Award. In 2019, more than 1000 companies were invited to participate in NFSB Audit Program – over 300 projects, many international in scope, were audited. CRMI conducts a review/confirmation of their clients CSAT survey results and requires written verification of CSAT survey results/processes by the company’s CX executive management. All NFSB strategic partners are required to review/confirm their clients CSAT survey

results/processes submit results to CRMI for approval. All approved strategic partner clients NFSB awards shall contain strategic partners logo and CRMI’s logo as a Co-branded NFSB Award.

CRMI/Marketii methodology measures customer satisfaction with services on a 5-point scale (or an equivalent rating system) in such categories as technical support, field service, customer service, account management, professional services and other customer facing functions. The 39 companies/business units achieved a 4.0 or above out of a possible 5.0 or an equivalent rating system.

Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception in 2000 as the only objective benchmark for excellence in customer service,” Maraganis/Heal said. “CRMI and Marketii defines ultra-customer loyalty as customers who continuously purchase from the same vendor – even though other choices may offer significantly better pricing – because the vendor consistently exceeds its customers’ expectations via team of highly engaged employees.”

NFSB Award 2019 Recipients: with Cobrand Partners

Twentieth-time recipients: Summit Status

• • Haemonetics Corporation: Braintree, MA – Marketti
  • Kronos Incorporated: Lowell, MA – CRMI

 

Nineteenth-time recipients: Summit Status

• • ZOLL Medical Technical Service: Chelmsford, MA – Marketti

 

Eighteen-time recipients: Summit Status

• • Alfa Wassermann LLC: West Caldwell, NJ – Marketti

 

Seventeen-time recipients: Summit Status

• • Boston Scientific Corporation: Natick, MA – Marketti

 

Sixteen-time recipients: Summit Status

• • FLIR: North Billerica, MA – Marketti

 

Fifteen-time recipients: Summit Status

• • None

 

Fourteen-time recipients:

• • None

 

Thirteen-time recipients:

• • None

 

Twelve-time recipients:

• • None

 

Eleven-time recipients: Summit Status

• • ACIST Medical Systems Inc: Eden Prairie, MN – Marketti

 

Ten-time recipients: Summit Status

• • NETSCOUT: Westford, MA – Marketti

 

Nine-time recipients: Summit Status

• • Diagnostica Stago Inc: Parsippany, NJ – Marketti
  • Pitney Bowes Software, Worldwide Software Support: Troy, NY – CRMI
  • Wolters Kluwer Health, Learning, Research & Practice: Norwood, MA – CRMI
  • Wolters Kluwer – UpToDate: Waltham, MA – CRMI
  • ZOLL Medical Customer Support: Chelmsford, MA – Marketti