ZOLL Honored for Excellence in Customer Satisfaction for 12th Consecutive Year
CHELMSFORD, Mass.--(BUSINESS WIRE)--Mar 21, 2013--ZOLL ® Medical Corporation, a manufacturer of medical devices and related software solutions, announced today that it is the only company to receive the NorthFace ScoreBoard Award SM for “world class” excellence in customer satisfaction for the 12th consecutive year. The 12-year designation was awarded to ZOLL for excellence in technical support. The company was also recognized with a five-year NorthFace ScoreBoard Award for excellence in customer service.
Since 2000, the award has been presented annually by Omega Management Group Corp., Billerica, Mass., to companies that, as rated solely by their own customers, have achieved excellence 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 which not only offer exemplary customer service, but which 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 is the only company to achieve this award for 12 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, President 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 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. “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.” “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,” he said.
Methodology for Measurement Omega’s methodology measures customer satisfaction and loyalty levels on a 5-point scale four times during the year in such categories as technical support, field service, customer service, and account management. The 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 5.0. Omega’s research shows that companies that consistently achieve a 4.0 or above succeed in establishing customer loyalty.
About ZOLL Medical Corporation
ZOLL Medical Corporation, 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, fluid resuscitation, and therapeutic temperature management, ZOLL provides a comprehensive set of technologies that help clinicians, EMS and fire professionals, and lay rescuers treat victims needing resuscitation and critical care. For more information, visit www.zoll.com.
About Asahi Kasei
The Asahi Kasei Group is a diversified group of companies led by holding company Asahi Kasei Corp., with operations in the chemicals and fibers, homes and construction materials, electronics, and health care business sectors. Its health care operations include devices and systems for critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals, diagnostic reagents, and nutritional products. With more than 25,000 employees around the world, the Asahi Kasei Group serves customers in more than 100 countries. For more information, visit www.asahi-kasei.co.jp/asahi/en/.