Mouser Electronics has received the NorthFace ScoreBoard Award from Omega Management Group for the fifth straight year in recognition of achieving excellence in customer service and support in 2016. Mouser received a 99 percent satisfaction score.
“We have always taken great pride in consistently providing all of our customers with best-in-class service,” said Mark Burr-Lonnon, Senior Vice President of Global Service and EMEA & APAC Business at Mouser Electronics. “This is a high honour. To receive it for the fifth time is extraordinary and due in large part to the dedication of our teams across the globe who work hard to ensure that every customer is happy with their experience.”
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 recognises organisations who not only offer exemplary customer service, but who also centre their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, President & CEO of Omega. “In 2016, more than 275 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.”
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. As in previous years, Mouser earned a 4.8 on the 5-point scale.
“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.”
Keeping the customer satisfied: Pictured here back row l to r are Mouser executives Minky Lam, Graham Munson, Coby Kleinjan, Linda Salinas, and Mauro Salomao. In front holding the award are Mark Burr-Lonnon and Stephanie Sorrell.