Mouser Electronics has received the prestigious NorthFace ScoreBoard Award from the Customer Relationship Management Institute (CRMI) for the sixth consecutive year. The award was given in recognition of achieving excellence in customer service and support throughout 2017. Mouser received a 99% satisfaction score as rated solely by its customers.
“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 CRMI.
“We are honoured to receive the NorthFace ScoreBoard Award for the sixth time. It is a testament to our team members around the world who work diligently to ensure that every customer is pleased with the Mouser experience,” said Mark Burr-Lonnon, Senior Vice President of Global Service and EMEA & APAC Business at Mouser Electronics.
CRMI’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. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above (or equivalent) out of a possible 5.0.
As in previous years, Mouser earned a 4.8.
“Providing best-in-class service is what we strive to accomplish every day here at Mouser. It’s who we are, but it is especially gratifying when it is recognized,” added Burr-Lonnon.
“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has become the objective benchmark for excellence in customer service,” Maraganis continued. “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.”
Pictured left to right are Mouser executives Coby Kleinjan, Sam Katsuta, Regina Denbow, Mark Burr-Lonnon, Graham Munson, Minky Lam and Linda Salinas.