June 4, 2014—CHELMSFORD, MASS.—ZOLL® Medical Corporation, a manufacturer of medical devices and related software solutions, announced today that it has received the NorthFace ScoreBoard AwardSM for “world class” excellence in customer satisfaction related to technical support for the 13th consecutive year.
In addition, the company was recognized with a NorthFace ScoreBoard Award for the sixth consecutive year in a second category, excellence in customer service. ZOLL has received this designation each year since the launch of this program in 2008.
Since 2000, NorthFace ScoreBoard Awards have 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 that not only offer exemplary customer service but 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 has achieved this award for 13 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 acute 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. “Omega defines exceptional customer loyalty as customers who continuously purchase from the same company—even though other choices may offer significantly better pricing—because the company consistently exceeds its customers’ expectations.”
“In 2013, more than 200 projects, many international in scope, were audited from 55 countries based in the U.S. and abroad,” explained Maraganis. “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.”
Methodology for Measurement
Omega’s methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least 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.
Omega’s research indicates that companies that consistently achieve a 4.0 rating or above, have reached the “Loyalty Zone.” This means they have succeeded in locking in profitable, long-term customer relationships, and this significantly raises the bar for their competitors.
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 acute 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 acute critical care, dialysis, therapeutic apheresis, transfusion, and manufacture of biotherapeutics, as well as pharmaceuticals, diagnostic reagents, and nutritional products. With more than 29,000 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/.