Asker, Norway, February 26, 2018 – For the second year in a row, Kongsberg Digital has received the NorthFace Scoreboard AwardSM and certification from the Customer Relationship Management Institute (CRMI). The award is a recognition of the dedicated customer support Kongsberg Digital’s Support24 team has provided to customers throughout 2017.
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The NorthFace Scoreboard Award has been presented annually since 2000 and recognizes organizations who offer exemplary service to their customers and center their existence on a deep commitment to continuously exceed their customers’ expectations. The award reflects high satisfaction among Kongsberg Digital’s customers. “The NorthFace ScoreBoard Award for exceptional customer service and support belongs to Kongsberg Digital’s entire Support24 team for their relentless focus on full understanding of the needs and pain points of every customer. Direct communication and interaction on all levels are of immense importance in this work,” said Hege Skryseth, Executive Vice President of KONGSBERG and President of Kongsberg Digital. “We are incredibly honored and proud to receive this award for the second year in a row. At the same time, we are confident our brilliant team will maintain the same high level of customer support in future.”
“At Kongsberg Digital, we are aware that consumer loyalty is no longer driven by products and services but by how convenient the interaction is. The NorthFace ScoreBoard Award tells us that our approach and focus on the shifting paradigm resonates with our customers,” said Marvin Mitchell, Vice President Customer Support, Kongsberg Digital. “Customer 5.0 expects convenience. This is exciting and changes the business dynamics in an opportunistic way that allows us to push the envelope in ways that exceeds customer expectations.”
To qualify for the NorthFace ScoreBoard Award a company must measure their customer satisfaction levels during the calendar year and achieve a 4.0 or above out of a possible 5.0 score (or equivalent rating system) in categories such as customer service, technical support, field service, and account management. The process of determining winners begins each calendar year in January and closes in late December.
“Our research shows that companies that consistently achieve a 4.0 or above succeed in establishing customer loyalty,” said Bill Moore, Chief Customer Officer of CRMI. “Scores at this level lock in profitable long-term customer relationships and significantly raise the bar for competitors.”