For the 10th consecutive year, Freeman has been certified by J.D. Power for providing “An Outstanding Customer Service Experience” with its live phone support. The recognition falls under the J.D. Power Certified Customer Service Program℠, which acknowledges companies with a strong commitment to providing an outstanding customer service experience.
During its evaluation process, J.D. Power randomly surveyed customers who recently contacted the Freeman Customer Support Center in Grand Prairie, Texas, to gauge their experience. The customer surveys are part of a broader audit that also examines practices such as recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, to earn this recognition from J.D. Power, a company’s contact center must exceed the national benchmark for customer survey satisfaction – which is established through J.D. Power’s cross-industry customer satisfaction research.
“Now in their 10th year of certification, Freeman and all the customer service professionals who represent them have continued to demonstrate their dedication to the customer,” said Mark Miller, Practice Leader, Customer Service Advisory for J.D. Power. “Freeman scored well in every category we measure, and we congratulate them on this significant achievement.”
Bob Priest-Heck, CEO, Freeman added, “At Freeman, our goal is to ensure the customer is at the center of everything we do. And being recognized by J.D. Power for the 10th consecutive year for our outstanding phone support not only validates our commitment to our customers, it’s also a testament to the dedication and expertise of our exceptional customer support team.”
J.D. Power launched its Certified Customer Service Program in 2004 to evaluate overall customer satisfaction with live phone interactions. The program also helps organizations increase the efficiency and effectiveness of their customer support centers by establishing and continually updating leading practices for handling service calls.
“The work J.D. Power is doing to encourage exceptional customer experiences is immensely valuable to both consumers and businesses, and we’re truly honoured to have received this recognition for the 10th time,” Priest-Heck continued.