Bruker announced today that it has received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2015. 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 recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president & CEO of Omega. “In 2015, 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.”
“Today’s demand on modern laboratory instruments requires the highest level of performance with maximum uptime.” said Albrecht Mueller, President of the Service & Life Cycle Support (SLS) Division at Bruker BioSpin. “Our service and life-cycle support portfolio LabScape™ is enabling our customers to benefit from reliable, optimal instrument performance and ready access to expertise from our team of trained engineers and applications scientists. We are really excited about being selected for the NorthFace ScoreBoard AwardSM 2015, emphasizing our achievements with regard to excellence in global customer service and support.”
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.
“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.”
About Bruker Corporation
For more than 50 years, Bruker has enabled scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high-performance scientific research instruments and high-value analytical solutions enable scientists to explore life and materials at molecular, cellular and microscopic levels.
In close cooperation with our customers, Bruker (bruker.com/LabScape) is enabling innovation, productivity and customer success in life science molecular research, in applied and pharma applications, in microscopy, nano-analysis and industrial applications, as well as in cell biology, preclinical imaging, clinical research, microbiology and molecular diagnostics.