SOURCE: Webtrends

Webtrends

July 26, 2011 08:00 ET

Webtrends Honored for Customer Service Excellence

Receives Prestigious NorthFace ScoreBoard Award(SM) for 'World-Class' Customer Satisfaction in Service and Education and Training

PORTLAND, OR--(Marketwire - Jul 26, 2011) - Webtrends, the global leader in unified mobile, social and web analytics and engagement, announced today that it has received the NorthFace ScoreBoard Award(SM) from Omega Management Group Corp. The award recognizes Webtrends' excellence in customer satisfaction in the areas of Service and Education and Training.

Since 2000, the award has been presented annually to companies who, as rated solely by their own customers, 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.

"This award validates our strong commitment to ensuring that our customers consistently receive the support necessary to effortlessly extract maximized value from our products and services," said Alex Yoder, CEO of Webtrends. "Customer service as well as training and education programs are vital to our success as a provider of SaaS products and solutions so we are ecstatic that our customers have responded so well to the work we've put into these programs."

Webtrends has a unique and extensive customer service program that offers around-the-clock support on all products. Ranging from its technical support Twitter feed at @WebtrendsQandA to premium support plans, Webtrends ensures that all customers can access the resources they need at any given time. When it comes to Training and Education, Webtrends consistently exceeds customer expectations. From training courses offered online and in-classroom settings to webcasts, as well as whitepapers and cutting-edge case studies, the NorthFace ScoreBoard Award recognition validates the company's extensive focus on and investment in supporting its customers.

"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 2010, more than 250 projects, many international in scope, were judged from approximately 40 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."

Omega's methodology measures customer satisfaction and loyalty levels on a 5-point scale a minimum of 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 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."

For more information on Webtrends' award-winning programs visit www.webtrends.com/support or www.webtrends.com/education.

About Webtrends, Inc.
Webtrends is the global leader in unified mobile, social and web analytics and engagement. We help marketers create, measure and improve campaigns for more than 3,500 global brands including: The New York Times, Microsoft, BMW, RIM, China Telecom, China Mobile, CCTV, Tencent QQ, Hitachi, The Associated Press, HSBC, Barclays, Vivo Cellular and Petrobras. Our leadership extends beyond the web analytics industry we founded to the measurement, optimization and integration of all digital content and customer intelligence, including web sites, social media, mobile and paid-search advertising.

Webtrends is a registered trademark of Webtrends Inc. in the United States and other countries. All other trademarks and registered trademarks are the properties of their respective owners.

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