November 25, 2013 – Mouser Electronics, Inc., a leading engineering resource and global distributor of semiconductors and electronic components, today announced that it has received the prestigious NorthFace ScoreBoard (NFSB) Customer Service Excellence Award from Omega Management Group Corp. in recognition of Mouser’s excellence in global customer service and support.
Since 2000, the award has been presented annually to companies that, as rated solely by their own customers, exceed expectations in customer satisfaction. Mouser Electronics received a high rating of 4.8 on the 5-point NFSB scale from customer surveys conducted across the globe in 2012, along with a 99% score in customer satisfaction based on overall order experience.
“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 and CEO of Omega.
“Customer service is at the core of our mission here at Mouser,” said Steve Newland, Mouser’s Vice President of Sales & Service. “We work very hard at Mouser to ensure that every customer is happy with every transaction, every day. This honor is especially gratifying since it is based on actual feedback from our own customers.”
Omega measures customer satisfaction and loyalty levels on a 5-point scale four times during the year in such categories as technical support, field service, customer service and account management. NorthFace ScoreBoard certified recipients are companies that, 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 explained. “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.”
Mouser customer surveys were reviewed, audited and certified by Omega Management Group to be considered for the high distinction. 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.
