J.D. Power recognizes Intermedia for support excellence two years running
I’m thrilled to announce that Intermedia has again been recognized under the J.D. Power Certified Assisted Technical Support Program. This is the second year in a row that we’ve achieved this certification for the “exceptional level of support” we deliver to our more than 110,000 business customers and 6,500 active partners.
Intermedia: The first cloud application provider to receive J.D. Power certification 2x
As we have scaled in size, our commitment to customer service and support satisfaction has remained steadfast. Intermedia is currently the only cloud industry leader to receive this prestigious certification two years in a row. Mark Miller, the contact center practice leader at J.D. Power comments on the accomplishment:
“Congratulations to Intermedia on once again meeting the very high standards of our Certified Assisted Technical Support Program, and demonstrating their commitment to delivering an outstanding customer and partner support experience. This recognition is very challenging to achieve, and symbolizes the differentiated level of support Intermedia provides to current and prospective customers and partners.”
Why is the J.D. Power Certified Assisted Technical Support Program important?
Jointly developed by J.D. Power and Associates and the Technology Services Industry Association (TSIA), this program evaluates overall customer and partner satisfaction and helps technology support organizations increase their efficiency and effectiveness in assisted support. Additionally, it helps business buyers and resellers recognize those companies who demonstrate remarkable support before selecting technology providers to purchase from and partner with.
I asked our COO Jonathan McCormick to expand upon why receiving this certification two years in a row is such a big deal. He had this to say:
“Many companies say they have great support, but these claims can be very hard to quantify or validate. A Net Promoter Score (NPS) is a good metric for companies looking to gauge their own internal improvement, but not for measuring performance versus others in the industry. Some of the greatest, most widely recognized companies have been recognized by J.D. Power. By successfully completing this rigorous certification process, we have become the only cloud application provider to have achieved this tangible, third-party, independent validation from the standard in customer satisfaction, J.D. Power, not once, but twice. We are proud of the level of support we provide, and all that we do to deliver a Worry-Free Experience™.”
J.D. Power 2017 Certified Assisted Technical Program, developed in conjunction with TSIA. Based on successful completion of an audit and exceeding a customer satisfaction benchmark for assisted support operations. For more information, visit www.jdpower.com or www.tsia.com.