Cengage Wins NorthFace ScoreBoard Award for Customer Service Excellence
Positive customer ratings lead to national recognition ahead of Cengage Unlimited launch
BOSTON, April 30, 2018 – Cengage, an education and technology company, has been recognized with a NorthFace ScoreBoard AwardSM for achieving excellence in customer satisfaction and loyalty in 2017. The award is presented annually by Customer Relationship Management Institute (CRMI) LLC, a recognized expert in developing and implementing customer and employee experience management strategy programs. Cengage was honored based on the award’s unique “customer-only vote” criteria.
“Receiving this award reaffirms we’ve made the right investments in our people and our products, and that we’re delivering exceptional teaching and learning experiences for instructors and students,” said David Geppert, SVP of Engagement Services at Cengage. “This Fall, our customers will have the added option of Cengage Unlimited, the first-of-its-kind subscription access to Cengage digital higher education materials. We’re committed to exceeding customer expectations, and we’ll continue to provide world-class support as we evolve to deliver new student options for affordable access to quality learning.”
CRMI’S methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least four times during the year in categories such as technical support, field service, customer service and account management. The recipients achieved a 4.0 or above out of a possible 5.0 or equivalent, based solely on survey responses from their own customers. In 2017, Cengage customer surveys scored 4.8 out of 5.0 for customer experience satisfaction (an equivalent of a 96% customer satisfaction rating).
Cengage offers around the clock US-based customer support, available via phone and online chat 24/7, 365 days a year. Cengage also offers opt-in text alerts for easy access to support case updates and communications.
For more information on the awards and this year’s winners, visit www.crmirewards.com/.
To learn more about Cengage Unlimited, visit cengage.com/unlimited.
Since 1984, the Customer Relationship Management Institute LLC. has been a recognized expert in developing and implementing customer and employee experience management strategy (CEM) programs that drive product and service revenue and profits. Services include customer and employee surveys, employee incentive programs, benchmark research and analysis, key account retention strategies, win-back strategies, consulting and marketing of customer satisfaction results to stakeholders and the marketplace.
Cengage is the education and technology company built for learners. As the largest US-based provider of teaching and learning materials for higher ed, we offer valuable options at affordable price points. Our industry-leading initiatives include Cengage Unlimited, the first-of-its-kind all-access digital subscription service. We embrace innovation to create learning experiences that build confidence and momentum toward the future students want. Headquartered in Boston, Cengage also serves K-12, library and workforce training markets around the world. Visit us at www.cengage.com or find us on Facebook or Twitter.