submitted by Freeman Company
Freeman, the global leader in events, is pleased to announce that it has once again been recognized by J.D. Power for its exceptional exhibitor customer service and contact center. Freeman achieved certification for the live phone channel, including interactive voice response (IVR) routing and customer service representative (CSR).
The certification includes successfully passing a detailed audit of dozens of practices that encompass more than 20 categories, including recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.
“Two of our core values at Freeman are empathy and integrity, and this is at the heart of our customer care team,” says Janet Dell, President at Freeman. “We always say that the client is at the center of everything we do, and that couldn’t be more true when it comes to exhibitor customer support. It’s great to see the recognition from J.D. Power.”
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The research criteria include the customer service representative’s courtesy, knowledge, and concern for the customer, promptness in speaking to a person, and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts, and the ease of understanding the phone menu instructions.
J.D. Power 2023 Certified Customer Service Program recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/awards.
About Freeman Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 96-year legacy in event management as well as new technologies to deliver moments that matter. Website: www.freeman.com
