Customer service executives seek confirmation that they are contributing to their organization’s overall value. The J.D. Power Certified Customer Service Program directly addresses the performance your customers and management value most, offering meaningful recognition by a trusted, credible source.
How It Works
The path to certification includes 3 phases:
PHASE 1: Preparation
Standards review and Certification preparation
PHASE 2: Research
Surveys customers against J.D. Power proprietary cross-industry benchmarks
PHASE 3: Evaluation
Customers services expert(s) assess compliance against key operational performance criteria
Phase 4: Celebrate Achievement
Brands that meet program criteria have the opportunity to leverage their Certification publicly in marketing and sales communications through the J.D. Power licensing program (subject to specific guidelines).
Drive performance improvement and celebrate success
The program’s operational rigor helps drive continuous improvement across the phone and assisted digital channels, IVR selfservice, and Web self-service channels. The well-respected J.D. Power Certification Medallion symbolizes the commitment to providing an outstanding customer experience and may help shape and reinforce a high-performing, customer-first culture.
Hear from Holiday Inn Vacation Clubs about how their participation in the program helped them achieve a 2x increase in first-call resolution and a 17% increase in Guest Love, their internal guest satisfaction metric.
Join organizations like these that have met or exceeded program criteria and become Certified:
The brands above are currently certified through the Certified Customer Service Program or the Certified Technical Support Program. When you become a certified organization, you join a community of customer service leaders like these who you are able to connect with to share challenges, ideas, and best practices.
Contact us today to learn how you can identify areas that need attention, discover where you stand, and celebrate outstanding achievement for your customer service organization.
Customer Service Insights
Looking for customer service insights, advice, and best practices? Check out the resources below.
Complete and submit our contact form, and a J.D. Power representative will reach out to you with additional information.
To get the latest insights from the Customer Service Advisory team, join our list.