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Media Contacts

Please direct all media inquiries to J.D. Power and Associates Corporate Communications Department:


J.D. Power and Associates
Corporate Communications
2625 Townsgate Road
Westlake Village, CA 91361
Toll Free: (800) 274-5372
Phone: (805) 418-8000
Fax: (805) 418-8900
media.relations@jdpa.com


John Tews
Director, Media Relations
Troy, MI
(248) 680-6200


Syvetril Perryman
Media Relations Supervisor
Westlake Village, CA
(805) 418-8103


Andrew Teachout
Media Relations Specialist
Troy, MI
(248) 680-6200

 

Press Release
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Contact:
John Tews
(248) 312-4119
Chris Scollo
(303) 272-8022 ext. 78022
 
J.D. Power and Associates Reports:
Sun Microsystems Recognized for Providing Outstanding Technology Service and Support

WESTLAKE VILLAGE, Calif.: 16 October—Sun Microsystems has been recognized under the
J.D. Power and Associates Certified Technology Service and Support (CTSS) Program.SM This distinction acknowledges Sun Microsystems for delivering outstanding technology service and support in North America.

Jointly developed by J.D. Power and Associates and the Service & Support Professionals Association (SSPA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in customer service. The certification also helps customers identify companies that have demonstrated excellence in customer service.

“Sun Microsystems has passed extremely rigorous standards, and earning this certification demonstrates the company’s dedication to providing customers with the highest level of service and support,” said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates. “In particular, Sun Microsystems support customers give particularly high ratings in customer satisfaction and loyalty, indicating that Sun Microsystems clearly understands the importance of meeting the needs of their customer base by supporting a successful service and support organization.”

To achieve certification, an organization must perform within the top 20 percent of customer satisfaction scores among companies nationwide that offer technology support, which is based on extensive technology industry benchmark customer satisfaction research conducted by J.D. Power and Associates. Certification is valid for one year. The organization must also pass an audit of its support policies and procedures.

J.D. Power and Associates evaluated Sun Microsystems on its assisted service over the phone, non-assisted Web knowledgebase and self-help service programs, as well as its onsite field service. Onsite audits were conducted at support locations in North America. Customer satisfaction data was collected from customers of Sun Microsystems to evaluate core, assisted, non-assisted, outsource and field service. In addition, Sun Microsystems passed a detailed audit of its service and support business processes on a wide range of industry best practices criteria—business strategy; talent management; tools and technology—as well as components of its service delivery and other key service metrics.

“Achieving the prestigious J.D. Power and Associates CTSS certification demonstrates that Sun Microsystems’ support is world-class,” said Tom Pridham, senior vice president of Advanced Programs for SSPA.  “Sun customers can be assured that the technical support provided by Sun meets the highest commitment for providing an outstanding service and support experience. We are delighted to add Sun Microsystems to a growing list of companies committed to demonstrating technical support excellence.”

“The CTSS certification stands out as a true benchmark in the industry for high customer service due to both its association with the J.D. Power and Associates brand and the many steps that must be achieved in order to obtain it,” said Mary Cay Kosten, vice president of Customer Services-Americas for Sun Microsystems. “J.D. Power and Associates has long been trusted for its expertise in assessing quality and customer satisfaction—things that have always been core to Sun’s value proposition. Sun’s CTSS achievement sets a bar in our industry that only a select few have attained.”

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction.  The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually.  For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2006 were $6.3 billion. Additional information is available at http://www.mcgraw-hill.com/.

About the SSPA
The Service & Support Professionals Association (SSPA) is chartered with bringing together the service and support community’s best and brightest minds to deliver a relevant blend of market research, programs and certifications, as well as networking, media and analyst relations, education and other information resources. SSPA core constituents include the world’s leading enterprise and consumer technology companies as well as the scores of innovative small and mid-sized companies that serve to continually refresh the industry by bringing new ideas and processes to the marketplace. For more information, visit http://www.thesspa.com/.
 

Media Relations Contacts:

John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy , MI 48098
USA
(248) 312-4119
john.tews@jdpa.com

Chris Scollo
Sun Microsystems, Inc.
Media Relations
Broomfield , CO 80021
USA
(303) 272-8022 ext. 78022
christopher.scollo@sun.com

 

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate

 

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About J.D. Power and Associates:
The Voice of the Customer

J.D. Power and Associates is a global marketing information services company operating in key business sectors across a variety of industries, providing customer satisfaction research, market research, automotive forecasting, social media research, and performance improvement programs. Established in 1968, the company has been listening to consumers and business customers; analyzing their opinions and perceptions; and refining research techniques and study methodologies to offer some of the most advanced product quality, customer satisfaction, and tracking research available today. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.