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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
John Tews
Director, Media Relations
Detroit, MI
(248) 267-6800
Aimee Canlas
Manager, Media Relations
Westlake Village, CA
(805) 418-8917
Syvetril Perryman
Specialist, Media Relations
Westlake Village, CA
(805) 418-8103
Angela Bianchi
Media Relations Associate
Detroit, MI
(248) 312-4729
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J.D. Power and Associates Reports:
APX Alarm Security Solutions Recognized for
Providing an Outstanding Customer Service Experience
WESTLAKE VILLAGE, Calif.: 1 August 2008 — APX Alarm Security Solutions has been recognized for call center operation customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program.SM This distinction acknowledges a strong commitment from the APX Alarm Security Solutions call center operation to provide “An Outstanding Customer Service Experience.”
APX Alarm Security Solutions’ call center operation, located in Provo, Utah, handles nearly 1.5 million telephone calls, faxes and e-mails from customers annually. To become certified, the call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates conducted a random survey of APX Alarm Security Solutions customers who recently contacted its call center.
“By surpassing rigorous standards to achieve certification, APX Alarm Security Solutions demonstrates its keen focus on providing highly satisfying customer service,” said Gail Gross, senior director of certification programs at J.D. Power and Associates. “Call center customers are particularly pleased with the courtesy, knowledge and concern of customer service representatives, who are clearly a key asset to the success of the call center operation.”
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria includes: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
“Our goal from the outset of creating APX Alarm was to be the very best in our industry,” said Todd Pedersen, CEO of APX Alarm Security Solutions. “This certification is a great indicator that we are on our way toward that goal.”
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing best practices for handling service calls.
There are more than 75,000 call centers in North America and an estimated 125,000 worldwide that help customers with product and service questions across a multitude of industries, ranging from credit cards, financial services, investment services, utilities, service warranties and insurance to telecommunications, healthcare and office products.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a 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 boat ratings, 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 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.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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What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
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