Contact Center Solutions Featured Article

TomTom Recognized for Commitment to Customer Satisfaction for Second Consecutive Year

November 25, 2008

TomTom has announced that it has been recognized for call center customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program for the second time in a row. Calling the distinction unparalleled in the portable GPS industry, TomTom officials said it was a reinforcement of their continued commitment to provide "An Outstanding Customer Service Experience."

Jocelyn Vigreux, president of TomTom said that it was an honor to receive the J.D. Power and Associates Call Center Customer Satisfaction Excellence Award for providing an outstanding customer service experience second time in a row.
He added, “TomTom is the only GPS company to have ever received this prestigious acknowledgment. The recognition is a true testament to the dedication we’ve had and success we’ve achieved in making the TomTom customer experience a consistently positive one.” 
According to J.D. Power and Associates, TomTom has exhibited a solid commitment to customer satisfaction by exceeding the rigorous standards of the certification process again this year. The TomTom call center operations handled more than 900,000 telephone, e-mail and fax interactions in 2008 from its call center in Concord, Massachusetts and Watertown, New York.
To become certified, officials said, the call center operations had successfully passed a detailed audit in key areas of business such as recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities.
As part of its evaluation, J.D. Power and Associates also conducted a random survey of TomTom customers who recently contacted its call centers. The company was assessed based on its courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.
Explaining the certification status further, company officials said 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 Certified Call Center Program was launched by J.D. Power and Associates in 2004 to help companies evaluate overall customer satisfaction with call centers as well as to enable call centers in various industries to increase their efficiency and effectiveness by establishing best practices for handling service calls.
Founded in 1991, TomTom is a digital mapping and routing company that focuses on car navigation. Products include Portable Navigation Devices and software for use on PDAs and smartphones. Through the Tele Atlas unit the company also supplies digital maps that enable routing guidance.
TomTom navigation products are sold in 30 countries through a network of retailers and online. TomTom has offices in 17 locations in Europe, North America, Asia and Australia.
Established in 1968 and headquartered in Westlake Village, California, J.D. Power and Associates is an ISO 9001-registered global marketing information services firm. J.D. Power and Associates conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior.
The firm’s services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends. In 2005, J.D. Power and Associates became a business unit of the McGraw-Hill Companies.
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Nitya Prashant is a contributing editor for ContactCenterSolutions. To read more of Nitya's articles, please visit her columnist page.

Edited by Michelle Robart