Customer Experience Enhancements to Asurion’s Retail Solution Hub Earned Company the ACE Award for Fourth Consecutive Year
AUG 16, 2017
Asurion, the global leader in connected life services, has received the top ‘Judges’ Choice’ honor in the Voice of the Customer category from the 2017 Confirmit ACE (Achievement in Customer Excellence) Awards. Asurion received the honors for enhancements to its Retail Solution Hub that improved customer experience and increased the program’s Net Promoter Score. The enhancements also earned the Company a 2017 Confirmit ACE Award for Overall Business Impact.
This is the fourth consecutive year that Asurion was honored with a Confirmit ACE award for achievement in customer excellence.
Confirmit’s ACE Awards program honors companies’ outstanding work and meaningful contributions to the achievement of universal customer excellence. Receiving a Confirmit ACE Award demonstrates Asurion’s stand-out application of a comprehensive Voice of the Customer program and its ongoing commitment to enhancing the customer experience and driving business and cultural change.
Asurion’s Retail Solution Hub is a web portal that allows customers who purchase product protection plans from the Company’s retail clients to manage their entire plan experience including filing claims and checking on claim status. By proactively engaging customer feedback and incorporating customer input into Hub enhancements, Asurion increased successful customer transactions and boosted the program’s Net Promoter Score – an index that determines customer satisfaction – by as much as threefold.
“Our recent enhancements to our Retail Solution Hub are part of Asurion’s commitment to continuous innovation that improves the customer experience. Capturing and incorporating customer input has been invaluable, and has driven many of the enhancements which have positively impacted our Hub experience,” said Abbie Taylor, Asurion vice president of Customer Experience. “We’re proud that our customer-first culture is being recognized by Confirmit.”
“We’re delighted to honor Asurion as a 2017 Confirmit ACE Award winner for their proven innovation and excellence in their Voice of the Customer Program,” said Ken Ostreng, president and CEO of Confirmit. “The customer experience is a critical component of the business, and Asurion continues to show their commitment to listening to their customers to better understand their needs, drive business change and deliver an exceptional experience.”
For more information about Asurion, and its tailored tech solutions please visit www.asurion.com/.
About the Confirmit ACE Awards:
The ACE (Achievement in Customer Excellence) Awards program was established in 2005 to recognize outstanding achievement in customer excellence. Receiving a Confirmit ACE Award is a distinct honor that demonstrates both rigorous application of customer experience processes and outstanding performance as measured by those processes. All Confirmit customers are eligible for Confirmit ACE Awards for their company, business units, or segments of a business. To be eligible for a 2017 Confirmit ACE Award, organizations must have conducted one or more Voice of the Customer surveys between January 1 and December 31, 2016. For more information on awards criteria, visit www.confirmit.com/ace-awards.
Confirmit is the world’s leading SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. The company has offices in Oslo (headquarters), Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Confirmit’s software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo.
Confirmit powers Global 5000 companies and Market Research agencies worldwide with a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include Aurora, British Airways, British Standards Institution, Copart, Cross-Tab, Dow Chemical, GfK, GlaxoSmithKline, GMO Research, KeepFactor, Morehead Associates, Nielsen, Research Now, RS Components, QRS, SSI, Sony Mobile Communications, and Swisscom. Visit www.confirmit.com for more information.
Asurion is a global tech care company that provides insurance, installation, repair, replacement, and 24/7 support for a wide range of technology, from mobile phones and laptops to household appliances. Our 12,000 experts are available online, on the phone, in store, or can even come to you. Asurion eliminates the fears and frustrations associated with technology to ensure our 300 million customers get the most out of their devices and connections.
Learn more at Asurion.com