Press release

Wolters Kluwer Awarded Three NorthFace ScoreBoard CX Awards for Excellence in Customer Care

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Wolters Kluwer, Health today announced that the global customer support teams for UpToDate®, Ovid® and Lippincott® have each once again received the NorthFace ScoreBoard Award from the Customer Relationship Management Institute LLC (CRMI). This is the ninth year in which Wolters Kluwer customer experience teams have won the honor.

In 2019, more than 500 projects and 90 companies in diverse industries globally were judged on their commitment to continuously exceed expectations in customer experience (CX).

Due to the unique “customer-only vote” criteria, the NorthFace ScoreBoard Award is considered a leading benchmark for customer service. Customer satisfaction and loyalty levels are measured on a 5-point scale over the preceding calendar year period in such categories as technical support, customer service and account management. Wolters Kluwer teams excelled in the following areas:

  • Ovid, Lippincott, and Audio Digest product line customer support teams achieved an overall customer support satisfaction SBI rating of 4.4 for service to individual customers and 4.5 for enterprise clients and excellence in customer loyalty. This was demonstrated by a Net Promoter Score of 82 for enterprise services. High marks were also achieved for individual/member care.
  • UpToDate teams achieved a customer support satisfaction SBI rating of 4.8 for customer service phone support. Additionally, high marks were earned for technical support, customer service case and live chat support.

“We’re proud of our dedicated customer service teams and incredibly honored to be recognized for providing world-class customer service for the ninth consecutive year,” said Stacey Caywood, CEO, Wolters Kluwer, Health. “Wolters Kluwer is committed to our customers being the center of our business when it comes to delivering the service and solutions they need and driving innovation. This award celebrates that focus and recognizes our dedicated team of experts for their commitment to always go the extra mile for our customers.”

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About Wolters Kluwer

Wolters Kluwer (WKL) is a global leader in professional information, software solutions, and services for the clinicians, nurses, accountants, lawyers, and tax, finance, audit, risk, compliance, and regulatory sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.

Wolters Kluwer reported 2019 annual revenues of €4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.

Wolters Kluwer provides trusted clinical technology and evidence-based solutions that engage clinicians, patients, researchers and students with advanced clinical decision support, learning and research and clinical intelligence. For more information about our solutions, visit and follow us on LinkedIn and Twitter @WKHealth.

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