Tektronix Communications receives TSIA “Rated Outstanding Global Assisted” Certification, recognizing ongoing efforts to optimize its world-class customer support organization
PLANO, TEXAS, 25 September 2013, Tektronix Communications today announced that it has received “Rated Outstanding Global Assisted” certification from the Technical Services Industry Association (TSIA), independently endorsing the company’s efforts to place customer experience and quality of service excellence at the heart of its world-class Service and Delivery organization.
A rigorous audit process of Tektronix Communications’ Customer Operations performance against the TSIA’s audit criteria for Core Support and Assisted Support, comprised extensive review of support documentation and systems, comprehensive personnel interviews and samples of work demonstrating Tektronix Communications’ commitment to optimizing customer experience.
The company’s subject area experts were interviewed across all global regions. The audit evaluated the Company’s Service and Delivery performance benchmarked against over 140 key industry best-practice support criteria.
The TSIA “Rated Outstanding Global Assisted” Certification required Tektronix Communications to meet or exceed standards in at least 80% of the best practice criteria.
The TSIA report highlighted Tektronix Communications’ ongoing drive to develop and implement its best-in-breed customer-centric support model, with particular emphasis on company-wide efforts to place the voice of its customers at the center of the organization at large.
“Tektronix Communications is dedicated to providing world class technical support to its global customer base,” said Thomas W Pridham, Senior Vice President and General Manager of TSIA’s Operational Best Practice and Certification programs. “Tektronix Communications demonstrated a high level of operational effectiveness and the organization has a very healthy culture that blends customer focus, continual improvement, and employee development to ensure a high level of service and support is delivered to their customers”.
The report also called out the high level of senior executive attention given to optimizing customer support.
Doug Barnes, Vice President of the Global Service and Delivery organization at Tektronix Communications, commented: “We are delighted to have received the TSIA’s “Rated Outstanding Global Assisted” certification, globally acknowledged as one of the highest forms of recognition in the technical services industry. The certification represents robust independent endorsement of our efforts to listen to, understand and act upon customer voice, in our ongoing evolution of best practice customer-centric support models.”