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Network Solutions Recognized by J.D. Power and Associates

January 26
18:35 2009

Web Hosting NewsWESTLAKE VILLAGE, Calif. – Network Solutions has been recognized for customer satisfaction excellence for a fourth consecutive year under the J.D. Power and Associates Certified Call Center Program.SM The Certified Call Center Program distinction acknowledges a strong commitment from Network Solutions call center operations to provide “An Outstanding Customer Service Experience.”

“Call center customers are particularly pleased with the courtesy of Network Solutions’ customer service representatives, who are a driving force behind the exceptional experience provided by the company’s call center,” said Mark Miller, senior director of client services at J.D. Power and Associates. “In the hyper-competitive service industry that Network Solutions competes in, it is imperative that customer satisfaction is identified as a strategic corporate priority. Being recognized for a fourth consecutive year shows Network Solutions’ ongoing commitment to satisfying customers and making satisfaction part of their success strategy.”

Network Solutions’ call center, located in Hazleton, Pa., handles approximately 2.8 million telephone, fax and e-mail inquiries from customers annually. To become certified, the call center operations 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 Network Solutions customers who recently contacted its call center.

For certification status, a call center must also perform within the top 20 percent of customer service scores, which is based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

“We’re honored to be recognized for a fourth consecutive year by J.D. Power and Associates,” said Joe Pickett, vice president of customer service at Network Solutions. “To be consistently recognized for our efforts in offering quality support and providing smart guidance to our customers is a testament to the great team we have at Network Solutions. We are thrilled to have the most technically trained, friendly and knowledgeable consultants in the Web solutions industry.”

The Certified Call Center 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 company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on 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.

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