What are the operational scoring criteria and how were they developed?
Each module of the program has its own unique set of best practice performance criteria. The criteria as well as the standards for performance were established by a committee of over 50 companies. These companies range from small and medium size software and hardware companies to some of the largest technology providers in the industry. All companies provided input on the key performance criteria as well as best practices to determine the thresholds for Excellence in Service Operations and J.D. Power and Associates Certified Technology Services and Support certification. The program criteria are reviewed and enhanced on an annual basis to ensure the highest standards are being met. This annual review process ensures that our members are not only pursuing the recognition of their high levels of customer satisfaction, but also implementing continuous improvement in their support operations.
