Achieving excellence, J.D. Power and Associates sets the bar

Published: Fri Oct 09 2009

Established in 1999, APX Alarm Security Solutions Inc has grown to become one of the top 5 residential Alarm Security systems. Innovative products combined with over 40 years of experience, make APX Alarm Systems a solid company with over 230,000 accounts, and installations of over half a million residential alarm systems since 1999.

Industry benchmarks are derived from J.D. Powers and Associates studies which measure, analyze and track quality as well as customer satisfaction. J.D. Powers and Associates is best known for their tireless research in the automotive industry, they are also servicing other markets as well, such as excellence in Call Center Customer Satisfaction

Call Centers that chose to distinguish themselves by undergoing the J.D. Power and Associates Certification process send a clear message to consumers. That message is that their call center is striving to achieve the highest levels of customer satisfaction through training of staff, professional management, and process oriented standards that implement “best practices” aligned with the customers needs. A Call Center that performs in the top 20 percent will have shown expertise and consistency in: courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

APX Alarm Security Solutions Inc is one company that has undergone the certification process and is recognized for providing “Outstanding Customer Service Experience”. To achieve this, APX Alarm Security Solutions underwent a detailed audit of its recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. In addition, JD Powers and Associates did random surveys of customers who had recently contacted the call center. The findings from the surveys; “Call center customers are particularly pleased with the courtesy, knowledge and concern of customer service representatives” said Gail Gross, senior director of certification programs at J.D. Power and Associates.

There are over 75,000 Call Centers in the United States. Companies, such as APX Alarm Security Solutions, that go through the rigorous audit from J.D. Powers and Associates, have proven they are in the top 20% of Call Centers. Findings are based on independent consumer surveys of product and service quality, customer satisfaction, and buyer behavior.
Contact Name: Brendon Fraser
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Contact Phone: 1-866-925-5577

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