J.D. Power and Associates Certification

Certified Technology Service and Support Certification Program

The J.D. Power and Associates Certified Technology Service and Support (CTSS) program is the highest level of support operations auditing and customer satisfaction recognition in our industry.  When member companies are ready to be recognized for their outstanding support operations as well as high CSAT scores, the JDPA CTSS program provides the external brand recognition necessary to give prospective customers persuasive evidence of the quality of your service and support. The credibility of the J.D. Power and Associates authority on customer satisfaction helps:

• Defend Support Prices and Protect Margins:  The competitive advantage of being an acknowledged support leader allows you to resist discounting and maintain your price margins. And it’s easy for the sales force to articulate.
  
  
• Increase Customer Retention:  Companies will also be qualified to achieve more service renewals, longer term support agreements and repeat product purchase from customers, etc.   All this because consumers and companies prefer to buy from a supplier they know can be counted on for great customer service and support.
  
  
• Market Share Gains:  More and more product purchase decisions are being influenced by the support services that come with them.  The J.D. Power and Associates CTSS component of the Organizational Development Program program will enhance your opportunity to differentiate the company from the competition.

Success in the CTSS program clearly establishes that your customer satisfaction and support processes are among the highest in the industry.  Only companies that have implemented world class support processes and rank in the top 20% in customer satisfaction scores for the technology industry can earn this prestigious certification. 

How does the CTSS program work?
The J.D Power and Associates CTSS program certifies overall superior performance of your company or business unit’s North America or Global service/support operations. The program utilizes the SSPA Excellence in Service Operations unique set of world class operational criteria and auditing process.  For J.D. Power and Associates CTSS certification, all modes of support and service delivery are audited at locations that represent at least 80% of your support case volumes.

In addition to the meeting this high level of operational achievement, the CTSS program also measures the level of excellence in delivering customer satisfaction.   J. D. Power and Associates conducts internet based surveys with customers who have had a recent support experience and then compares those results to their technology support industry customer satisfaction index.  The benchmark for certification is defined as the 80th percentile, so your organization’s customer satisfaction rating must be in the top 20% of scores to qualify for certification.

Once an organization has achieved certification, they have the option to license the J. D. Power and Associates brand, incorporating it into marketing activities, internal recognition programs and as a key differentiator for the sales organization to utilize. Understand how Sun’s Mary Cay Kosten determined the core motivators that led Sun to pursue certification, what it means for their customers, and their competition.

For a detailed briefing and to learn more about the Organizational Development Program program overall and/or the J.D. Power and Associates CTSS certification process please contact the SSPA jweigel@thesspa.com or call your Membership Development Director.