The Service & Support Professionals Association (SSPA) and J.D. Power and Associates today announced Sun Microsystems North America, the leader in network computing infrastructure solutions, has earned the coveted Certified Technology Service & Support and the SSPA Excellence in Service Operations certifications. This distinction recognizes Sun’s commitment to delivering “An Outstanding Customer Service Experience” to its customers in North America and across all modes of support.
“Sun’s dedication to consistent delivery of excellent customer support places them in an elite group of companies who have successfully translated commitment to results. The SSPA’s Excellence in Service Operations audit criteria and certification process along with the J.D. Power and Associates customer satisfaction recognition demand both top notch infrastructure and the ability to translate that into excellent customer experience. We are proud to honor Sun with these certifications”, said SSPA’s Thomas W. Pridham, Senior Vice President, Advanced Programs.
“The SSPA's involvement in the CTSS process leverages their deep experience in the industry, and strengthens the award's value proposition,” said Ian White, Sun Sr. Vice President Global Customer Services. “I'm absolutely delighted to know that Sun has exceeded industry benchmarks, as well as customer expectations.”
Sun achieved J.D. Power and Associates Certified Technology Services & Support certification by scoring in the top 20 percent for high customer satisfaction among technology support organizations. J.D. Power and Associates measured Sun’s service excellence by surveying satisfaction among over 1,400 customers who recently experienced technical support. J.D. Power and Associates then calculated a Customer Satisfaction Index for Sun to determine their industry score based on the benchmark of customer satisfaction with technical support that they maintain for the technology industry.
“Sun Microsystems has passed extremely rigorous standards, and earning this certification demonstrates the company’s dedication to providing customers with the highest level of service and support,” said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates. “In particular, Sun Microsystems support customers give particularly high ratings in customer satisfaction and loyalty, indicating that Sun Microsystems clearly understands the importance of meeting the needs of their customer base by supporting a successful service and support organization.”
The SSPA Excellence in Service Operations award required a comprehensive evaluation of Sun’s support operations - phone, web and field service. Expert auditors from the SSPA and J.D. Power and Associates conducted a rigorous audit and review of Sun’s policies and procedures for managing the support organizations in North America. Sun met these comprehensive and rigorous best practices established by the SSPA and 50 top industry leading companies.
“Obtaining an SSPA Excellence in Service Operations (ESO) award was a first-rate experience for Sun – and a point of pride for our employees,” said Mary Cay Kosten Vice President Customer Services – Americas. “As the first major network infrastructure solutions vendor to achieve this award, it demonstrates our commitment to the highest-levels of customer service and set us on the path to achieving the full J.D. Power and Associates/SSPA Certified Technology Service & Support (CTSS) award.”
Queries about the J.D. Power and Associates Certified Technology Services and Support program can be made by calling 1-858-674-5491 or visiting www.thessspa.com
About the SSPA
The Service & Support Professionals Association (SSPA) is chartered with bringing together the service and support community’s best and brightest minds to deliver a relevant blend of market research, programs and certifications including prestigious J.D. Power and Associates Certified Technology Service & Support, as well as networking, media and analyst relations, education and other information resources. SSPA core constituents include the world’s leading enterprise and consumer technology companies as well as the scores of innovative small and mid-sized companies that serve to continually refresh the industry by bringing new ideas and processes to the marketplace. For more information, visit www.thesspa.com.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers and businesses annually. 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 including 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 2005 were $6.0 billion. Additional information is available at www.mcgraw-hill.com.
