 Frequently Asked Questions
Can any support center apply for a STAR award?
You must be a SSPA Member in order to apply for a STAR award.
How many applications may my support center submit?
You may nominate your support center in multiple categories; however there is a $3,300 fee for each application.
Can a support center win in more than one category, in the same year?
Yes, a single support center can win in different categories in the same year.
What is the difference between a nomination and an application?
You first nominate your support center in one or more categories by completing the Nomination Form. The Nomination Form is due by June 6, 2008. Once the Nomination has been accepted and the fee paid, a PowerPoint Application Form for the categories of your choice will be sent to you. All completed application must be returned no later than July 18, 2008.
How does a support center enter the SSPA STAR Awards “Hall of Fame”?
By winning five STAR Awards, in different years.
Do these five SSPA STAR Awards have to be in successive years?
No, they do not have to be in successive years, nor in the same category. A total of five STAR Awards qualify a company to enter into the “Hall of Fame.”
In which category should my support center apply?
There are two major categories of STAR Awards, Service Excellence and Best Practices.
STAR Awards for Service Excellence include:
- Service Excellence in Outstanding Improvement
- Service Excellence in Partner Management
- Service Excellence in Mission Critical Support – Hardware
- Service Excellence in Mission Critical Support – Software
- Service Excellence in Consumer Support
- Service Excellence in Innovative Support
- Service Excellence in Continual Improvement
- Service Excellence in Complex Application Support
- Service Excellence in Integrated Services
- Service Excellence in Emerging Business Support
STAR Awards for Best Practices Categories are:
- Best Customer Commitment
- Best Knowledge Management Practices
- Best Online Support
- Best On-Site Support
- Best Service Delivery Optimization
- Best Support Staff Practices
- Best Practices in Value-Added SupportTM
- Best Embedded Product Support – Software
- Best Embedded Product Support – Hardware
- Best Emerging Company Support
You should read the criteria for each category and select the one that best matches your support situation. Please be sure you are applying in the correct category.
How may I increase my support center’s chance of winning?
Ensure that your application form is readable, succinct, and contains links to data to substantiate improvements and levels of customer satisfaction, i.e. metrics and valid customer satisfaction results from external sources. “Make your case” for why you think you should win.
Is all the application information my support center submits kept confidential?
Yes, the SSPA makes every effort to ensure your application remains confidential. Please be advised that each STAR Award judge has signed and agreed to honor a non-disclosure agreement to ensure any information you provide during the STAR Award process remains confidential.
Note that in the event that one or more of the judges works for a company with which you compete, we will NOT knowingly send your application to them for evaluation. You may also exclude any judge who you feel may be a competitor. Non-disclosure statements will be included with the application and giving you the opportunity to select those judges you want to EXCLUDE from receiving your award application.
If we win, do we have to be present at the STAR Award ceremony to receive the award?
Yes, representatives from your support center must be present to receive the award.
How should the entry be submitted?
The applications are distributed electronically and as such all entries must be submitted electronically.
Can we submit supporting documents?
No. All information must be included on the PowerPoint Application. Links to your web site and other information are welcomed and encouraged.
Is the length of my application important?
No. The important part is that you follow the application form template. Please be as succinct as possible, without any unnecessary or unrelated information.
Should we include our company logo and web address on the application?
Yes, please include your company logo and web address.
Is the application fee refundable in the event we should change our mind regarding submitting a SSPA STAR Award application?
The application fee is non-refundable once your Nomination has been accepted and a PowerPoint application has been sent to you.
What are the important dates for the upcoming STAR Awards?
Call for nominations: March 27, 2008
Nomination form submission deadline: June 6, 2008
Closing date for submitting applications: July 18, 2008
Finalists notified during the week of September 22, 2008
Awards Luncheon October 22, 2008
(SSPA Conference, Las Vegas, 2008)
Summary
- Your support center must be a SSPA Member in order to apply.
- $3,300 application fee for each category in which you apply.
- Representatives from your support center must be present at the Award Ceremony.
- Applications must be submitted by the deadline date of July 18, 2008
Helpful Hints
- Start early, finish early. The Application deadline of July 18, 2008 is firm.
- Rather than one person writing the application, form a team to complete the various sections and then one person to re-write the final text.
- Your goal should be to present a complete picture of your support center and your company, and to illustrate your methods and policies.
- All sections are important but two sections stand out- Customer Satisfaction measurements and results; and the Support Metrics.
- Provide a link to your web site so the judges can gain an overview of your company.
If you have any questions, please contact us us at StarAwards@thesspa.com or
858-674-5491.
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