 Frequently Asked Questions
The following Frequently Asked Questions were designed to help you properly assess, apply and learn about the application process for the prestigious Star Awards.
Can any support center apply for a STAR award?
You must be a SSPA Member in order to apply for a STAR award.
What is the difference between the Best Practices Awards and the Service Excellence Awards?
There are two major cycles of STAR Award competitions each year: Best Practices and Service Excellence.
The Best Practices STAR Awards are presented in the Spring of each year. The Service Excellence Awards are presented in the Fall of each year. The Best Practices Awards and the Service Excellence Awards each have their own set of categories.
STAR Awards for Best PracticesCategories are:
- Best Online Community
- Best Customer Commitment
- Best Knowledge Management Practices
- Best Online Support
- Best Service Delivery Optimization
- Best Support Staff Practices
- Best Practices in Value-Added SupportTM
- Best Embedded Product Support
- Best Emerging Company Support
- Best Use of Metrics & Business Intelligence
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
In which category should my support center apply?
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. If you need help determining the best category for your organization, please do not hesitate to contact us at StarAwards@tsia.com or 858-674-5491.
How do you apply for a STAR award?
Complete and return a nomination form (download from the web site).
Complete and return the PowerPoint application and NDA.
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. For the Spring 2010 Best Practices STAR Awards the nomination form is due by December 31, 2009. 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 applications must be returned no later than February 5, 2010.
Is there any advantage to submitting a nomination form before the December 31, 2009 deadline?
When you submit a STAR Awards nomination form, you will receive the PowerPoint application template for each category you have applied for. The sooner you receive the application templates, the more time you will have to complete them.
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 one category nomination. $3000 application fee for each category nomination when applying for 2 or more categories.
What happens after a STAR Award PowerPoint application is submitted?
Once the application deadline has passed and all applications and NDA’s are submitted, judges are assigned to each category based on the NDA’s. Judges score each application and provide feedback. Judges from each category then meet via conference call to discuss each application and determine finalists and a winner. Finalists (the winner is considered a finalist) and non-finalists are notified. Finalists are announced and the winner is revealed for each category at the STAR Awards Luncheon Ceremony, held on the last day of the Spring and Fall conferences. Application feedback reports are created and distributed a few weeks after the conference.
Who Judges the STAR Awards?
The judges for the STAR Awards are a panel of your peers. SSPA Advisory Board Members, Enterprise and SMB, serve as STAR Awards judges. You can exclude any of these judges from reviewing your application by way of your applicant NDA. All of your exclusions are strictly honored.
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.
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 qualifies a company to enter into the “Hall of Fame.”
How may I increase my support center’s chance of winning?
Ensure that your application form is readable and 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.
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?
There is a maximum number of slides that will be accepted, but there is no minimum requirement. 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: October 29, 2009
Nomination form submission deadline: December 31, 2009
Closing date for submitting applications: February 5, 2010
Finalists notified - Week of April 5, 2010
Awards Luncheon May 5, 2010
(TSW Conference, Santa Clara, 2010)
Summary
- Your support center must be a SSPA Member in order to apply.
- $3,300 application fee for one category nomination. $3000 application fee for each nomination when applying for 2 or more categories.
- Representatives from your support center should be present at the Award Ceremony.
- Nominations must be submitted by the deadline date of December 31, 2009.
- Applications must be submitted by the deadline date of February 5, 2010.
Helpful Hints
- Start early, finish early. The Application deadline of February 5, 2010 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 the stand out is- Customer Impact (Customer Satisfaction measurements and results).
- 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 at StarAwards@tsia.com or
858-674-5491.
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