Frequently Asked Questions
For entrants:
- How are the awards judged?
- When do the awards open/close?
- What do we win?
- Why is this award important to us?
- We do our own in-house surveys, why do we want to do this one?
- We already use a 3rd party for customer satisfaction surveys
- If we qualify for certification. how would we know?
- How long is the certification valid for?
- What exactly do we get if I get certified?
- If we don't get certified, do we find out why?
- Is this based on certain statistics?
- How do I encourage my customers to come to give-us-feedback.com?
- How soon after entering can I start the voting process?
- How do I receive my scores?
- Is there an award ceremony?
- Can I use the logos to show we are certified?
- How do I pay?
- If we enter 2 or more regions do we get awards / certified for each one?
- Can we print off the scores and feedback?
- How can I advertise this to my customers?
- Can our marketing agency enter on our behalf?
- Can we see who gave feedback?
- How do we receive the reports?
For buyers of industry solutions:- Is this a guarantee that the winners will provide outstanding service to me as a customer?
- I have received poor service from a winner, how can they win an award?
- How do I report poor service?
- How do we know you aren't giving every company certification?
- Is this a fair process?
- Will my comments be passed to the company I am giving feedback to or any other company?
Answers
For entrants:
How are the awards judged?
Awards are judged by your customers. You ask them to vote for you and they will score you based on a series of questions. We look at the total scores and base the final judging on scores.
When do the awards open/close?
Voting closes Oct 31st 2012
What do we win?
Winners receive the prestigious Members' Choice Awards for their category and region – this is one of the most respected awards in the world because its based on customer feedback. If you also receive a score of 80% or more from customers, you will also receive certification for Customer Satisfaction which allows you to proactively promote the fact you have been certified for your service – this is a major competitive differentiator.
Why is this award important to us?
Its critical in business today to win awards based on customer satisfaction when you operate in such a competitive marketplace. Customers demand service and there is no better way to demonstrate this with this award and possible certification.
- We do our own in-house surveys, why do we want to do this one?
You already know the value of measuring customer satisfaction. Participating in the Members' Choice Awards program adds value to your current initiatives by adding 3rd party validation, it's 100% unbiased, secure for customers to 'speak' their mind, easy to administer and run, and lastly, you have the opportunity of earning a certification award to showcase your customer satisfaction achievement.
- We already use a 3rd party for customer satisfaction surveys
There are some great service providers out there for sure. With our program you benefit from the possibility of earning certification or an award by a recognized industry leader.
- If we qualify for certification. how would we know?
If your scores are above 80% and you believe you have the required number, let us know, we will verify the information and, if everything is approved, we will validate your certification and let you know.
- How long is the certification valid for?
It's valid for the year in which it is received. However the fact that you won it in any one or more given years, is a testament to the value you place on customer satisfaction and is an endorsement of your ability to meet the needs of your customers.
- What exactly do we get if I get certified?
In addition to the stats you will receive, to help you continue to understand how you are perceived by your customers, you will receive a certificate and logo to use in marketing. We have plaques available at $95 plus shipping at cost. We are also creating banners that you can hang in your company and badges you can wear at trade shows and other events.
- If we don't get certified, do we find out why?
One of the valuable outputs of this program is the data. You will see how your customers score you across over 35 areas. The data is broken down by question and you will see where you are perceived as high or low by customers. This invaluable data will assist you in focusing your efforts to achieve higher levels of customer satisfaction and the opportunity to earn certification.
- Is this based on certain statistics?
Yes. The program is based on over 35 metrics that we survey your customers on. In addition, to earn certification you will need to meet the requirements in terms of the number of customers polled. This is based on a statistical formula to ensure a low margin of error.
- How do I encourage my customers to come to give-us-feedback.com?
There are tools built into the program to help you. You can use our email tool to advise customers you are in this program and you can directly approach them as well - we provide you with special links and ID's. You can also offer incentives such as prize draws and we will gladly select a winner for you randomly so that all your customers who voted can remain anonymous.
- How soon after entering can I start the voting process?
As long as your program is paid for and verified by ContactCenterWorld.com, you can start immediately.
- How do I receive my scores?
We have built an easy-to-use tool that shows you all the results graphically and all verbatim feedback is available in a summary format by question. You can print off the data to share with corporate executives and, if you elect for 2 or more surveys per annum, you will also be able to view trend analysis so you can see what may have changed in the eyes of your customers.
- Is there an award ceremony?
Yes, we present the Members' Choice Awards at our annual Top Raniking Performers (Best Practices) conferences
- Can I use the logos to show we are certified?
Absolutely. This is a valuable way to showcase your customer satisfaction performance.
- How do I pay?
You have 2 options with the program: There are 2 options for entry - FREE or PREMIUM. After you have entered the program you will have 30 days to decide which entry option you require allowing you to effectively trial the program for 30 days at no cost!
The FREE program allows you to enter. You will not receive full data analysis or the ability for certification, only entry into the Awards. The PREMIUM program covers full program access to data, the possibility for certification and awards. you pay one initial entry fee for the company which includes entry for a single region. If entering in more than one region you do not pay the full initial entry fee for the additional areas, instead a reduced fee for additional regions applies per additional area.
We will send you details of the PREMIUM option post registration. You are under no obligation to upgrade and can stay on the FREE program.
- If we enter 2 or more regions?
Yes. Certification is based by region so you will need to meet the minimum in each region to receive the respective certification.
- Can we print off the scores and feedback?
All participants on the premium program have access to their data.
- How can I advertise this to my customers?
You will receive a logo which you can add to all marketing materials, your website, even email signatures. You can send out press releases and direct them to review the podcast with your CEO on our site.
- Can our marketing agency enter on our behalf?
Yes, however they will need approval from you and they must also provide us with the details of their senior contact at your company.
- Can we see who gave feedback?
You will only see the aggregate scores and verbatim comments. You will not see individual scores under any circumstances. This ensures the integrity and confidentiality of the program.
- How do we receive the reports?
All participants on the premium program have access to reports. The reports are available to anyone you designate as an administrator of your program. They can check real time results and print out and share results for your executive board to review.
For buyers of industry solutions:
- Is this a guarantee that the winners will provide outstanding service to me as a customer?
Any company who displays an authentic and verifiable Certified Customer Satisfaction logo from ContactCenterWorld.com (a list is available on give-us-feedback.com) has demonstrated that at the time they were certified, they achieved the minimum standards. It is not a predictor of future behavior on the part of the company and we suggest that you continue to conduct all the typical due diligence activities as with any supplier.
- I have received poor service from a winner, how can they win an award?
The award is based on meeting 80% or higher in customer satisfaction which is deemed world class performance. We are sorry to hear about your personal experiences and would encourage you to use give-us-feedback.com to give them feedback. Unfortunately we cannot assist with any disputes.
- How do I report poor service?
Just give them feedback using the form on our site.
- How do we know you aren't giving every company certification?
Achieving certification is based on statistical models to ensure that there is a high confidence rating. To earn certification each company has to meet the minimum high standards.
- Is this a fair process?
Absolutely - it's based on feedback from customers and we have no influence in the process. Any company who meets these standards has proven they have satisfied customers.
- Will my comments be passed to the company I am giving feedback to or any other company?
Your scores and comments will be merged in with others for the same company so no one will be individually identified. Your data is kept confidential and only ContactCenterWorld.com, the awarding body will have your personal information and it will not be passed on to anyone.
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