For the third consecutive year, Cengage has won the Customer Relationship Management Institute’s NorthFace ScoreBoard Award for top customer support. The award is based on feedback from customers—students, instructors and administrators—as measured by CRMI LLC, a recognized expert in developing and implementing customer and employee experience management strategy programs.
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“We’re honored to again receive this award as it underscores our customer-first mentality and ensuring that students and instructors get all the help the need to succeed,” said Jason Chin, SVP Service Experience, Cengage. “Our talented customer support team goes above and beyond every day, and their incredible work ethic was on full display this past spring when COVID-19 closed campuses across the U.S. Virtually overnight, they quickly helped faculty move more than 40,000 courses online and provided students with free access to our course materials and technology. These are services we always provide, but are ever-more important in the current, uncertain environment.”
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CRMI methodology measures customer satisfaction with services on a five-point scale in categories including technical support, field service, customer service, account management and professional services. More than 1,000 companies were invited to participate in the audit. Cengage was one of only 39 award recipients who achieved a 4.0 or above out of a possible 5.0. Cengage received a rating of 4.5 out of 5.0 (an equivalent of a 93.7% customer satisfaction rating).
Cengage Support Service’s award-winning team can be reached 24/7 via chat support, powered by Anna, an AI chatbot. Customers can also always connect to an expert or live agent.
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