J.D. Power and Associates Reports: Oracle(R) Recognized for Excellence in Certified Technology Service and Support Program24 January 2006
J.D. Power and Associates and the Service and Support Professionals Association (SSPA) announced today that Oracle(R) has achieved certification under the J.D. Power and Associates Certified Technology Service and Support(SM) program. This distinction recognizes Oracle for delivering outstanding technology service and support for its enterprise database and business application product lines to its North American customer base.
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Jointly developed by J.D. Power and Associates and the SSPA, the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in customer service. The certification will also help consumers identify companies that have demonstrated customer service excellence before selecting what products to purchase.
To achieve certification, an organization must attain customer satisfaction scores among the top 20 percent of firms nationwide offering technology support, based on J.D. Power and Associates' extensive technology industry benchmark customer satisfaction research. The organization must also pass an expert audit of its support policies and procedures. Certification is valid for one year.
J.D. Power and Associates evaluated Oracle on its assisted service, including phone and e-mail, as well as their non-assisted Web knowledge base and self-help service programs. On-site audits were conducted in North America and Asia. Customer satisfaction data was collected from customers who recently took advantage of Oracle's support services.
"Oracle has passed extremely rigorous standards, and earning this certification demonstrates the company's dedication to providing enterprise customers with the highest level of service and support," said Vafa Akhavan, executive director at J.D. Power and Associates. "Customer satisfaction and loyalty ranked extremely high in our evaluations, indicating that Oracle clearly understands the importance of meeting the needs of their customer base by supporting a successful service and support organization."
Oracle passed a detailed audit of its service and support business processes on a wide range of industry best practices criteria, including: business strategy; talent management; tools and technology, as well as all components of its service delivery and other key service metrics.
"The accomplishment of this certification reflects the tremendous commitment required of a company's service and support organization and underscores the importance of service and support to the bottom line," said Bill Rose, founder and executive director of SSPA.
"As a company, we strive to deliver a superior ownership experience to our customers and we are determined to become the industry benchmark for outstanding customer support," said Juergen Rottler, executive vice president, Oracle Support and Oracle On Demand. "The certification is recognition of our commitment to excellence and our continuous efforts to innovate and improve the high-level of service delivered by Oracle's customer support teams."
J.D. Power and Associates is currently evaluating technology service and support organizations across the industry to determine if they are eligible for certification. To date, HP North America Consumer Products Division and Internet Security Systems (ISS) have also been earned the CTSS certification.
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 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 is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education and BusinessWeek. The Corporation has more than 300 offices in 40 countries. Sales in 2004 were $5.3 billion. Additional information is available at http://www.mcgraw-hill.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, 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 http://www.thesspa.com.
Media Relations Contacts:
John Tews Ann Reichert
Director, Media Relations Director of Marketing
J.D. Power and Associates SSPA
(248) 312-4119 (858) 674-5491
john.tews@jdpa.com areichert@thesspa.com
Letty Ledbetter
Senior Director, Public Relations
Oracle
(650) 506-8071
letty.ledbetter@oracle.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com
Source: prnewswire
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