SONTIQ™ WINS 2020 GOLD STEVIE® AWARD FOR CUSTOMER SERVICE DEPARTMENT OF THE YEAR
Judges Praise Sontiq for “Impressive” and “Proactive” Approach to Continuously Listening and Rapidly Responding to Customer and Member Needs, for Consumers of both the EZShield and IdentityForce Platforms
March 4th, 2020
Sontiq, an enterprise high-tech security and identity protection company, today announced it has won a Gold Stevie® Award for Customer Service Department of the Year in the Consumer Products & Services category. More than 2,600 nominations from organizations in 48 nations of all sizes and in virtually every industry were evaluated in this year’s Stevie Awards for Sales & Customer Service competition.
“We are so honored to have earned a coveted Gold Stevie Award for the world-class services our Customer Service and Support team delivers to our members, customers, and partners every day,” said Angela Murphy, Chief Operating Officer at Sontiq. “It’s no longer a matter of if, but when, your personal or business information will be compromised by a cyber thief or scammer — and recent news shows that everyone, even celebrities, are at a high risk. Our team takes tremendous pride in delivering excellence in everything we do, and at Sontiq, we truly believe that owning an identity is a serious responsibility.”
Sontiq’s Customer Service and Support team is also focused on ensuring that the customer feedback loop is closed, while converting the customer voice into frontline action. The company’s Net Promoter Score® (NPS) is a perfect example. Using a traditional NPS model, Sontiq separates its customers into three groups — promoters, passives, and detractors — enabling an immediate understanding of where there is a positive customer experience or where there was a point of failure, and why. The company’s NPS is 77, which is considered excellent; the average NPS score in its industry ranges between 20 and 30. Sontiq’s Customer Satisfaction (CSAT) score was a 9.4/10 through the end of 2019. Both NPS score and CSAT were calculated based on nearly 3,000 surveys completed in 2019.
The news of the Gold Stevie win is on the heels of Sontiq being named as the “Best in Class” provider in the 2019 Identity Protection Service Provider Scorecard published by research and advisory firm Javelin Strategy & Research, where resolution capabilities is one of the evaluation categories.
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.
Sontiq, headquartered in Nottingham, Maryland, is a high-tech security and identity protection company arming businesses and consumers with award-winning products built to protect what matters most. Sontiq’s brands, EZShield and IdentityForce, provide a full range of identity monitoring, restoration, and response products and services that empower customers to be less vulnerable to the financial and emotional consequences of identity theft and cybercrimes. Sontiq is a portfolio company of the Wicks Group. Learn more at www.sontiq.com or engage with us on Twitter, Facebook, LinkedIn, or YouTube.