The Award for Customer Experience Excellence

The 2017 Award for Customer Experience Excellence is the only national customer satisfaction measurement program focused on the experience provided by independent U.S. telecommunications and broadband providers.

Pivot Group (Pivot) is an objective third party national research firm that collects the data and provides awards based on merit. By participating in Pivot’s customer experience call back program, companies are already demonstrating a strong commitment to putting customers first.

The award program honors the top performing companies who are providing a superior level of customer service as judged by customers themselves.

The Process

Pivot Group (Pivot) serves as an independent third party research firm to follow-up on the customer experience provided by their respective service providers. Each year, roughly 20,000 customers are surveyed about the installation and repair experiences they have with their local providers. To ensure the most accurate data is received, Pivot collects this data on a monthly basis. To respect customer privacy, the customer ratings and comments are kept confidential. Findings are provided to participating companies in aggregate (summary form) so they can identify what they are doing well and what can be improved. To identify top performers, Pivot analyzes the results across hundreds of communities across the country and creates benchmarks for award purposes.

About Pivot

Pivot is a national research firm based out of Portland, Oregon with clients located across the country. The company has deep experience in customer satisfaction and opinion research and conducts studies for companies, non-profits, government bodies and associations. If you have questions about the Pivot or this award program, please contact Pivot Group’s research manager at getinfo@askpivot.com.