The 2018 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 demonstrate a strong commitment to putting customers first.

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

The Process

Pivot Group (Pivot) serves as an independent third party research firm to follow-up on the customer experience provided by telecommunications and broadband service providers. Each year, roughly 20,000 customers are surveyed about the installation and repair experiences they have received from 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 from 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 Pivot or this award program, please contact Pivot Group’s research manager at getinfo@askpivot.com.