Travel Guard North America Receives 2012 MarketTools ACE (Achievement in Customer Excellence) Award
Prestigious Award Recognizes Travel Guard for Third Straight Year for High Achievement in Customer Satisfaction and Improved Business Results
Stevens Point, Wisc. February 14, 2012 – Travel Guard (www.travelguard.com), a leader in travel insurance and assistance today announced that the company has won a 2012 MarketTools ACE (Achievement in Customer Excellence) Award. The accolade demonstrates Travel Guard's outstanding commitment to superior customer service. This is the third consecutive year Travel Guard has earned this award.
The MarketTools ACE Awards program certifies, acknowledges, and celebrates outstanding achievement in customer satisfaction, employee satisfaction, and/or partner satisfaction. Receiving a MarketTools ACE Award is a distinct honor that demonstrates the recipient's rigorous application of enterprise feedback processes and its outstanding performance as measured by those processes. Only a small percentage of MarketTools' clients, already a select group highly committed to customer, employee and partner satisfaction, qualify for the award.
Travel Guard earned the MarketTools ACE Award based on their customer feedback programs targeting customers around the globe. Customer surveys given to Travel Guard's assistance service and claims customers found that more than 80% of customers rate Travel Guard's service as an 8 or above in 2011. More specifically, 82% of claims customers rated Travel Guard at 8.6 in claims service, and 84% of direct customers rated Travel Guard's customer service at 9. The ranking is based on a scale of 1-10, with 10 being the highest.
"We are honored to have been awarded a MarketTools ACE Award for the third straight year," said Dean Sivley, President of Travel Guard North America. "This recognition is a testament to our commitment to build our reputation and success on exceptional customer-focused service and our partnership with MarketTools. While we're thrilled with this recognition, as exceeding our customers' expectations is at the heart of everything we do, rest assured we're not resting in our pursuit of achieving a perfect 10 in all categories. Regular, ongoing feedback from our customers is an invaluable tool to help us fine-tune how we deliver service and adjust processes to make sure the customer always comes first. Customers and those we hope to one day serve can trust in that."
In addition to travel insurance, Travel Guard provides a range of medical, travel, concierge and personal assistance services for its business and leisure clients. In 2011, the company handled more than 2.7 million calls from clients seeking customer service, medical assistance, travel assistance, concierge and security services.
"We are delighted to recognize Travel Guard as a leader in applying the knowledge gained from its voice of the customer program to improve overall business results," said Scott Arnold, President and CEO of MarketTools, Inc. "We are proud that Travel Guard relies on MarketTools CustomerSat for its enterprise feedback management initiatives."