HP Receives Two Service and Support Industry Awards; Inducted into Association Hall of Fame
PALO ALTO, Calif., April 14, 2006, HP has received two STAR Awards for Best Practices from the Service & Support Professionals Association (SSPA) and was consequently inducted into the SSPA Hall of Fame for winning its fifth award.
The STAR Awards are the only service and support industry award from a professional association dedicated to serving industry professionals.
The SSPA awarded HP consumer service and support with the “Self-Service” and “Growing the Business” awards. The awards highlight HP’s outstanding customer support and service through HP Total Care, HP’s consumer service and support program. HP Total Care also was recently recognized by J.D. Power and Associates for consistently providing “An Outstanding Customer Service Experience.”(1)
HP won the Self-Service award as its best practice resulted in the most improvement in customer self-service use, success rates and other areas such as case/call reduction and customer satisfaction. The Growing the Business award was presented to HP for using best practices in meeting customer needs for additional services, defining new product features and strengthening customer relationships.
The Hall of Fame induction - a lifetime achievement that has been reached by only 10 companies in the association’s history - is a special recognition for companies that have won five SSPA STAR Awards since the program’s inception in 1989. In 2005, HP won in the category of Leveraging Customer Feedback. HP won the WebSTAR and High Call Volume categories in 2004, becoming the first company to win twice in one year. In 2001, HP won in the Sustained Performance category.
“Customers deserve a service and support program that takes their needs into consideration and offers tools and features based on those needs,” said Bob Weis, vice president, Customer Operations - Americas, HP. “Winning two STAR Awards and being inducted into the Hall of Fame validates our ongoing efforts to provide our customers with innovative and efficient service and support offerings.”
The SSPA STAR Awards for Best Practices recognize companies for developing, implementing and benchmarking the most innovative and efficient processes for service and support delivery in seven categories. Companies seeking this award must pass through a rigorous review by a select industry committee, providing specific baseline data, a detailed description of the process, performance metrics, returns and benefits, and other information about what makes their best practice unique.
“This year included an outstanding collection of best practices applicants, creating a remarkable competition. The innovative processes being utilized within service and support organizations across the board continue to advance their capacity to deliver world-class customer service,” said Bill Rose, founder and executive director, SSPA. “HP’s induction into the Hall of Fame solidifies their status as a top performer in the area of customer service and support.”
Founded in 1989, the Service & Support Professionals Association is the leading advisory, community and education trade group for the global tech support industry. SSPA’s core constituents are the executives and managers responsible for service and support operations, and overall customer relations, at the world’s leading technology companies.
HP is a technology solutions provider to consumers, businesses and institutions globally. The company’s offerings span IT infrastructure, global services, business and home computing, and imaging and printing. For the four fiscal quarters ended Jan. 31, 2006, HP revenue totaled $87.9 billion. More information about HP (NYSE, Nasdaq: HPQ) is available at http://www.hp.com.
(1)J.D. Power and Associates Certified Technology Service and Support ProgramSM, developed in conjunction with the Service & Support Professionals Association. For more information, visit www.jdpower.com or www.thesspa.com.
This news release contains forward-looking statements that involve risks, uncertainties and assumptions. If such risks or uncertainties materialize or such assumptions prove incorrect, the results of HP and its consolidated subsidiaries could differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements, including but not limited to anticipated operational and financial results; statements of expectation or belief; and any statement of assumptions underlying any of the foregoing. Risks, uncertainties and assumptions include the achievement of expected results and other risks that are described from time to time in HP’s Securities and Exchange Commission reports, including but not limited to the risks described in HP’s Quarterly Report on Form 10-Q for the fiscal quarter ended Jan. 31, 2006, and other reports filed after HP’s Annual Report on Form 10-K for the fiscal year ended Oct. 31, 2005. HP assumes no obligation and does not intend to update these forward-looking statements.
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