The leading supplier of audiovisual and event technologies is hailed for its efforts to continually improve customer satisfaction
LONG BEACH, CALIF. — March 6, 2012 —PSAV® Presentation Services was presented with a Bronze Stevie® Award in the “Best Use of Technology for Customer Services” category in the sixth annual Stevie Awards for Sales & Customer Service held on February 27 at Caesars Palace in Las Vegas.
PSAV is an event technology provider in the hospitality and event planning industries. Partnering with hotel, resort, conference center, convention center and other properties where meetings and events occur, PSAV is the preferred, onsite provider of audiovisual support and event production at more than 800 locations worldwide. The company also operates regional branch offices/warehouses that provide key end-user clients with the services and equipment for meetings and events that do not take place at a PSAV-partnered location.
The Stevie Awards for Sales & Customer Service are the world’s top sales awards, contact center awards, and customer service awards. The Stevie Awards organizes several of the world’s leading business awards shows including the prestigious American Business AwardsSM and International Business AwardsSM. More than 350 nominated customer service and sales executives from the United States and several other countries attended. Presentations were broadcast live by the Business TalkRadio Network.
Survey Portal Earns Stevie
PSAV earned the Bronze Stevie Award for its Survey Portal Access solution. The SPA gives PSAV employees the data necessary to respond to customer concerns immediately, leveraging real time feedback for continual improvement.
“PSAV’s customer satisfaction program has been a tremendous success over the past six years, ” said Glen Adamik, PSAV Director of Corporate Communications.” Individual properties are ranked, as is the overall company, across several categories on customer satisfaction. Scores for the 3rd quarter of 2011 were the highest ever achieved since the program’s start more than seven years ago, with a general trend upward over the past five quarters since July 1, 2010.”
This Survey Portal has been the key driver in the improvement of the customer satisfaction results, ” he said. “It offers our onsite personnel and regional management monthly updates and quarterly customer service results on the quality of all aspects of PSAV services at our 600 + of PSAV-partnered hotel and branch locations throughout the United States and Canada. Locations directors are able to logon and view monthly and quarterly results, individual respondent results, and overall internal and external participation levels. ”
Additionally, Adamik said the portal has a mechanism by which regional management is notified via an urgent email when there is a sub-par response by a client who wishes to be contacted about an issue. This has led to client retention and improving the services offered at all operating locations. PSAV’s specific service metrics online portal reporting combined with real-time client engagement post-event has led to record high customer satisfaction scores and unprecedented client retention.
“We are honored that the judges recognized this customer service achievement, ” Adamik said. “We are extremely proud of the company’s overall performance and recognize the efforts of our onsite teams and customer service leaders for a job well done. PSAV is dedicated to remaining focused on customer service no matter what we do or where we go to support an event. ”
More than 1,000 entries from organizations of all sizes and in virtually every industry were submitted to this year’s competition, an increase of almost 30% over 2011. Finalists were determined by the average scores of 93 professionals worldwide, acting as preliminary judges. Entries were considered in 27 categories for customer service professionals, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; 38 categories for sales professionals, ranging from Senior Sales Executive of the Year to Sales Training or Coaching Program of the Year to Sales Department of the Year of the Year; and categories to recognize new products and services and solution providers.
More than 100 members of seven specialized judging committees determined Stevie Award placements from among the Finalists during final judging this year. Michael Gallagher, president and founder of the Stevie Awards, has this to say: “We were delighted to kick off our celebration of the 10th year of the Stevie Awards movement with the 2012 Stevie Awards for Sales & Customer, which is the first program in which we conferred Silver and Bronze Stevie Awards. It’s gratifying and inspiring to have received so many remarkable entries for this year’s competition.” Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.stevieawards.com/sales.