NEXCO EAST Customer Center has won the highest rating "3 stars" for the third consecutive year
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- NEXCO EAST Customer Center has won the highest rating "3 stars" for the third consecutive year
September 24, 2014
NEXCO EAST Customer Center gave the highest rated "3 star" certificate for 3 consecutive years (2012-2014) in the "Inquiry counter (telephone) rating" survey conducted by HDI-Japan (Help Desk Association) A year)!
- Out of a total of 1,400 large companies in the past, only 3% are 3%
- Only the past 10 companies have won the highest-rated “three star” certificate for three consecutive years (as of the end of August 2014).
In the rating survey, each of the five items in quality (quality) evaluation and performance (actual) evaluation is examined (4 points each), and the average score of quality evaluation and performance evaluation is 3.5 points or more. ★)
Inquiry window (telephone) Rating evaluation item
| Quality evaluation | ||||
|---|---|---|---|---|
| (1) Service system | (2) Communication | (3) Response skills | (4) Process (Corresponding processing procedure) |
(5) Difficult response |
| Performance evaluation | ||||
|---|---|---|---|---|
| (1) Average response speed | (2) Call abandonment rate | (3) Call time | (4) First contact Resolution rate |
(5) Customer satisfaction |
We accept that this “three-star” certificate for three consecutive years has been praised for the fact that each and every staff member has responded to customer needs and has been able to respond smoothly and carefully.
NEXCO EAST will continue to put the customer first, and will continue to strive to provide safe, secure, comfortable and convenient Expressway spaces.
About HDI
HDI (Help Desk Association) is the world's largest member organization for IT support services and has established the world's first international certification system. HDI was established in the United States in 1989, and the Japanese chapter was established in 2001 in response to the request of the Japanese support service industry.Since 2006, the domestic contact center rating survey has begun and a total of 1,400 companies have been established so far. Are investigating.
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