1-800 CONTACTS Achieves Recognition From J.D. Power and Associates for Call Center Service Excellence

1-800 CONTACTS Achieves Recognition From J.D. Power and Associates for Call Center Service Excellence
Attains Highest Overall Satisfaction Score Ever Recorded

J.D. Power and Associates has recognized 1-800 CONTACTS as a certified call center after recording the highest customer service rating ever achieved in the history of their call center certification program.

J.D. Power notified 1-800 CONTACTS, INC. (NASDAQ: CTAC) of the results in a five-page report based on evaluations with more than 400 callers between March 6 and 29.

According to J.D. Power and Associates, survey results show 1-800 CONTACTS’ overall satisfaction index score far exceeded the passing score necessary for certification. In fact, it was the highest index score achieved in the history of the call center certification program.

1-800 CONTACTS recently participated in the survey to obtain feedback from the certification process and to gauge itself with respect to other call centers throughout the country. J.D. Power and Associates is known worldwide for its customer satisfaction research in the automotive industry but conducts rigorous certification programs across many businesses — from automotive and finance to retailing and healthcare. In the process, the opinions of millions of consumers and companies are researched. According to J.D. Power all of its marketing research results are based solely on responses from consumers and business-to-business customers who have used the products and services. Award rankings are in no way influenced by the opinion of the firm or its staff.

The backbone of 1-800 CONTACTS’ operation is its 320-person call center, half of which work at home. These highly motivated team members are a key reason why the company has been selected for the Utah Governor’s prestigious Work/Life Award for four consecutive years (2003-2007) and by Utah Business magazine as “The Best Company to Work For” three consecutive years in a row. 1-800 CONTACTS has one of the lowest turnover rates in the call center industry and is a model for the best way to reward and retain top employees.

Jonathan Coon, Chief Executive Officer, said, “We are honored and proud of this accomplishment. Like many service companies across the country, we’ve made customer service a priority. While it has become commonplace in corporate America to say that customer service is important, at 1-800 CONTACTS this has been a fundamental focus since our founding in 1995. It is especially satisfying to achieve the score we did given the stable of quality call centers in the J.D. Power and Associates certification program.”