Crawford Contractor Connection contact center receives J.D. Power certification for fifth consecutive year
Contractor Connection, a division of Crawford & Company, and the largest independently managed property repair network with more than 6,000 general and specialty contractors servicing the insurance industry has been recognized for the fifth consecutive year for providing “An Outstanding Customer Service Experience” for phone support under the J.D. Power 2020 Certified Customer Service Program.
The J.D. Power Certified Customer Service Program certification acknowledges a strong commitment by the Contractor Connection team to provide “An Outstanding Customer Service Experience.” To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass the integration of Voice of the Customer and Voice of the Employee insights into business operations. In addition, as part of its evaluation, J.D. Power conducted a random survey of Contractor Connection customers. Receiving the certification requires the contact center to perform in the top 20 percent of resulting customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.