eCornell Named Most Customer-Friendly Company
Technology and business leaders award eCornell the Gold at 2011 Best in Biz Awards.
ITHACA, NEW YORK, November 14, 2011 -- eCornell has been named "Most Customer-Friendly Company" at the 2011 Best in Biz Awards, the only US business award judged by the press and industry analysts. Judges awarded eCornell the Gold for its "demonstrated customer satisfaction and customer support success rates."
eCornell's business model is built around providing a superior student experience, so students are surveyed at critical points in their interaction with eCornell, including help desk inquiries and upon completion of each course. This survey data enables the company to refine programming and to tailor business practices to best serve customers.
eCornell attributes its high customer satisfaction ratings to a closed-loop approach to service: eliciting feedback from students, measuring their satisfaction, and responding quickly and effectively.
At key touch points like Help Desk inquiries or upon completion of a course, eCornell asks how it's doing. For example, some 2011 findings include:
· 94.5% of students are completely satisfied with eCornell's Help Desk.
· Students rate the likelihood that they'd recommend eCornell to friends and colleagues at 9/10.
· Applicability of the course to their current or desired jobs scored a 9.7/10.
eCornell's online instructors receive on average a 4.6 out of 5 for overall performance, including responsiveness, knowledge, facilitation and availability. eCornell's corporate customer contract renewal rate is better than 90%.
Over the last 3 years, eCornell has won seven Best of E-Learning! Awards across several categories. These awards are unique in that they are the only reader's choice awards, with all votes being cast by students.
Winners of Best in Biz Awards 2011 were determined by scores from a panel of judges from top-tier business and technology publications, as well as analyst firms.
"We're honored to have received the Gold for customer service," said Chris Proulx, CEO of eCornell. "It is certainly rewarding to be recognized by so many prominent figures in the business and technology community. Our formula for customer service is entirely geared toward the professional fulfillment and long-term success of our students, and we love being able to positively impact people's lives in this way."
For a full list of Gold, Silver and Bronze winners in Best in Biz Awards 2011 visit www.bestinbizawards.com.
eCornell, a wholly-owned subsidiary of Cornell University, provides many of the world's leading organizations with online professional and executive development in the areas of leadership and management, human resources, financial management, healthcare, marketing and hospitality management. eCornell's proven course development model and asynchronous instructor-led course delivery provide for engaging, rigorous and interactive learning. The company has delivered over 120,000 courses to more than 35,000 students in almost 200 countries. For more information visit www.ecornell.com/enterprise (enterprise buyers) or www.ecornell.com (small groups and individual students).
About the Best in Biz Awards
The Best in Biz Awards recognize top companies, teams, executives and products for their business success as judged by established members of the press and industry analysts. Best in Biz Awards honors are conferred in two programs covering the United States and EMEA (Europe, Middle East and Africa), respectively. Any organization from any industry in the awards program's region boasting demonstrated success can enter any of the more than 40 company, department or team, executive and product categories. For more information visit www.bestinbizawards.com.