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TomTom Inc. Recognized for Call Center Customer Satisfaction Excellence by J.D. Power and Associates

Jan 07 2008

TomTom Inc. Recognized for Call Center Customer Satisfaction Excellence by J.D. Power and Associates

Concord, MA - January 7, 2008 -
TomTom, the world’s largest portable navigation solutions provider, today announced that it has been recognized for call center customer satisfaction excellence under the J.D. Power and Associates Certified Call Center ProgramSM. This distinction, the first of its kind in the portable GPS industry, acknowledges a strong commitment by TomTom’s US call center operations to provide “An Outstanding Customer Service Experience”.

According to J.D. Power and Associates, TomTom has surpassed the rigorous standards of the certification process, exhibiting a solid commitment to customer satisfaction. The TomTom call center operations handled more than 600,000 telephone, e-mail and fax interactions in 2007 from its call centers in Concord, MA and Watertown, NY. The call center operation successfully passed a detailed audit of its recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. In addition, J.D. Power and Associates also conducted a random survey of TomTom customers who recently contacted its call center. The evaluation criteria of the customer support representatives include courtesy; knowledge; concern for the customer; usefulness of the information provided; convenience of operating hours; ease of reaching a representative; and timely resolution.

“We are very pleased to be recognized as a leader in customer satisfaction with this prestigious award,” said Jocelyn Vigreux, President of TomTom Inc. “The certification of our call center by J.D. Power and Associates underscores the exceptional level of service and care we give our customers, and affirms the success we’ve had in making the TomTom customer experience as positive as it can be."

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

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