SYSTEMS
J.D. Power reports: Sun Microsystems recognized for excellence
Sun Microsystems has been recognized under the J.D. Power and Associates Certified Technology Service and Support (CTSS) Program. This distinction acknowledges Sun Microsystems for delivering outstanding technology service and support in North America. 
Jointly developed by J.D. Power and Associates and the Service & Support Professionals Association (SSPA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in customer service. The certification also helps customers identify companies that have demonstrated excellence in customer service. “Sun Microsystems has passed extremely rigorous standards, and earning this certification demonstrates the company’s dedication to providing customers with the highest level of service and support,” said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates. “In particular, Sun Microsystems support customers give particularly high ratings in customer satisfaction and loyalty, indicating that Sun Microsystems clearly understands the importance of meeting the needs of their customer base by supporting a successful service and support organization.” To achieve certification, an organization must perform within the top 20 percent of customer satisfaction scores among companies nationwide that offer technology support, which is based on extensive technology industry benchmark customer satisfaction research conducted by J.D. Power and Associates. Certification is valid for one year. The organization must also pass an audit of its support policies and procedures. J.D. Power and Associates evaluated Sun Microsystems on its assisted service over the phone, non-assisted Web knowledgebase and self-help service programs, as well as its onsite field service. Onsite audits were conducted at support locations in North America. Customer satisfaction data was collected from customers of Sun Microsystems to evaluate core, assisted, non-assisted, outsource and field service. In addition, Sun Microsystems passed a detailed audit of its service and support business processes on a wide range of industry best practices criteria—business strategy; talent management; tools and technology—as well as components of its service delivery and other key service metrics. “Achieving the prestigious J.D. Power and Associates CTSS certification demonstrates that Sun Microsystems’ support is world-class,” said Tom Pridham, senior vice president of Advanced Programs for SSPA. “Sun customers can be assured that the technical support provided by Sun meets the highest commitment for providing an outstanding service and support experience. We are delighted to add Sun Microsystems to a growing list of companies committed to demonstrating technical support excellence.” “The CTSS certification stands out as a true benchmark in the industry for high customer service due to both its association with the J.D. Power and Associates brand and the many steps that must be achieved in order to obtain it,” said Mary Cay Kosten, vice president of Customer Services-Americas for Sun Microsystems. “J.D. Power and Associates has long been trusted for its expertise in assessing quality and customer satisfaction—things that have always been core to Sun’s value proposition. Sun’s CTSS achievement sets a bar in our industry that only a select few have attained.”
Jointly developed by J.D. Power and Associates and the Service & Support Professionals Association (SSPA), the program evaluates overall customer satisfaction and helps technology support organizations increase their efficiency and effectiveness in customer service. The certification also helps customers identify companies that have demonstrated excellence in customer service. “Sun Microsystems has passed extremely rigorous standards, and earning this certification demonstrates the company’s dedication to providing customers with the highest level of service and support,” said Jonathan Brookner, director of the call center certification program at J.D. Power and Associates. “In particular, Sun Microsystems support customers give particularly high ratings in customer satisfaction and loyalty, indicating that Sun Microsystems clearly understands the importance of meeting the needs of their customer base by supporting a successful service and support organization.” To achieve certification, an organization must perform within the top 20 percent of customer satisfaction scores among companies nationwide that offer technology support, which is based on extensive technology industry benchmark customer satisfaction research conducted by J.D. Power and Associates. Certification is valid for one year. The organization must also pass an audit of its support policies and procedures. J.D. Power and Associates evaluated Sun Microsystems on its assisted service over the phone, non-assisted Web knowledgebase and self-help service programs, as well as its onsite field service. Onsite audits were conducted at support locations in North America. Customer satisfaction data was collected from customers of Sun Microsystems to evaluate core, assisted, non-assisted, outsource and field service. In addition, Sun Microsystems passed a detailed audit of its service and support business processes on a wide range of industry best practices criteria—business strategy; talent management; tools and technology—as well as components of its service delivery and other key service metrics. “Achieving the prestigious J.D. Power and Associates CTSS certification demonstrates that Sun Microsystems’ support is world-class,” said Tom Pridham, senior vice president of Advanced Programs for SSPA. “Sun customers can be assured that the technical support provided by Sun meets the highest commitment for providing an outstanding service and support experience. We are delighted to add Sun Microsystems to a growing list of companies committed to demonstrating technical support excellence.” “The CTSS certification stands out as a true benchmark in the industry for high customer service due to both its association with the J.D. Power and Associates brand and the many steps that must be achieved in order to obtain it,” said Mary Cay Kosten, vice president of Customer Services-Americas for Sun Microsystems. “J.D. Power and Associates has long been trusted for its expertise in assessing quality and customer satisfaction—things that have always been core to Sun’s value proposition. Sun’s CTSS achievement sets a bar in our industry that only a select few have attained.”