MARSHFIELD — Security Health Plan of Wisconsin, Inc., has received two service quality awards, including its fifth consecutive world class customer experience certification, for 2020 from Service Quality Measurement (SQM), a leading North American research firm that specializes in customer service improvement.
The awards will be presented virtually in May at SQM’s 22nd Annual Customer Service Best Practices Conference. SQM benchmarks more than 500 contact centers annually and has been conducting customer experience surveys since 1996.
Security was also awarded the highest customer service chat channel award after upgrading its online members-only secure website in 2020. The organization also earned three best practice awards in the following categories: web self-service, continuous improvement process and escalation support.
The awards are based on member responses on surveys asking about their service experience, resolution of their issues and satisfaction with their interactions with Security Health Plan. Security Health Plan began implementing after-call surveys regarding member phone calls in October 2015. SQM contacts Plan members within 24 hours of their customer service call to complete a survey. The feedback received from members is used to improve call center operations as well as other operational areas focusing on first call resolution.
Achieving industry-leading customer service is the result of more than five years of hard work by the Health Plan’s customer service representatives, said Sara Foemmel, vice president of operations at Security Health Plan.
“Our members continue to be our top priority. Receiving this recognition affirms that we take our members’ feedback to heart and continuously work to provide them with an outstanding experience,” Foemmel said. “I’m proud of our customer service team for their focus on making sure our members have a positive experience while also getting their questions addressed.”
Ken Baur, director of member experience who oversees the Customer Service Department, said the awards reflect exemplary effort by all staff on the team. He added that the challenge to continuously improve has become an ongoing focus of the Plan’s entire culture.
“This recognition demonstrates to our members that we are truly committed to continually improving every avenue of customer service. It is our members who enjoy the benefit of these results. We give our members our full attention, and they know we will do everything in our control to ensure their experience feels right.”