Johnson Health Tech Earns Second International Service Excellence Award
Posted: June 30, 2021 in Suppliers
Johnson Health Tech
COTTAGE GROVE, WI – For the second consecutive year, Johnson Health Tech (JHT) was awarded the International Service Excellence Award by the Customer Service Institute of America (CSIA). JHT was recognized in the Service Innovation category for two projects that streamline field service delivery in the commercial channel: the high level of serviceability design considerations introduced with the launch of the new Matrix Performance Plus Treadmill and the customer benefits delivered through the new Matrix Service Direct app.
The judging criteria for the International Service Excellence Awards is aligned with the International Customer Service Standard (ICSS), which provides a comprehensive and practical framework to assist organizations in delivering consistently high levels of service. This standard, based on the balanced scorecard methodology, reviews organizations to determine if the customer is the focus of the business and how that is supported through culture, processes, procedures, training, hiring practices and daily actions.
“We were humbled to be the first-ever fitness equipment manufacturer recognized for the International Service Excellence Award in 2019,” said Kyle Schweitzer, Senior Global Director of Customer Service for Johnson Health Tech. “But the validation that we were focusing on the right things only pushed us to be better. We’re currently in the middle of the global roll out of our Matrix Service Direct app, and we couldn’t be more excited about how this will enhance and streamline the service experience. Now our customers will be able to quickly request service, scan serial numbers and get real-time updates, all on their smartphones.”
Schweitzer was quick to emphasize that the launch of the app was far from the only service innovation underway at JHT. “We know that excellent customer service is just as much about the little things,” continued Schweitzer. “So, we’ve also upgraded customer self-service pages, added new how-to videos to our online database and relaunched our popular preventive maintenance program. It’s all part of continuously striving to exceed customer expectations.”
“Today’s businesses and consumers demand outstanding customer service, and the CSIA seeks to recognize those organizations that are rising to the challenge,” said Christine Churchill, Founder and CEO of the Customer Service Institute of America. “Through our audit process, it became very clear that Johnson Health Tech is investing in the tools, processes and people needed to be highly responsive and support their global customers in exceptional ways.”
Perhaps most importantly, JHT has innovated the way they serve customers in response to the COVID-19 pandemic. They’ve provided customers with facility reopening guides to ensure they’re aligned with the latest protocols, offered a free app with daily workouts to keep fitness facility members engaged while in quarantine, extended warranties to adjust for closures and even developed flexible payment terms with customers. “It’s been a tough time for everyone in the fitness industry,” said Schweitzer. “We felt like it was our responsibility to do everything we could for our customers so we could all come back stronger and more connected in the future.”
