TomTom Customer Service Receives Award
Good news if you are a TomTom user, especially if you are one of the many thousands of new customers who might need a little help after getting a TomTom over the holidays. TomTom announced that it has been recognized for call center customer satisfaction excellence under the J.D. Power and Associates Certified Call Center Program. 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.
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."
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Posted by Scott Martin at January 7, 2008 9:24 PM
I had to deal with the (non-existent) TomTom customer service when I got my first device two years ago. Terrible experience.
Just called them today with an issue on my new ONE XL. Excellent experience!!
Guy I talked to said they revamped the whole customer service system because of the complaints they were getting on their blogs.
Good to know they are listening.
I must admit I have very bad experiences with TomTom's customer service - twice now. I had the TomTom Navigator - a good product. For various reasons I had problems, first with the installation and later on with the update of maps. The feedback was short and almost arrogant - and most importantly, didn't solve my problem, nor did it guide me in any direction as to where to find help or what to do. If you can, avoid TomTom's customer service - and if that is important to you, buy another product.
Their customer service must have improved significantly in the last six months.
I tried to upgrade my TomTom One through TomTom Home to the latest version of the operating system and it FAILED telling me that the version of the operating system was too old to upgrade. I only had it for 9 months.
I sent an email to customer support through the TomTom Home site and never heard anything back from customer support, not even an acknowledgement of receiving my question. As far as I am concerned, their customer service sucks and I have steered that anyone who wants a GPS unit away from TomTom.