Did you hear? Last week, IdentityForce was named a 2017 Silver Stevie Award Winner for Customer Service Department of the Year. “This level of recognition is integral for our business, as we work hard every day to build and maintain the highest standards around service delivery,” explained our CEO Steven Bearak.” As the pervasive nature of identity theft expands globally, we recognize the necessity to protect consumers, businesses, and government agencies with world-class identity theft protection. We are committed to providing the very best in customer service to meet all of our members’ needs whenever and wherever they need us.”
This is an exciting time at IdentityForce, where we continue to make tremendous strides around product innovation (more on that soon!), sales and marketing, customer service, and increased expansion into new markets. For now, let’s take a step back and look at the past year or so to understand more about how we got here.
Survey Says: Your Identity Protection
is Personal to Us
IdentityForce’s customer-centric approach has made us a trusted partner by organizations and individuals for nearly four decades. In 2016, we maintained our A+ Better Business Bureau rating, and had record revenues and significant expansion in the high-tech, financial services, telecommunications, and government sectors.
Our goal is to consistently create a connected, high-touch customer experience, and last November 2016, we completed our annual survey to hear from the frontline, our members, on how we are doing.
The Annual IdentityForce Member Survey addressed factors including ease of set-up, call response time, general satisfaction, overall customer support team knowledge, and recovery and restoration processes. Key metrics from the survey, listed below, are the result of a 12% response rate and demonstrate the high level of engagement of IdentityForce’s support team and consumer membership:
- 95% Customer Satisfaction Rating
- 98% Customer Retention Rate
- 100% Recovery Success Rate in relation to a stolen identity event
IdentityForce attributes its record sales growth to our emphasis on a high-level of customer satisfaction. Last year, we achieved 43% growth in sales YOY driven by both renewals of major partnerships coupled by new customer engagements. Further, IdentityForce’s consumer and employee benefit members both grew by 40%.