Reliable Division Earns Four Awards in Benchmarking Study, Including World
Class Designation
ITASCA, Ill., Oct. 19 /PRNewswire/ -- OfficeMax(R) announced today that it
won the overall and retail industry awards for the Highest Contact Center
Industry Customer Satisfaction and the Highest First Call Resolution, scoring
the highest ever of any company, based on customer satisfaction surveys
conducted by Service Quality Measurement Group, Inc. (SQM). In addition,
OfficeMax earned the distinction of achieving World Class Customer
Satisfaction status. The recognition was awarded to OfficeMax's Reliable
division, the direct marketing channel of OfficeMax, primarily serving small
businesses with an average size of 1-20 employees.
To win the overall and retail Highest Contact Center Industry Customer
Satisfaction awards, 94 percent of OfficeMax's customers rated their overall
experience as "very satisfied," the highest score possible on SQM Group's
rating scale. The award for Highest First Call Resolution was based on 96
percent of those surveyed saying they were able to address their needs within
one call to customer service. OfficeMax scored the highest in those categories
of any company participating in the eight-year history of the SQM Group's
study.
"OfficeMax's Reliable division has achieved phenomenal results," said Mike
Desmarias, president and founder of the SQM Group. "They have been able to
build a consistent expectation of high-level customer service, which from SQM
Group's perspective, is the 'wow' factor of customer service."
SQM is recognized as the leading authority for the contact center industry
in the areas of measurement and management. In order to receive World Class
Customer Satisfaction status, a company must have 80 percent or more of its
surveyed customers rate their satisfaction with a recent customer service
center interaction as "very satisfied."
"We are thrilled that our customer service associates are providing the
perfect customer experience that we strive for," said Mary Dunnam, vice
president of customer service for OfficeMax. "Through these awards, our
associates have demonstrated the ability to listen and understand our
customers' needs and provide them with the kind of support that gives
customers an extremely satisfied feeling."
The survey methodology rated responses from approximately 400 randomly
selected customers of OfficeMax. They were asked to answer more than 30
questions related to key customer service center quality topics.
About OfficeMax
OfficeMax is a leader in both business-to-business office product
solutions and retail office products. OfficeMax delivers an unparalleled
customer experience -- in service, in product, in time savings, and in value -
through a relentless focus on its customers. The company provides office
supplies and paper, technology products and solutions, and furniture to large,
medium and small businesses and consumers. OfficeMax customers are served by
more than 40,000 associates through direct sales, catalogs, Internet and
nearly 1,000 superstores. Having joined with Boise Office Solutions, the
company had pro forma revenues of $8.3 billion in 2003. OfficeMax is a
division of Boise Cascade Corporation.
About Boise Cascade Corporation
Boise (NYSE: BCC), headquartered in Boise, Idaho, provides solutions to
help customers work more efficiently, build more effectively, and create new
ways to meet business challenges. We own or control more than 2 million acres
of timberland, primarily in the United States, to support our manufacturing
operations. Boise's annualized first half 2004 sales were $13.9 billion. Visit
the Boise Web site at http://www.bc.com .
SOURCE OfficeMax
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Company News On-Call:
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CONTACT:
Bill Bonner of OfficeMax, +1-630-438-8584, or
Cari Trayner of Bader Rutter & Associates, +1-262-784-7200
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