KARL STORZ United States Achieves J.D. Power Certification Yet Again

Certification demonstrates an unwavering focus on customer satisfaction.

EL SEGUNDO, Calif.--(BUSINESS WIRE)--KARL STORZ United States is proud to announce that its Customer Support division has earned J.D. Power Certification for the 12th time—a remarkable achievement. During the certification audit, KARL STORZ received 36 out of 39 points and exceeded the Customer Satisfaction benchmark of 863, scoring an impressive 899 points—36 points above the benchmark.

“Our gold-standard performance reflects our dedication to creating exceptional customer experiences,” said Marian Favors, Executive Director of Customer Support Operations. “This accomplishment is a testament to our unwavering commitment to delivering world-class support.”

Being certified by J.D. Power signals to customers that a call center meets high standards of service quality. The certification process involves rigorous assessment against industry benchmarks, helping call centers identify areas for improvement and measure their performance against top competitors. It involves detailed surveys of customers along with expert assessments of key operational metrics. It can help drive continuous improvement across various service channels, including phone, digital, and self-service options. Overall, J.D. Power certification helps build a high-performing, customer-first culture within an organization.

As in past years, KARL STORZ US has been applying recommendations from the certification audit to further refine core processes and technologies. A key part of that will involve expanding the company’s self-service portal, which already enables customers to track orders, check pricing and inventory, review documents, initiate repurchases, and submit service requests. Ongoing upgrades will make common interactions such as these even more effortless.

Ultimately, however, it is the human element that delivers a superior customer experience, according to Favors. “We hire the best people, train them with the best tools, and invest in their ongoing development,” she said, adding, “Our team consistently goes above and beyond, ensuring customers can focus on their life-saving missions.”

About KARL STORZ

KARL STORZ is an innovative leader in endoscopic technology and surgical imaging solutions across virtually all surgical specialties. Its integrated OR solutions, including advancements in digital surgery, enhance collaboration to improve clinical efficiency and outcomes inside the hospital and across other sites of care. With subsidiaries around the world, KARL STORZ is a family-owned company based in Germany that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness. For more information, visit www.karlstorz.com.