Wolters Kluwer Health Wins NorthFace Award Again
The company's customer support received the 2025 NorthFace ScoreBoard Service Award for the 15th consecutive year.
Updated on Nov. 2, 2026 in Professional Services
Wolters Kluwer Health received the 2025 NorthFace ScoreBoard Service Award for the 15th consecutive year, recognizing customer support services provided through its Ovid and Lippincott platforms. The award is determined by the Customer Relationship Management Institute based on annual customer satisfaction surveys.
Why it matters
The recognition reflects sustained customer satisfaction ratings for a professional information services provider serving users across the United States. Its scores are measured against an industry benchmark that places most customer support operations well below its results.
Wolters Kluwer Health's customer support recorded a Net Promoter Score of 81, compared with an industry average below 40, and a ScoreBoard Index rating of 4.8 out of 5. The extraction does not disclose the survey sample size or the full evaluation methodology used by the Customer Relationship Management Institute.
The players
Wolters Kluwer Health
A health information division of the Dutch multinational Wolters Kluwer, which provides clinical decision support and professional learning tools to healthcare professionals through platforms including Ovid and Lippincott.
Customer Relationship Management Institute
The organization that administers the NorthFace ScoreBoard and determines customer service scores annually based on satisfaction surveys and evaluations.
Brian Krasner
Vice President of customer service at Wolters Kluwer Health, responsible for the company's customer support operations.
The details
The Customer Relationship Management Institute determines the scores annually from customer satisfaction surveys and evaluations. The assessment covers technical support, field service, account management, professional services, customer training, and depot repair, and evaluates practices related to respect, employee empowerment, and trust.
Timeline
• 2000: The NorthFace ScoreBoard Service Award was established by Customer Relationship Management Institute LLC.
• 2025: Wolters Kluwer Health received the award for the 15th consecutive year.
Market Landscape
The NorthFace ScoreBoard Service Award, established in 2000, has benchmarked customer service across technical support, field service, and professional services for more than two decades. Wolters Kluwer Health's 15 consecutive years of recognition place it among providers that have sustained scores well above the benchmark's industry average.
Customers of Ovid and Lippincott platforms interact with a support operation that has been independently rated for 15 straight years. Readers evaluating professional information tools can use such third-party satisfaction benchmarks when comparing vendor support quality.
The takeaway
When evaluating a service provider, look for independent satisfaction benchmarks rather than relying solely on the vendor's own claims. Sustained third-party recognition over many years is a stronger signal than a single annual result.
Further reading
Explore more professional services coverage for context on how service firms measure client satisfaction.
Source note: This article includes information reported by Knowledgespeak.
