Awards & Recognition
Red Hat is pleased to announce recent industry recognition for its Global Support Services.
Red Hat's subscription model provides customers with the latest open source technology, improved features, security updates, and software and hardware certifications. It also includes access to unique knowledge and technical expertise from Red Hat's Global Support Services and engineering teams.
Red Hat launched the global Customer Portal in June 2010 to provide enhancements to its customer experience and subscription value, and updates were made in April 2011 to include new collaboration features and online user groups, a refreshed knowledge dashboard, and enhancements to collaborative content. Not stopping there, we are continuing to make enhancements so that we can ensure that we are providing an optimized subscriber experience, and we're proud that our efforts continue to get recognized.
In the words of Marco Bill-Peter, vice president of Global Support Services, "We've received excellent feedback on the portal from our global customer base and are pleased to be recognized."
- Association of Support Professionals Ten Best Web Support Sites Award Winner: Three Years Running!
Red Hat's global Customer Portal was recognized for the third year in a row by the Association of Support Professionals (ASP) as one of the top support websites in its "Ten Best Web Support Sites" competition. Red Hat was recognized in the Spring of 2011, 2012, and 2013 in the Open Division among other technology leaders, including Red Hat partner Cisco Systems.
This year's win builds on the accomplishments we've made of establishing a valuable online vehicle for delivering subscriber resources that goes beyond traditional support. Our number one objective is to earn the loyalty of our subscribers by delivering real value and the best experience possible through the Red Hat Customer Portal. We continued to build upon that mission by focusing on ease of use on the portal and concentrating on improvements like new support tools and product pages that provide personalized user experiences. These improvements are exceeding subscriber expectations and making it easy for subscribers to find the knowledge, tools, and resources they need to be successful—whether they are planning, deploying, or maintaining their Red Hat enterprise products.
ASP is an international membership organization for customer support managers and professionals, and its "Ten Best Web Support Sites" competition is a prestigious awards program that showcases the excellence in online service and support. Selected by a panel of judges with expertise in web support design and implementation, winners were evaluated through a scoring system based on 25 separate performance criteria. Key criteria included overall usability, design and navigation, knowledgebase and search implementation, interactive features, and customer experience.
“More than 35 sites were reviewed to determine the ten best sites this year," said Al Hahn, executive director of the Association of Support Professionals. "For Red Hat to be recognized this year as well as the previous two years speaks to the ongoing commitment Red Hat is making to deliver a superior customer experience with an innovative and dynamic customer portal. Congratulations to Red Hat for being named to ASP's 'Ten Best Web Support Sites' list."
- HDI Team Excellence Awards Finalist
In March 2011, Red Hat's Global Support Services team was named a top-three finalist in the HDI Team Excellence Awards in recognition of the support leadership Red Hat delivers to its global enterprise customers.
The HDI Team Excellence Awards program honors the IT service and support professionals who have most enhanced the image of the support services profession by setting and achieving the highest standards of excellence in customer support. Submissions for the award are judged on criteria that include how the support team complements the company's mission, the nature of support and how the support group is organized, how the support team measures customer satisfaction, and new processes or procedures that have been rolled out within the last 12 months.
"The top three finalists of HDI's Team Excellence, in either Internal or External, demonstrate to our support industry peers that the teams have achieved high levels of excellence in the three categories of people, process, and technology, making Red Hat a leading-edge company in the support industry," said Sophie Klossner, executive director of Membership at HDI. "Because of the history of HDI's Team Excellence award winners and the quality of teams they represent, Red Hat is joining an elite group of companies that share in the excellence they have developed through their support teams, generating through their entire organization."
- Computerworld Singapore—Customer Care Award, Open Source Software
The Customer Care Awards salute the nation's best providers of pre- and post-implementation consulting, support, and maintenance work in the area of information and communication technology (ICT) as chosen by their customers. Read more about the award here.
- Red Hat JBoss Middleware—Number 1 in Customer Satisfaction for the 5th Year in a Row
Every year, we commission independent research firm Velociti Partners to initiate a survey comparing Red Hat customer service with some of our key competitors, and every year, we are excited about the results. The year 2011 was no exception. For the fifth year in a row, Red Hat customers ranked Red Hat JBoss Middleware as Number 1 for customer satisfaction.
Read more about the Velociti survey here.