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ERT Recognized for World Class Excellence in Customer Service



3/12/2013 11:07:04 AM

PHILADELPHIA, PA – March 12, 2013 –– ERT, a leading global provider of high-quality patient safety and efficacy data collection solutions for use in clinical drug development, today announced it has been awarded Omega Management Group’s NorthFace ScoreBoard (NFSB) Award for consistently delivering outstanding customer service. The award is presented annually to companies who, as rated solely by their own customers, achieved excellence in customer satisfaction during the prior calendar year.

Omega’s proprietary NFSB Award methodology measures customer satisfaction and loyalty levels on a 5-point scale a minimum of four times during a calendar year. ERT received the award for achieving an average of 98% customer satisfaction throughout 2012 in the areas of project management, customer care, logistics, education & training, and data management.

“The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, President & CEO of Omega Group. “Our research indicates that companies that consistently achieve a 4.0 rating or above, which we call the ‘Loyalty Zone,’ are succeeding in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors. We are pleased to welcome ERT to this elite group of NFSB Award recipients.”

Over 180 of ERT’s customers indicated that ERT met or exceeded their expectations related to project timeliness, effectiveness, responsiveness, and overall quality of service. Survey respondents represented a diverse range of biopharmaceutical professionals, in the areas of clinical operations, data management, study management, and program management. Comments from respondents representing an emerging biotech and two of the world’s top 10 pharmaceutical companies mentioned that ERT is "(A) great team to work with in thinking and taking their time…They provide you with a custom solution," “Efficient and effective,” and “Prompt…delivers a quality product.”

"ERT is committed to providing world class customer service and investing in employee training, process improvements, and system enhancements that optimize our customer experience,” said Amy Furlong, Executive Vice President and Chief Operations Officer, ERT. “By continual analysis of key performance indicators and listening to our customers, we maintain a spirit of continuous improvement. While we are honored that our customers see us as a trusted partner, we are always implementing strategies to enable us to improve."

For more information on ERT’s award-winning solutions and services, visit http://www.ert.com/clinical-endpoints.

About ERT

ERT (www.ert.com) is a leading provider of high-quality patient safety and efficacy endpoint data collection solutions for use in clinical drug development. ERT delivers a combination of technology, services, and consulting that increase the accuracy and reliability of patient data and improve the efficiency of the clinical development process throughout the product lifecycle. ERT delivers the most widely deployed solutions in centralized cardiac safety, respiratory services, Suicidal Risk Monitoring (SRM), and Clinical Outcome Assessments (COA) – which includes patient, clinician, and observer reported outcomes. By efficiently integrating these solutions through a system built upon a scientific and regulatory foundation, ERT collects, analyzes, and delivers safety and efficacy data critical to the approval, labeling and reimbursement of pharmaceutical products. ERT is a global organization with headquarters in Philadelphia, PA and offices throughout the U.S., U.K., Japan, and Germany.


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