Ovid Technologies has announced that its North and South American Technical Services team has received certification as a "Center of Excellence" from BenchmarkPortal, which only 10% of companies that apply and undergo a rigorous assessment receive a "Certification of Excellence."

Part of the certifcation of excellence assessment looked at user surveys and technical support cases. BenchmarkPortal-administered a customer satisfaction survey, looked at account customer service ratings from Ovid-administered surveys, and thousands of technical support cases logged over the past year.

Some of the highlights include:

• 74.8% of customers rate Ovid customer service as outstanding (industry average = 44%)
• 68% of calls or emails are resolved with only one call to an Ovid support representative
• 85%, of calls or emails are resolved within the same business day (industry average = 5%)

I may have some criticisms about Ovid, but I have criticisms about almost every vendor/product I use because nobody/nothing is perfect. While I may not agree with some of the ways they handle their full text journals, you would have to pry Ovid Medline from my cold dead hands before I give it up.

So congratulations Ovid.