Market Overview

Extended Warranty Leader NEW Recognized for 'Best Use of Technology in Customer Service'


N.E.W. Customer Service Companies (NEW), the nation's leading provider of extended service plans, was presented with three Stevie® Awards, including one Gold Stevie Award in the “Best Use of Technology in Customer Service” category, in the sixth annual Stevie Awards for Sales & Customer Service held last Monday evening at Caesar's Palace in Las Vegas. Two Bronze Stevie Awards were presented to NEW in the categories of Contact Center of the Year (Over 100 Seats) and Customer Service Department of the Year in the “All Other Industries” category.

“We are thrilled that our outstanding customer service teams have been recognized with multiple awards,” said NEW's president and CEO Tony Nader. “Over the past three decades, NEW has been committed to investing in systems, people and processes to deliver an unparalleled, high-quality customer service experience for our customers.”

The Stevie Awards specifically applaud NEW's team of Command Center employees dedicated to managing the post-claim service experience. As customer advocates, their goal is to ensure that service levels are exceeded, parts are available and claims are fulfilled successfully. The NEW team also impressed judges by successfully implementing use of the Net Promoter Score (NPS), a cross-industry customer satisfaction metric that measures a company's performance based on the customer's propensity to recommend the service to a friend or colleague. In July, the team hit an all-time record high with this metric that met expectations well above the industry average.

“By leveraging technology to provide customer service teams with real-time access to product and claims information — to support any customer's inquiry at any time of the day or night 365 days a year — we've been able to keep customers happy and generate increased brand loyalty for retail partners,” added Nader.

The Stevie Awards for Sales & Customer Service are the world's top sales, contact center and customer service awards. A team of 93 business professionals from around the world judged this competition and made their selections from more than 1,000 global entries.

In January at the 2012 International Consumer Electronics Show, NEW announced the launch of its new industry mobile app, ServiceBenchSM Mobile, to aid repair professionals during in-home service events. By acting as a real-time status tool, the new mobile application allows servicers to log their daily service events as they happen, thereby increasing NEW's visibility into the customer repair cycle.

About N.E.W. Customer Service Companies, LLC (NEW)

NEW, together with its affiliates and member companies, is the leading global provider of extended service plans, buyer protection services and product support, providing coverage to more than 150 million consumers around the world. Founded in 1983, with headquarters in Sterling, Va., NEW provides award-recognized post-sale consumer care for leading retailers, consumer service providers, wireless carriers and financial services firms in the United States, Canada, China, Japan, Turkey and the United Kingdom. NEW delivers a comprehensive customer care solution that begins on day one of the product purchase and extends through the end of the product life cycle. For more information, please visit NEW at or call 1-800 WHAT'S NEW (1-800-942-8763).

About The Stevie Awards

Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about The Stevie Awards at

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Kristina Messner, 703-739-8803

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