DALLAS, TX – Freeman, the global leader in events, has earned the J.D. Power 2025 Customer Service Certification for outstanding exhibitor customer service and contact center support, marking the 13th time it has received this recognition. Freeman achieved certification for its live phone experience, which includes interactive voice response (IVR) routing and customer service representative (CSR) performance.
The certification was recognized after successfully passing a detailed audit of dozens of practices across more than 20 categories, including recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities.
“At Freeman, our commitment to empathy and doing what’s right guides every client interaction,” said Janet Dell, CEO of Freeman. “This certification from J.D. Power is a testament to the passion and dedication our customer experience team brings to every project. We take great pride in creating a culture that empowers our people to go above and beyond—and it’s that drive that helps us consistently exceed expectations.”
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer, promptness in speaking to a person, and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts, and the ease of understanding the phone menu instructions.
J.D. Power 2025 Certified Customer Service ProgramSM recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. For more information, visit www.jdpower.com/awards.
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About Freeman
Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 98-year legacy in event management as well as new technologies to deliver moments that matter. For more information, please visit https://www.freeman.com.