For Hub City Times

MARSHFIELD – Security Health Plan of Wisconsin, Inc., has earned five service quality awards for 2019 from Service Quality Measurement (SQM), a leading North American research firm that specializes in customer service improvement.

The awards will be presented in April at SQM’s 21st Annual Customer Service Best Practices Conference in Coeur d’Alene, ID. SQM benchmarks over 500 contact centers annually and has been conducting customer experience surveys since 1996.

Security Health Plan has now achieved SQM’s world class customer experience certification for four consecutive years. This is also the third consecutive year Security Health Plan will receive SQM’s award for highest customer service in the health care industry and the first time award winner in the non-profit sector. Security Health Plan is also recognized for customer experience best practice for its web self-service channel, as well as an award for its customer service representative training program.

The awards are based on member responses on surveys asking about their service experience, resolution of issues and satisfaction with their interactions with Security Health Plan services.

Achieving industry-leading customer service has resulted from more than four years of hard work by the Health Plan’s customer service representatives, said Sara Foemmel, director of operations at Security Health Plan.

“Our members continue as our top priority. Receiving this recognition affirms that we take our member’s feedback to heart and continuously work to provide an outstanding experience,” Foemmel said. “I’m proud of our customer service team for their focus on making sure members have a positive experience while also getting their questions addressed.”