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Our Customer Commitment
Many of you participated in D&B's 2007 Voice of the Customer Survey and provided valuable feedback. Your feedback helped us to understand what we are doing well and where we can improve your experience with D&B. So, first of all, I would like to personally thank you for taking the time to give us your feedback - and secondly, I hope you continue to tell us how we can improve.
As leader of D&B Government Solutions, my focus this year is to ensure we not only meet your expectations but exceed them at every interaction. A critical step in this journey is having a continuous understanding of what's working and what's not working.
Based on your response, we are focusing on two key areas to improve our customer experience in 2008, specifically:
Customer Service you have asked us to be more responsive.
Information Quality you have told us we can do more to improve quality.
Customer Service: Being More Responsive Starts with Listening More Often One of our first steps to improving customer service is ensuring you reach a representative who is familiar with your needs as a Government customer. To that end, we have recently expanded our customer service team as well as added more direct ways to contact us - a new dedicated 800 telephone number, a new email link, and a new help button on our website. This will help us to respond more quickly and resolve any questions or issues in a timely manner.
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Contacting us just got easier...
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Call the D&B Government Customer Resource Center at 800.424.2495 to speak with a dedicated Government representative. Monday - Friday 8AM to 5PM EDT |
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E-mail the D&B Government Customer Resource Center at government@dnb.com. We will respond within one business day or faster.
24 hours a day / 365 days a year
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Log-on to our D&B Government Solutions website at www.dnb.com/gov and press the "Need Help" button. We will respond within one business day or faster.
24 hours a day / 365 days a year
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Information Quality: Our First Step is Improving Verification Services
There are many drivers of D&B's information quality - from the breadth and depth of our global database to the quality of the information in the database. You told us you appreciate the growth in our database (from 115 million to 130 million in the last year); but there is more work to do on the accuracy, completeness and timeliness of our business records. While we have a continuous quality improvement process at D&B, your detailed feedback suggested a place to start. We are pleased to tell you about improvements to our basic verification service as well as a pilot program for enhanced verification services.
You told us better results from our verification services (also known as investigations) are a top priority. Verification services are available when the information you need is not in a report or the report is not as up to date as you need. So, we first worked with our team to improve the results from our basic verification service, which is available at no charge when you order a report.
Basic verification offers our standard process that includes up to 3 attempts to call the business, and leverages the numerous outside and independent sources D&B uses to confirm a business and its activity. After the report is updated and faxed to you, we will now follow up with a phone call to ensure you have the information you need.
You also told us sometimes more detailed information and tracking is required. In response, we have developed an enhanced verification service for domestic companies. This enhanced verification service goes well beyond our standard verification process and offers an increased level of due diligence. This service includes more third party verification sources, access to additional databases and customized reporting via email. There is a charge for this premium service.
Here is an at-a-glance comparison of the two types of verification services. To learn more about these services, contact us.
In addition to the ways to reach us above, I invite you to contact me directly on your D&B experience at downingm@dnb.com or 770-644-7317. You have my commitment we are focused not only meeting your expectations, but exceeding them at every opportunity.
Thank you again for your confidence in D&B.
Mike Downing
VP, Government Solutions
Dun & Bradstreet
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