THE FANATI™ Award for Outstanding Customer Service: 2008 Winner
In 2008, Pangea Foundation was named winner of THE FANATI Award for Outstanding Customer Service. Awarded by Rackspace®, THE FANATI is a coveted honor that recognizes Pangea Foundation’s passionate commitment to delivering customer service excellence.
As an industry-leading service company and a two time winner of the American Business Awards’ “Best Customer Service Organization”, Rackspace introduced THE FANATI to recognize the customer service excellence of other companies in an effort to promote customer service among all businesses today. Award applications were made available to Rackspace’s 31,000 customers. Customers completed the online applications, which included questions about how the company delivers and tracks customer service, as well as success stories of going above and beyond for customers. Rackspace then reviewed the applications and a short-list of seven finalists was announced.
Finalists moved on to the second round of judging which involved two scoring categories. First, their application was critiqued and graded by a panel of four service industry experts including Earl Sasser, a Baker Foundation Professor at Harvard Business School; Douglas Hanna, founder and Principal of customer service consulting company Service Untitled Group; Lane Becker, blogger for getsatisfaction.com; and David Mitzenmacher, director of customer care programs for Rackspace.
Second, in order to validate the finalists' applications, a customer satisfaction survey was sent to each finalists' customers. Based on the survey results and the judge's scores, Pangea Foundation proved its customer service excellence and came out on top in both categories.
On a scale of 0 – 10 measuring how likely customers were to recommend Pangea Foundation to a friend or colleague, where 0 meant “highly unlikely” and 10 meant “extremely likely”, 98.7% of respondents said that it was likely that they would recommend Pangea Foundation to a colleague or a friend. More than 9 out of every 10 respondents said that they would be extremely likely to recommend Pangea Foundation to a colleague or friend by selecting either a 9 or a 10 on the FANATI award survey—with 10.5% selecting 9 and 81.6% selecting 10.
THE FANATI™ Award for Outstanding Customer Service: Finalist 2007
Delivering Client-Intimate Service™ to over 1,500 nonprofits across America, Pangea Foundation was named one of only nine finalists for the 2007 FANATI Award for Outstanding Customer Service. The FANATI is awarded by Rackspace®, 
a recognized leader in IT hosting and a company whose mission is to become one of the world’s greatest service companies. A two-time winner of the American Business Awards’ Best Customer Service Organization, Rackspace integrates leading technologies for each of its 15,000 customers world-wide and delivers them as a service via the company’s award-winning Fanatical Support®. Rackspace introduced the FANATI to recognize the customer service excellence of other companies in an effort to promote outstanding customer service. Award applications were accepted from Rackspace’s extensive customer base via the company’s innovative MyRackspace service portal. Rackspace reviewed the applications and a list of finalists was announced. Finalists then moved on to the second round of judging which involved two scoring categories.
First, the applications were critiqued and graded by a panel of five service industry experts including Joe Wheeler, Executive Director of the Service Profit Chain Institute; best-selling authors and speakers Drs. Kevin and Jackie Freiberg; Phil Terry, CEO of the Creative Good; and Frederick Mendler, Vice President of Fanatical Support® for Rackspace’s Managed segment.
Second, a customer satisfaction survey was sent to Pangea Foundation’s clients. Pangea Foundation received raving feedback from its customers. On a scale of 0 – 10 measuring how likely customers were to recommend Pangea Foundation to a friend or colleague, where 0 meant “highly unlikely” and 10 meant “extremely likely”, 98.9% of respondents said that it was likely that they would recommend Pangea Foundation to a colleague or a friend. More than 9 out of every 10 respondents said that they would be extremely likely to recommend Pangea Foundation to a colleague or friend by selecting either a 9 or a 10 on the FANATI award survey—with 10% selecting 9 and 81.1% selecting 10.
