With a legacy of commitment to customer support, JEOL USA is pleased to accept its 8th award in as many years for excellence in customer satisfaction as judged by our customers. The Omega NorthFace ScoreBoard Award was presented in May at Boston’s World Trade Center to 27 qualifying companies, including JEOL and three other companies that qualified for eight consecutive years.
“The NorthFace ScoreBoard Awards recognize organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president & CEO of Omega. Omega’s methodology measures customer satisfaction and loyalty levels for all clients on a 5-point scale a minimum of twice during the year in such categories as technical support, field service, customer service and account management.
“When the Omega Corporation first approached JEOL, it was obvious that a more efficient manner in which to identify customers' concerns and their current level of satisfaction could be established,” said JEOL Vice President of Service, Patrick McGinley.
“The approach to formally survey customers with an independent outside company was then, and is still unique in the microscopy industry. So unique in fact that during the early days, several of JEOL's loyal customers, having recently been contacted by the Omega Corporation, immediately contacted JEOL to alert them that one of their competitors had likely hired an outside company to investigate their service operations. JEOL was delighted to inform them that this was actually part of their own efforts to further improve on their current operations.
“Today the Omega customer satisfaction reports are used in JEOL's daily operations, as well as Regional, National, and Board of Directors' meetings. In fact, over the past several years, the JEOL World Wide Service meetings have included several key presentations that reference these reports.”
Several years ago, using the consolidated yearly Omega information, JEOL established the "Manager's Report Card", which is an annual review of the JEOL service managers' individual performances. This has become a friendly internal competition and a strong reminder that personal efforts have a considerable impact on the overall quality of JEOL's service.
Omega's continuous monitoring of JEOL's performance ensures that they are able to clearly track trends and quickly identify areas of concern revolving around customer satisfaction.
“The quarterly reports keep JEOL focused on their customers, while the action alerts highlight special situations that require immediate attention. Today, JEOL is recognized as the industry leader in customer satisfaction among their competitors,” said McGinley.