Omega Management Group surveys approximately 100 GE customers each quarter to measure satisfaction and loyalty levels on a 5-point scale. NorthFace ScoreBoard Award recipients are companies who, based on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0 in key service categories such as excellence in field service, technical support, parts ordering process and technical training, among others.
Omega formally presented the award during ceremonies May 15 at its SCORE Conference 2008 in Boston.
Receiving the Northface award for the seventh time, underscores the team's ongoing dedication to building long-term customer loyalty,” said Mike Battuello, General Manager for GE Healthcare’s Life Systems Services. “Our organization is devoted to understanding and improving the customer experience at every interaction. You will never see us rest on our laurels. For example, after receiving last year’s Northface Award, we launched an initiative called the Raving Fans program, in which our field personnel had business review meetings with many of our customers beyond the time of service. It is a great opportunity to have a dialogue, listen to customer input and learn about the initiatives at their hospitals to make us an even better partner. Winning this award is a reflection on the team’s ability to turn customer input into customer delighters.”
Even more important than an award, ” he added, “Ninety-two percent of our customers surveyed by the Omega Group indicated that they would recommend GE Healthcare to their colleagues, with 94 percent of those surveyed indicating they would likely purchase GE Healthcare Life Systems Services again. Coming from direct customer feedback, this makes us tremendously proud as well as motivated to move the needle even higher.”
Due to the criticality of anesthesia equipment, GE Healthcare maintains one of the largest dedicated field service and on-line support staff in the country. GE’s Life Systems Services team includes 184 dedicated field engineers who undergo intensive training and certification for anesthesia service annually. The Life Systems Services group also has a facility in Madison, Wis. that offers technical and clinical applications support. The technical phone support is staffed by skilled engineers, who were previously in the field and have a strong sense of familiarity with the equipment and the customers. Over the past year, this has resulted in over 85 percent of inbound calls being resolved without field intervention.
Our goal is to continue to support clinicians, anesthetists and biomeds with the world class expertise and responsiveness they have come to rely on along with the innovation they associate with our team,” Battuello said.
According to Omega, the NorthFace awards program was launched in 2000 as a means to “recognize organizations who not only offer exemplary service to their customers, but who also center their existence on a deep commitment to exceeding customer expectation
About GE Healthcare
GE Healthcare provides transformational medical technologies and services that are shaping a new age of patient care. Our expertise in medical imaging and information technologies, medical diagnostics, patient monitoring systems, performance improvement, drug discovery, and biopharmaceutical manufacturing technologies is helping clinicians around the world re-imagine new ways to predict, diagnose, inform, treat and monitor disease, so patients can live their lives to the fullest.
GE Healthcare's broad range of products and services enable healthcare providers to better diagnose and treat cancer, heart disease, neurological diseases and other conditions earlier. Our vision for the future is to enable a new "early health" model of care focused on earlier diagnosis, pre-symptomatic disease detection and disease prevention. Headquartered in the United Kingdom, GE Healthcare is a $17 billion unit of General Electric Company Worldwide, GE Healthcare employs more than 46,000 people committed to serving healthcare professionals and their patients in more than 100 countries. For more information about GE Healthcare, visit our website at www.gehealthcare.com