Philips Healthcare is #1 in overall service satisfaction based on customer rankings in the 2007 IMV ServiceTrak All Imaging Systems survey. Philips has achieved the highest marks for overall service for All Imaging Systems, including CV, General X-ray, CT, NM, PET, MR, and Ultrasound. Philips highest marks come in areas of personal interaction between service professionals and customers, a testimonial to the service experts on-site and to the resources at Philips U.S.-based Service Center. Each Philips employee takes the company’s commitment to outstanding service as a personal call to action. In the survey, customers were asked to rate manufacturers on factors across the product ownership lifecycle, including satisfaction with service performance, manufacturer and system performance, satisfaction with service engineer, Help Desk telephone support, and installation and training. IMV asked customers to rate more than 6400 CT, MR, NM, PET, Ultrasound, and X-ray systems.
Philips holds the lead in OEM Service Satisfaction
Philips continued leadership in Original Equipment Manufacturer service performance and Help Desk support is confirmed with #1 rankings in nine of eighteen factors across these categories. Philips rates above industry average. The competence and reliability of Philips service personnel play a significant role in customer satisfaction, as indicated by the highest rankings for effectiveness on the phone, service follow-up and meeting commitments.
In the category of manufacturer satisfaction, customers give Philips a top ranking for repurchasing probability.
Best service comes from the best service engineers
Dedication, competence and reliability are characteristics Philips seeks and nurtures in its service engineers, and customers recognize and approve of these qualities. All six service
engineer factors rate above industry average and four factors rank #1. Their consistently high quality performance earns Philips service engineers a top rank for timeliness, competence and attitude.
Speed and reliability drive top marks across service spectrum
Every customer issue deserves a fast and effective response, and customers reward Philips Service Engineers’ commitment to that level of service with highest marks in several
related factors, such as effective phone troubleshooting and meeting commitments.