For the sixth consecutive year, Jeol USA has received the Omega Northface Award in recognition for its commitment to providing exemplary service and exceeding customer expectations
Through quarterly surveys of more than 150 Jeol customers, selected randomly, Omega Management computed Jeol's customer satisfaction scores in the categories of technical support, field service, account management, and training.
Jeol was rated on product reliability, service response time, call center assistance, and service expertise.
The resulting scores were the highest in the company's history, even though Jeol introduced several new products during this same period.
Through expert training and the commitment of an experienced service organization, the company supports a customer base that includes the United States, Canada, and Mexico.
"Jeol retains the largest, most experienced service organisation of any company in the electron microscope industry," said Patrick McGinley, director of service, who explained that the organizational structure is distributed, providing for a local, familiar feel, while maintaining the strength of an international support team.
"We have modified and carried forward a well-established style of service commitment.
"When customers call Jeol, they can speak directly to a knowledgeable person, not an automated attendant or voice mail, and they can expect outstanding responsiveness and expertise".
Jeol was one of five companies to receive the Omega Northface Scoreboard Award six years in a row.
The awards were presented at the Score (symposium for customer operations and relationship exposition) Conference 2006 in Boston.
34 companies were recognized for excellence in customer service during the prior calendar year based on survey responses by their own customers.
Omega Management, located in Chelmsford, Massachusetts, specialises in implementing customer satisfaction and retention programmes.
The Omega award is symbolised by an etching of Mount Everest, paralleling the 'enormous effort required to conquer the world's most difficult mountain with achieving world class customer service'.
Criteria include senior management commitment to exceeding customer expectations and a customer satisfaction program that identifies and corrects customer problems.
Jeol USA headquarters and its national service support center are located in Peabody, Massachusetts.
The service organisation comprises two-thirds of Jeol USA's employee base.
There are 13 Jeol service centers throughout the USA, Canada, and Mexico, and the company services some 80 different models of imaging and analytical instruments, including electron microscopes, mass spectrometers, NMR, electron beam lithography, and wafer inspection systems.
