For the seventh consecutive year, Jeol USA has received the Omega NorthFace Scoreboard award in recognition of its commitment to providing exemplary service and exceeding customer expectations
"We at Jeol are proud of our continuous and measurable improvement over the years," said Patrick McGinley, director of service.
"Supplying excellent service requires a corporate-wide commitment to satisfying the customer's needs".
The company supports a customer base that includes the United States, Canada, and Mexico.
Jeol USA's field engineers completed scores of instrument installations this year, including microscopes, MS, and NMRs.
"This past year has been especially rewarding as we are partnering even more closely with our customers for advanced facility design and applications support," McGinley adds.
While there were many new installations at universities, hospitals, pharmaceutical companies, and manufacturing plants, the company supports a diverse and large customer base with 80-plus different models of scientific instruments, from scanning electron microscopes to e-beam lithography mask-making tools.
New models of equipment are introduced each year, while older Jeol instruments remain in full operation and supported by Jeol.
Some Jeol customers can boast more than 20 years of service from their current equipment.
Jeol USA provides its service engineers with the highest level of training in the industry.
"This has been extremely successful in the development of a knowledgeable, accomplished, and motivated service team," says McGinley.
Service management personnel typically have extensive customer service experience gained through advancement in the Jeol service organisation.
As the only award of its type determined by customer responses, the NorthFace ScoreBoard award is the Oscar of the customer service industry.
Through quarterly surveys of more than 150 Jeol customers - selected randomly - Omega Management computed Jeol USA'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.
Jeol USA is one of only four companies nation-wide to receive the award for seven consecutive years.
A total of 31 companies qualified for the national award this year.
The awards will be formally presented at Score Conference 2007, June 11-13 at the Seaport Hotel, Boston.
Omega Management 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's commitment to exceeding customer expectations and a customer satisfaction programme which identifies and corrects customer problems.
