For S2M, better service to its customers is no less important to its continued success than product

improvement, and when looking for ideas on how to do better, the logical place to start is our customers themselves. So, early this year we conducted a survey, to find out what our customers think of our products, our service, and the way we handle their enquiries. The research, will serve as the basis for providing services better adapted to our customer's needs

GLOBAL SAMPLE & HIGH RESPONSE RATE
A survey is only as good as its sample, and we were gratified by our customers' willingness to participate. We had responses from 50% of customers using our equipment, from every continent, and from a representative cross-section of functions and specialties: engineers, maintenance staff and management all took part.

GOOD OVERALL, CAN DO BETTER
We can't be complaisant about the results, but we are happy to report that overall, our customers are satisfied with the service we provide, though there are one or two areas where we can definitely look for improvements.

The survey shows that we are GOOD at :

1. overall customer service
2. hot-line responses
3. on-site skills & repairs
4. quality of our spare parts

And we need to IMPROVE on :

1. availability of our technicians
2. speed of delivery of spare parts

We are working on both those last two points. We already plan to increase our team of technicians to 22 this year and we launched some audits to get spare parts faster.

RESULTS IN DETAIL

CUSTOMER SERVICE :
We found more than 50% of customers well-satisfied with our service. We scored well for the quality of our answers, speed of response , on-site calls andon our telephone manner. The area where we didn't score so well was the availability of our technicians which means that we have to improve our service here.

SPARE PARTS :
We do our best to ensure that the quality of our spare parts is beyond reproach, and 55% of our customers agree with us. However, with only 13% of respondents satisfied with our speed of delivery of spare parts, there is clearly room for improvement here, and we are looking at ways of getting spares to you faster.

REPAIRS :

60% of customers expressed satisfaction at the quality of the repairs made to their machines by S2M as well as with the quality of the expert's report.

SERVICES REQUIRED :
We asked respondents what services they most needed for the maintenance of their machine. The results confirm that S2M's BUCS is a key feature of our offer, with the 24-hour hotline, preventive maintenance and remote trouble shooting the most requested services.

CUSTOMER TRAINING :
We took advantage of the survey to enquire about customers' needs in terms of training. Most of them said they were interested in S2Ms training facilities: Maintenance courses and use of the machine.

 

Finally, 70% of respondents said they preferred to deal with S2M directly, rather than with OEM's, which is a mark of confidence we fully appreciate.

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