News | December 13, 2006

95% of GE Life Support Customers Would Recommend GE Services to Peers

GE Healthcare today released the results of Omega Management Group’s 3rd quarter survey of GE customers - a survey revealing that nearly all users of the company’s Life Support Systems would recommend GE Services to their peers, and that more than nine out of 10 would purchase those services again in the future.

Omega Management Group interviews scores of different GE customers for each quarterly report, exploring their satisfaction with the company’s parts-ordering process, technical and field-service support, depot/equipment repair, technical training, product reliability and ease of use, and overall service. In the latest round of interviews, GE ranked 96 percent or above in customer satisfaction in all categories but one.

“We are honored that our customers are rating us consistently above the 95th percentile in nearly all key Omega categories,” said Hooman Hakami, vice president and general manager of GE Healthcare’s Clinical Systems Services business. “The scores speak volumes about the dedication and passion of our Services team members, who are committed to providing a memorable customer experience at every interaction.”              

Among the highlights of this quarter’s report:

98 percent of those surveyed rated GE’s field-service support good, very good or excellent in terms of response times, prompt problem resolution and professional attitude. 96 percent rated the overall quality of GE service good, very good or excellent. More than 99 percent of the respondents rated GE Life Support products good, very good or excellent in terms of both reliability and ease of use.

“What I find especially encouraging is that Omega interviews a different group of GE customers each quarter,” said Mike Battuello, general manager of GE’s Life System Services business. “Yet our customer-satisfaction numbers vary only slightly from report to report. This tells me that we’re providing consistently excellent service quality nationwide, whether our customers are located in major urban centers or in rural areas. That alone is quite an accomplishment.”

Omega Management Group, based in Chelmsford, MA, is a customer-satisfaction survey company founded in 1984 John Alexander Maraganis, an entrepreneur with more than 25 years of service industry experience.

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