News | May 28, 2008

GE Healthcare Anesthesia, Monitor Servicing Team Wins Customer Satisfaction Award

May 29, 2008 - For the seventh year in a row, GE Healthcare has won Omega Management Group’s prestigious NorthFace ScoreBoard Award for excellence in customer satisfaction and loyalty in servicing anesthesia machines and patient monitors.

Omega Management Group surveys approximately 100 GE customers each quarter to measure satisfaction and loyalty levels on a five-point scale. NorthFace ScoreBoard Award recipients are companies who, based on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0 in key service categories such as excellence in field service, technical support, parts ordering process and technical training, among others.

Omega formally presented the award during ceremonies May 15 at its SCORE Conference 2008 in Boston. 

Due to the criticality of anesthesia equipment, GE Healthcare maintains a large, dedicated field service and on-line support staff. GE’s Life Systems Services team includes 184 field engineers who undergo intensive training and certification for anesthesia service annually. The Life Systems Services group also has a facility in Madison, WI that offers technical and clinical applications support. The technical phone support is staffed by engineers, who were previously in the field and have a strong sense of familiarity with the equipment and the customers. Over the past year, this has resulted in more than 85 percent of inbound calls being resolved without field intervention.

According to Omega, the NorthFace awards program was launched in 2000 as a means to recognize organizations that not only offer exemplary service to their customers, but who also center their existence on a commitment to exceeding customer expectations.

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