Are you satisfied with your equipment service provider? All the time? In some areas, but not others? As an independent imaging equipment service provider, we hear customer feedback every day from people with a wide variety of experiences: from those who've tried everything to those who've only and always used the options offered by their system's OEM.
With this kind of information coming into our email inboxes and over our phone lines consistently, we decided to conduct a survey of the general satisfaction level of imaging service industry customers to see what's being done well and what's in need of improvement. We polled across these key areas:
- Call center experience
- Service sales experience
- Cost of service
- Overall level of care
Some of the results were surprising, while others matched precisely what we hear regularly. See a brief sample of what we learned below to see how it aligns with your personal service experiences.
Call Center Experience
On an A-E "grading scale", the most commonly assigned grade was a B. More surprising than this was the fact that more providers earned E grades than D grades.
This was an area of fairly high satisfaction. Only 16% of respondents feel their provider needs to be more communicative over the course of a service call.
Service Sales Experience
While the majority felt positively about the experience of working with a representative of their provider to choose the best service coverage option for them, a common perception among those who rated their provider low was pressure to be "upsold" into a more expensive plan or even into newer equipment altogether.
Cost of Service
With so many respondents using OEM service, these results were the least surprising: a third feel they are paying too much for their service coverage.
Overall Level of Care
Nearly a quarter of respondents feel their provider regards them with a level of care somewhere between neutral and "we're just a number to them". While this data certainly shows the majority of customers satisfied, it did stand out as one of the areas in which the service industry could focus improvement efforts.
How's Your Equipment Service?
Now that you've seen a sample of your colleagues' thoughts and experiences through the ins and outs of equipment maintenance, how do they stack up against yours? We'd love to hear your opinions and stories as well and share with you a free copy of the full report with the rest of the details, data charts, and commentary.
Click through below to tell us what you think and add to the discussion!