Imaging customer surveys point the way to new call center.

Abstract

Murray Rice and his team of medical imaging equipment specialists at the University Health Network in Toronto were frustrated. Although the technical aspects of the in-house service they provided were excellent, their customers were becoming dissatisfied. “Our team was focused on getting the technical repair done correctly, but we were having problems communicating with our imaging customers within the hospital,” says Rice. His group was getting non-specific complaints about response times, repair times, and quality of repairs. “Our customers were losing faith in our service and beginning to look outside the hospital for vendor support of new equipment rather than investing in training for the in-house team.” Eager to maintain their role servicing high-end equipment, Rice and his team resolved to ensure that both their service quality and customer satisfaction levels were as good as those of original equipment manufacturers. In a team meeting, one of his technicians suggested performing an initial customer survey to benchmark performance, then continuing to survey customers after each service call to better identify problems and track customer satisfaction on an ongoing basis. These surveys ultimately gave them the information they needed to win back the trust of their customers.