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| KODAK's New Customer Satisfaction Independent Research The latest independent research commissioned by KODAK Service & Support throughout Europe, Africa, and the Middle East (EAME) to assess customer views of the organisation shows that the level of customer satisfaction is high and constantly rising. The study (carried out in November 2005) found that overall 88% of customers surveyed in the individual EAME countries1 were totally or very satisfied2 with Kodak's service and support offering, an increase of 3% compared to a similar project undertaken in July 2004 3. When asked whether they would be happy to recommend KODAK Service & Support to their business partners and associates, 97% of the individuals interviewed said they would, an increase of 1% compared to the June 2005 study. Importantly, 94% of customers with purchasing responsibility commented that that they were likely to repurchase a Kodak service plan, with almost a third saying it was 'extremely likely'. According to the study, 82% of customers overall were totally or very satisfied with their local Kodak representative's availability, with the figures rising to 88% in the UK, and 100% in Germany, France, and the Netherlands. In some regions, the results show an improvement of more than 40% since the July 2004 research was first carried out. Customers were particularly impressed by the professional and friendly manner of Kodak's service engineers when actually onsite which is reflected by the 100% satisfaction rating given throughout the EAME region. This is the third time in a row that independent research by IFF has found this. Similar positive evaluations included customer satisfaction with response times to calls (98%), engineers' level of equipment training' (100%), ability to repair equipment in one visit (97%) and time to repair problems (97%). For the fourth time in a row, the IFF research shows that 99% of customers are satisfied with how Kodak's products support their businesses. The accomplishments of the KODAK Service & Support organisation have led to it to being voted 'Best Support Organisation 2006' at the International Business Awards, recently held in New York in June 2006. Nicknamed the Stevies from the Greek word for 'crowned', the New York Post described these international awards as "the business world's own Oscars". They represent the only global, all-encompassing award for excellent performance in the workplace, with votes made from companies worldwide. At the third annual International Business Awards, Kodak Service & Support was selected from more than 700 nominations in 30 countries. The Stevies are awarded in a total of 40 categories. 1.316 telephone interviews were carried out in the countries listed, with the numbers in brackets indicating the number of interviews completed in each: Belgium (29), France (50), Germany (75), Austria (9), Italy (18), Netherlands (30), Switzerland (30) and UK (75). 2. A 7 point numeric scale was used with 7 representing 'totally satisfied' and 1 'totally dissatisfied. 3. The study was carried out in November 2005 (fieldwork competed between October 25 and November 15, 2005), with previous studies occurring in June 2005, November 2004, and July 2004. write your comments about the article :: © 2006 Computing News :: home page |