Feedback scheme aims to boost satisfaction
An
ABB Automation Tech (LV Products) product story
Edited by the Engineeringtalk editorial team
Dec 7, 2004
An innovative scheme will give customers the chance to feed back their experiences of buying and using ABB's low voltage products, covering everything from product quality to service and support.
An innovative scheme introduced by ABB is giving customers the chance to feed back their experiences of buying and using ABB's low voltage products, covering everything from quality of product through to quality of service and support.
ABB customers participating in the scheme are given a desktop calendar, which incorporates a sleeve containing red and green reply paid cards.
Satisfied customers can send a green card, whilst the less satisfied can express their opinions by sending a red one.
In addition, customers can also voice their grievances or gratitude via e-mail, with individual e-mail addresses for both negative and positive comments.
Alternatively, for anyone with a particularly burning issue, a dedicated telephone number is also available, with a response guaranteed at any time of the day or night.
The scheme is being launched following the recent appointment of James Haigh as General Manager of ABB's low voltage products business and reflects his determination to make ABB the "customer equity king" of the low voltage products world.
"The aim of the scheme is to act as an "early warning system" to ABB to nip any potential problems in the bud, be they technical, commercial or logistical", says Haigh.
"Providing the best levels of product quality and service and support is vital to any company that wants not only to retain its existing customers, but also to win over new ones".
"However, in order to achieve this level of performance, you need to take stock both of the things you're doing well, and more, importantly, the things you could do better".
To ensure that customer issues are resolved as quickly as possible, ABB has appointed Kane Perry as Customer Relationship Manager, who will head dedicated team at Coventry who will look into the cause of any problems identified and prevent them from happening again.
"The personal touch is vital if we are to ensure that we have the very best relationships with our customers".
"The low voltage product industry is fiercely competitive and it's very important not to take our customers for granted, even where we think we have a top notch relationship with them", Haigh adds.
"Through the scheme, every single one of our customers will be actively encouraged to tell us want they think of us, safe in the knowledge that something will get done about it".
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