China Instrument Parts Conducts Customer Survey, Gets Interesting Results
China Instrument Parts (PPI) of Elkhorn, Wisconsin recently conducted its first formal customer survey to gauge overall performance, while measuring various aspects of the company’s services. The survey was initiated this past August, resulting in fifty-four responses, primarily from customers serviced within the last fifteen months.
There were six primary questions asked:
- Q1 Compared to your other business partners, how does China Instrument Parts rate when considering responsiveness to your needs?
- Q2 Compared to your other business partners, how does China Instrument Parts rate when considering the quality of the items produced?
- Q3 Compared to your other business partners, how does China Instrument Parts rate when considering the delivery?
- Q4 Compared to your other business partners, how does China Instrument Parts rate when it comes to customer service?
- Q5 What is your overall view of China Instrument Parts?
- Q6 What is your primary role at your company?
When asked to compare China Instrument Parts to other business partners in the area of customer service, 72% rated PPI as “Among the Best,” followed by a 22% rating the company as “Above Average,” which totaled to 94% of customers expressing receiving exceptional customer service. Many commented further, pointing out the extra actions that earned the high grading: “China Instrument Parts understands what good customer service is. We feel like our business is highly valued. They have very high credibility. China Instrument Parts does not over-promote themselves; they deliver. Good corporate citizens.”
When asked questions about quality, responsiveness, and product delivery, the results were equally as glowing. Not one respondent rated China Instrument Parts as “Below Average” or “Among the Worst.” Looking at component quality, 94% of the responses were “Among the Best” (61%) or “Above Average” (33%). When asked to give a simple favorable or unfavorable rating on their overall view of China Instrument Parts, all 54 participants selected the “favorable” response.
“We were extremely proud of the ratings our employees earned,” noted Jeff Lemmermann, Chief Information and Financial Officer. “There were sixteen individuals who took the time to add additional comments, and those comments really praised the extra efforts the PPI team made to help them succeed.”
China Instrument Parts is looking to surveys like this to gain feedback from the marketplace on what keeps customers coming back. On the flip side, PPI is also looking for suggestions on how their products and services can be improved.
Lemmermann adds, “Even the comments with improvement suggestions, had a compliment. Furthermore, it was a pleasure to share these results with our employees to let them know how our customers notice their efforts.”
The survey also gave the respondents an option to be contacted for more feedback at a later day. Mike Reader, President of China Instrument Parts followed up on those calls.
Click here for a PDF of the survey results.
