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What do customers tell us they need?

Published on: Published in: Company News

The top 10 selection criteria for choosing

an Electro Mechanical Service provider:

A graphic including text which reads '1 - Quality of service work performed'
A graphic including text which reads '2 - Knowledge and availability of Field Engineers' A graphic including text which reads '3 - Ability to complete the work on time' A graphic including text which reads '4 - Price within budget/quotation'
A graphic including text which reads '5 - Price overall' A graphic including text which reads '6 - Past experience with service provider' A graphic including text which reads '7 - After hours service response'
A graphic including text which reads '8 - Application/Engineering experience' A graphic including text which reads '9 - Documentation/Analysis provided after work completed' A graphic including text which reads '10 - Salesperson's knowledge and availability'

The number one answer, ‘Quality of Service Work’, has been the most important factor for the last 3 surveys back to 2003!

The second most important criteria, ‘Knowledge and Availability of Field Engineers’ has not been seen in the top 10 before, showing a shift in customer perception.

David Griffin,
Managing Director of CPM Engineering Limited:
A graphic of a quote which reads "The results are not surprising and are in line with what customers tell us everyday. Investment into people is crucial! Our staff take pride in achieving the standards demanded by our customer and always try to surpass them."

The survey was conducted by EASA (The Electrical Apparatus Service Association) as a repeat of previous surveys performed in 2003 and 2008 and was looking at trends within this sector in which contractors offer such diverse repair activities to Electric motors, Pumps, Gearboxes, Generators, Transformers etc. in addition to a range of proactive activities such as CBM Services including Vibration Analysis, Ultrasound, Thermographic imaging, Oil Analysis aimed at monitoring the health of these machines, detecting changed and therefore extending Mean Time Before Failure (MTBF).