As an ISO 9001: 2015 certified contract manufacturer (CM), Fusion OEM is required to conduct customer satisfaction surveys. Results from these surveys are used to drive improvements in our business, strengthen our client relationships, and identify opportunities for improvement.
Our surveys, conducted annually, provide an opportunity for our customers to share their opinion of our services. We ask questions in several different areas, including customer service, product quality and the policies and procedures of our business. Our survey is designed to make Fusion a better contract manufacturer. Here are several ways that we benefit:
Collect Data. Our customer satisfaction survey asks questions about the client’s satisfaction with our product or services. To add a personal touch, we pre-populate each survey with our client’s contact information. Simplifying completion of the survey ensures a high response rate. This year’s scores are listed below:
Product Quality – 4.88/5.00
Service Quality – 4.88/5.00
On Time Delivery – 4.81/5.00
Our Response When Contacted – 4.94/5.00
Technical Support – 4.88/5.00
Performance Compared to Competitors – 4.88/5.00
Value of Service – 4.88/5.00
Excellent = 5, Above Average = 4, Average = 3, Below Average = 2, Poor = 1
Start Conversation. Our survey allows write-in comments, open-ended questions designed to allow customers to include any type of related product or service that is a priority to them. Below find some of the feedback we received from this year’s survey:
“I put excellent in each of the above items because I have received nothing short of excellent service in each of the categories. Fusion is a great CM to work with that allows us to grow our business. I view Fusion as a key partner to our success.”
“Fusion is a preferred vendor of our company and we view our relationship with them as a true partnership.”
“I can’t say enough good things about Phil. He and his guys work hard to meet our tight deadlines with superb quality. We really do not have any issues when panels are picked up from Fusion. Keep up the great work!”
“Fusion is a key partner and over the years they have demonstrated excellent quality, we are extremely happy as their customer.”
“Fusion has provided us excellent service and products.”
“I find Fusion extremely easy to work with. Timing, quality of product and quick response to issues/questions is among the best of my vendors. I appreciate their level of service.”
“I think Fusion is an exceptional partner and supplier to our company. They have been very good problem solvers for us and have helped us concept and design equipment as well and enhance current designs. I would highly recommend them to other organizations that are looking to build machines.”
“Although I have worked with Fusion for just a short time, I find them very capable and very customer focused. Strong culture is evident of teamwork and continuous improvement. Fusion has done an outstanding job supporting our team in resolving a component issue that has impacted our customer base, they have worked by our side to resolve remaining unbiased and focused on accurate effective resolution.”
“Fusion is the first company we contact when we need mechanical engineering or manufacturing. We are very pleased with their quality, value, and responsiveness.”
Strengthen Relationships. Well written and effective customer satisfaction surveys allow us to receive insight into the future needs of our clients and the direction to take our company with the products or services provided. In addition, a loyal customer is more likely to buy related products and services, recommend our contract manufacturing services to prospective customers, be more pleasant to deal with and more forgiving when challenges arise.
When the surveys are completed and the results tabulated, the opportunity to communicate with our customers isn’t over. One of our Core Values is Showing Gratitude. To live out this value, we send each client that completes the survey a handwritten thank you note and a gift card. Not only does it reinforce our appreciation for taking the time to complete the survey, it is a way to emphasize our gratitude for having them as customers. At Fusion, we pride ourselves on building partnerships with each of our clients, so no interaction should ever feel like a transaction. We value feedback and want our clients to know how it’s used.
The ISO 9001:2015 standard identifies Customer Satisfaction as one of the key measurements of the performance of the organization and quality management system. Communication with our clients is an essential driver to the growth of our business and stronger relationships. Knowing what keeps our customers coming back over and over again is the secret to our success.
For more information on Fusion’s Cobot Systems Integration Services and Products, please contact us at email@example.com or at 866-952-9020.