Ten year award given for consistent commitment to quality customer service proven by regular performance at or above industry benchmark
Press release
Mortsel, Belgium/Greenville, SC
August 22, 2013 4:00 PM CET
- Agfa HealthCare recognized for exemplary customer service by customer satisfaction measurement company, SERVICE 800. - Company's remote service organization has increased customer loyalty by more than 12 linear points as measured through Net Promoter Value. - Agfa HealthCare's worldwide support capabilities help its customers maximize investments, optimize performance and costs, and enhance the delivery of patient care.
Agfa HealthCare has been recognized with a ten year award from SERVICE 800's Customer Satisfaction Executive Conference (CSEC) for a consistent commitment to quality customer service proven by regular performance at or above industry benchmark over a ten year period. The award was recently announced and presented at the CSEC in Minneapolis, Minnesota.
"We take pride in not just delivering products, but providing high level support to our customers, and so we are honored to be recognized by SERVICE 800 for our commitment to meet and exceed their industry benchmarks," said Jeff Merrill, Vice President of Agfa HealthCare's Service Organization for North America. "Our organization has worked hard raising the bar on driving customer loyalty as measured through Net Promoter Value, and we're happy to report we've seen an increase there."
Continuous dedication to surpass customer satisfaction
Agfa HealthCare's Remote Services organization has increased Net Promoter Value (NPV), a core measurement tool that can be used to gauge the loyalty of a company's customer relationships, by more than 12 linear points over a three year period with continuous dedication to surpass customer satisfaction with support from real-time customer response feedback tools provided by SERVICE 800.
"We commend Agfa HealthCare for their positive efforts and commitment to providing exemplary customer service day-in and day-out," said Jean Mork Bredeson, President of SERVICE 800. "With unbiased, neutral data collection with near real-time reporting methods, our measurement is unparalleled in quality and unimpeachable in integrity helping organizations like Agfa HealthCare understand and service its customers."
For 24 years, SERVICE 800 has specialized in measuring service quality and customer satisfaction within hours or days of service experiences. SERVICE 800 is known for building collaborative programs and benchmark comparisons that reveal greatest opportunities to improve where it counts.
Agfa HealthCare's worldwide support capabilities help its customers maximize their investments, optimize their performance and costs, and enhance the delivery of their patient care. The company's service organization employees are guided by the principles of customer accountability, organization teamwork, employee ownership of the customer experience, and the highest levels of professionalism. Agfa HealthCare works with SERVICE 800 to benchmark customer satisfaction and ensure ongoing service delivery improvements.
Miriam Ladin
Marketing Communications Director - North America
One Crosswind Road
RI 02891 Westerly, Rhode Island (USA)
tel:+1 (0)401 604 22 03
fax:+1 (0)401 596 85 62
miriam.ladin@agfa.com
Marc De Fré
Global Marcom Director
tel:+32 3444 7319
marc.defre@agfa.com
Agfa-Gevaert NV is one of the world leaders in the design, manufacturing, and marketing of imaging systems and products. Net sales break down by sector of activity as follows:
- Radiology solutions (36.9%). Agfa-Gevaert NV supplies radiology departments of hospitals all over the world with traditional X-ray film, hardcopy film and printers, digital radiography equipment and image processing software. Agfa's roots are in traditional medical imaging, but in today's healthcare market, digital radiography has become the dominant technology. All Agfa's digital radiography systems are offered with the company's leading MUSICA image processing software and its MUSICA workstation for image identification, acquisition and quality control;
- Digital Print & Chemicals (35.6%). Agfa-Gevaert NV supplies sign & display printing companies with a range of highly productive and versatile wide-format inkjet printers and dedicated inks, in addition to workflow software, cutting machines and inkjet media. Agfa produces classic film-based products, such as film for non-destructive testing and aerial photography, as well as microfilm and film for the production of printed circuit boards;
- HealthCare IT (21.6%). Agfa-Gevaert NV offers Imaging IT Solutions (The Enterprise Imaging platform creates a true imaging record for every patient, containing all possible images of the patient, regardless of the department and the facility that created them), Hospital IT Solutions (the leading Hospital Information System /Clinical Information System ORBIS, connects medical departments and administrative departments of hospitals into one virtual network), and Integrated Care Solutions (these solutions support collaboration across the borders of care organizations and medical disciplines and enable hospitals to actively engage with all stakeholders in the expanded care process, including physicians, informal care-givers and patients) ;
- Offset solutions (5.9%). Agfa-Gevaert NV is a leading supplier to the printing industry, offering innovative and reliable solutions. Commercial, newspaper and packaging printers around the globe rely on Agfa for the most extensive range of integrated solutions, from computer-to-plate systems with digital offset plates over color management and workflow optimization software to pressroom chemicals.
AGFA-GEVAERT NV 
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