Engineered Systems Magazine

Yaskawa America recognized for customer service

July 23, 2013

The Drives & Motion Division of Yaskawa America Inc. was honored with a customer service award from Omega Management Group. The NorthFace ScoreBoard Award from Omega Management is presented annually to companies who, as rated solely by their own customers, exceeded expectations in customer satisfaction during the prior calendar year.

“The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president and CEO of Omega. “In 2012, more than 250 projects, many international in scope, were judged from scores of companies based in the U.S. and abroad. The majority of companies are repeat recipients, which shows that, despite the tough economy, implementing a CEM strategy is a reliable, proven way to achieve business success.”

Omega’s methodology measures customer satisfaction and loyalty levels on a five-point scale (or equivalent) four times during the year in such categories as technical support, field service, customer service, and account management. NorthFace ScoreBoard Award recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0.

“Yaskawa is one of the few companies with a bona fide customer relationship management program.  It requires a significant commitment from our associates, but our customers’ satisfaction and sense of family are part of the quality experience we want to provide,” said Dennis Fitzgerald, vice president of customer satisfaction at Yaskawa. “Receiving the Northface ScoreBoard Award validates our ongoing commitment to exceed our customer’s expectations and provide them with the very best customer experience.”