UK wide customer satisfaction survey finds excellence in professionalism, knowledge and quality of people and products as company continues its focus on great customer service
Canon Medical Systems UK has again been highly commended by its customers up and down the country in its recent half year service support survey. Achieving an average of 92% in the overall satisfaction score, respondents were asked to rate the company for its professionalism, knowledge, quality of solution, problem resolution and communications. In the month of July, following the early peak of the COVID-19 pandemic, Canon Medical achieved 100% across all survey categories.
The Service Operations Support survey* is a rolling monthly programme of research to continually monitor Canon Medical across key performance areas. The feedback from UK customers including radiographers, sonographers, clinicians and healthcare business managers offers critical insights into areas of improvement. This helps to underpin the company’s vision to become the best customer partner in the sector.
“It’s been a challenging year for all in healthcare, but Canon Medical has continued to be very supportive in keeping scanners operational and great at communications to keep us informed. They are always fast to respond and active to resolve.”
Judith Sugden, CT Superintendent Radiographer at Northern General Hospital.
Paul Parsons, Director, Service and Technical Support at Canon Medical commented, “The service received was very professional”; “always had a very prompt and faultless service from Canon engineers”; “fast response to breakdown and active resolution of problem to get scanner operational again”; “always helpful, courteous and professional, and answer calls promptly”; “always receive quick and positive resolution to any reported problems”; “their systems are so user friendly, Canon colleagues are so approachable and flexible” were among the other comments received.
Canon Medical provides innovative CT, MRI, Ultrasound, X-ray and Interventional Imaging equipment to meet the challenges of modern medical imaging by improving clinical confidence, streamlining workflow and powering productivity.
*Canon Medical Systems customer satisfaction survey is undertaken by an independent market research company Integron.
“Canon Medical delivers a high level of service and has continued to do so this year despite everything that is going on. Its team has complied with all the coronavirus restrictions at our site and are reliable and responsive when we need them for a breakdown or emergency.”
Virginia Blake, Ultrasound Team Lead, Royal Cornwall Hospital
The survey findings have been of particular interest as they cover the period of the recent outbreak of Coronavirus. In that time, Canon Medical activated its ‘fast response task force’ to quickly adapt to the fast-changing environment and ensure business continuity in light of the pandemic. This aimed to ensure the continued delivery of first class, reliable imaging equipment service to healthcare organisations through uninterrupted supply chain management, remote diagnostics and 7-day support.
“The results of this new customer satisfaction survey are positive news as they help us keep a check on our performance as we focus on being the best customer partner in the medical imaging sector.
The purchase of medical equipment is just the start of a relationship with Canon Medical and our installation teams, application specialists, engineers and call centre staff ensure that customer needs are met at all times to the best standard possible.”
Paul Parsons, Director, Service and Technical Support at Canon Medical