A Success Story
A Service Measurement Success Story
“Rugged” Laptop Manufacturer Reinforces Service Commitment to Customers Using Service Benchmark Results
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Joe Carney
Manager of Technical Services
Panasonic Computer Solutions Company, a division of Panasonic North America
“The comparative data we get from the industry benchmark is imperative in validating our service ranking with customers. Also, we now have the detailed data to properly monitor our service capabilities to ensure that service is at or above expected levels. ”
Joe Carney
Manager of Technical Services
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SITUATION
Panasonic’s Toughbook Laptops are known for their durability and toughness in difficult environments like construction sites and oil rigs. As a result, service is a critical factor in the customer’s purchasing decision.
For years, the company used internal measurement processes to reinforce service quality, but that wasn’t enough. Customers were demanding unbiased service comparisons against other notebook manufacturers.
Panasonic knew that it had to find a way to appease the customer by not only measuring, but comparing its service capabilities to its competitors. At the same time, the company wanted to study every aspect of service so they could better understand exactly where improvements were needed.
SOLUTION
The company began participating in a unique service benchmark, offered by SERVICE 800 that measures customer satisfaction within hours or days of the event. SERVICE 800 provides real-time customer feedback to benchmark participants, allowing them to understand their service performance at every customer touch point and confidentially compare it to the competition.
RESULTS
Participation in the benchmark program revealed that the company is a service leader in several areas, but now they actively use benchmark data to support their claim and customers have responded favorably. What is more, Panasonic uses the granular service feedback to further enhance service levels by investing in areas in which they want to lead the service pack.
“The benchmark data we present to potential customers really gives them that sense of security they are looking for when choosing a laptop manufacturer.”
Joe Carney
Manager of Technical Services
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