Rational is confident that its response to service calls is one of the best in the business after conducting a huge global survey of customers.
The company says it aimed to find out if service calls carried out around the world were being done to the standards it expects everywhere and whether customers saw any room for improvement.
Rational launched the survey last year in 24 languages with the objective of analysing worldwide customer satisfaction with regard to service quality.
The survey was aimed specifically at customers who had recently requested a service call from a Rational Service Partner, with more than 2,500 customers participating in the study.
The results showed that more than 80% of participants rated customer service as ‘excellent’ (the best possible rating) and or ‘very good’ (the second best rating). Another 12% rated the service as good.
Customers were also encouraged to describe their experience in their own words and to state any improvements they would like to see. Its communication, quick response time and the availability of spare parts all figured highly.
“The key to all our success lies in customer satisfaction. We see the reward for our shared effort in continuously creating benefit for our users,” said Hans-Werner Albrecht, managing director of Rational.
Rational’s free ServicePlus package is part of its global offering and encompasses on-site training after purchase, further training at the Academy RATIONAL, ChefLine for personal answers to questions on applications and recipes 365 days a year and Rational Customer Service with a guaranteed supply of spare parts and a weekend call-out team.