Here at NEC New Zealand, we are committed to continuous development. This applies to both our internal processes but also our commitment to our customers. Customer service is important to us and we often find that our most important team members when it comes to delivering exceptional customer service are our Field Services Team.
If you’re not sure about the role of a Field Service Engineer, or the sector as a whole, make sure you check out our recent post, “What is the Field Service Industry?”, where you can learn a lot more about the role of a Field Service Engineer and how that has changed over the past decade.
Today, a Field Service Technician or Engineer is often acting as the face of the business and can in many situations, provide the only real face to face contact between companies and their customers. In a 2017 Customer Service Trends Report, analyst firm Forrester indicated that field service will become “the face of the company” for organisations in many different industries.
With that in mind, we wanted to find out what our current customers think about NEC New Zealand and our service standards, so we carried out a survey, with 17 respondents from a wide range of sectors. Here are some of the key findings:
Customer service is a high priority
We have already talked about the importance of customer service here at NEC New Zealand and the results of the survey back up our commitment to delivering exceptional customer service out in the field.
95% of respondents rated our customer service as ‘High’ (7-10) with an average score of 9.18/10.
This quantitative feedback was supported by some glowing comments in response to the question, “What do you most enjoy about working with NEC NZ?”:
“They are easy to deal with and always happy to help.”
“Reliability, responsiveness, quality, and knowing it will happen.”
“High level of professionalism and knowledge across their field technicians/engineers. Cello and NEC NZ have a really great partnership.”
Reliability stands out
Customers need to know that you can deliver on your promises and here at NEC New Zealand, we do just that. When asked which words they would use to describe NEC NZ, our current customers were quick to respond with reliability (15), high quality (11), and trusted to deliver (11) the top three words used by customers to describe working with NEC New Zealand.
We also scored well in agility (9) and always meeting the needs of customers (6), all pointing towards a high-quality level of service which customers can truly rely on.
What else do our customers say?
We also asked our current customers to provide us with any further comments they have regarding their relationship with NEC New Zealand and it’s great to see our customers sharing the same enthusiasm and passion for our working relationships as we have:
“Without NEC we would not be able to deliver our services to our customers, so their help is much appreciated.”
“NEC techs go out of their way to assist in all circumstances. It makes my day easier. Thanks.”
“Always been a great, reliable company. Really good when the chips are down.”
“I find NEC friendly and helpful. They are keen to assist wherever possible to meet our organisational objectives.”
“NEC NZ continue to provide outstanding customers service, knowledge, and a high level of professionalism in the field service area. Definitely one of the best field services teams in NZ!”
Summary
Customer feedback is an important part of our drive for continuous improvement here at NEC New Zealand and it’s great to get such positive feedback for our Field Services team.
You can find out more about the work carried out by the team on our Field Services page and feel free to get in touch today to find out more about how we can work with your business.
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