Elite's Customer Survey Results Update

Dear Elite Customer,

We recently emailed many of our clients requesting feedback on our services. From the replies received, we’re very pleased that on average our services ranked from 4.19 to 4.69 out of 5, which on the scale measures from Good to Excellent. While these results are quite respectable, we still critically examined the results and we saw a few areas to improve upon in order to be more responsive and effective at meeting your expectations.

Elite Customer Survey Results *
* Note: These results are the compilation from two separate surveys sent to Elite clients.  39 clients replied in 6-2009 and 32 clients replied in 9-2009.
 

The data tell us that for the most part our sales and applications assistance, scheduling, courtesy and professionalism, and technical knowledge are commendable. While we’ve received strong reviews, we’d still like to move forward with new initiatives that will focus on building expertise through training and credentialing of our staff, as well as taking other steps that ensure scheduling flexibility and quick access to our lab.

We are focusing most of our attention even more directly at the feedback from three other areas; specifically our test reports, working environment and the overall value of our services. To improve upon our working environment, we’ve begun a project that will provide more comfortable client work space and other customer amenities. This effort should be finished within the next 4 to 6 months.

To improve the value of our services, we’re analyzing the quality of the deliverables we provide versus the price we charge. Even though our expenses continue to increase annually,we’ve managed to keep our pricing at the same levels for the past decade. We’ve managed to maintain our costs through the increased use of test automation and by working on process improvements that raise our efficiency. We understand it’s critically important to keep our test costs as low as possible, while still providing the level of service you’ve come to expect from our company. We’ll be continuing with our Lean-Kaizan programs to strip waste and inefficiency from our processes in order to pass the cost-savings onto you.

For our test report initiative, we have plans for implementing numerous improvements but we are again appealing to you to get your feedback and input on this aspect of our service. We ask for just a few minutes of your time to comment specifically on your expectations for the test reports and data you receive from us. The following link will direct you to an on-line survey that will allow us to collect, analyze, and act upon the results. We hope you can help us in this effort.

Elite Survey: Here is a link to the survey.

Thank you again for testing with Elite. We know you have options when choosing your test lab and we deeply appreciate your business. We look forward to serving you in the future.

Sincerely,

Elite Electronic Engineering, Inc.

Steve Laya
Elite Electronic Engineering, Inc.
1516 Centre Circle
Downers Grove, IL 60515
ph: 630-495-9770 x 119
cell: 630-805-1809
email: sglaya@elitetest.com
web: http://www.elitetest.com

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