Waters Corporation has bagged the Omega Northface Scoreboard Award for exceeding customer expectations in service and satisfaction for the fifth consecutive year.
The award is given away by the Omega Management Group, a leader in implementing customer satisfaction and retention programmes. Omega will formally present the award during ceremonies on June 14 at its SCORE Conference 2006, being held at the Seaport Hotel from June 12-15 in Boston, Massachusetts.
Omega's methodology measures customer satisfaction levels during the past year, based on customer input. The company surveyed 3,100 customers in 20 countries. According to Omega's research, Waters Corporation received a score of 4.0 or higher (out of a possible 5.0) in the categories: technical support, field service, sales process, customer service and product quality.
Dr Rohit Khanna, vice president of Worldwide Marketing, Waters said, "Today's distinction underscores the important role that the company's Global Services organization plays in building customer loyalty. We are pleased that our own customers are experiencing great success with the exemplary customer services programs delivered by this organization."
According to Omega's research, companies with consistent high levels of service indicate "clear evidence of building customer loyalty," and that the satisfaction level "essentially locks-in profitable long-term customer relationships and significantly raises the bar" on its competitors.
In addition to performance maintenance, training, installation, compliance, asset management and relocations services, the company's Global Services product portfolio includes Connections Insight the industry's first Intelligent Device Service solution. Since 2004, Waters Connections Insight technology has shipped as a value-added service with the company's award-winning ACQUITY UPLC and nanoAcquity
UPLC systems. Connections Insight is an intelligent device service technology that provides continuous monitoring and instant-alert notifications for faster, proactive support that prevents problems before they occur. It provides customers maximum system uptime, consistent productivity and increased instrument availability.
Since 1984, the Omega Management Group Corp. has been a recognized expert in developing and implementing customer and employee loyalty management strategy that lead to increased product and service revenue and profits. The loyalty management services include customer and employee surveys, employee incentive programs, key account retention strategies, win-back strategies, competitive benchmark studies, and marketing of customer satisfaction results to employees, customers and the marketplace.
Waters Corporation holds worldwide leading positions in three complementary analytical technologies - liquid chromatography, mass spectrometry and thermal analysis. These markets account for approximately $5.0 billion of the overall $20 - $25 billion analytical instrument market.
Waters and Connections are registered trademarks and Acquity UPLC, nanoAcquity, Connections Insight and UPLC are trademarks of Waters Corporation.