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By Gerry Gallagher | Feb 17, 2015
Industry trends

Last week we reported the results from our bi-annual customer satisfaction survey. The majority of the survey covered areas related to satisfaction of working with GMN. In addition to assessing customer satisfaction, the survey also asks questions related to customer service trends. The goal of these questions is to confirm or establish new trends within the industry.

The industry trends section of the survey asked participants to indicate to which degree they agree with various trends GMN has noticed within the industry. Based on customer feedback we confirmed the following trends:

  • Increasing integration of touch technology into product user interfaces (glass interface)
  • Growing dependence on suppliers for engineering and design support as experts within our specialized field
  • Suppliers who can offer multiple products are valued

Respondents also identified a number of changes impacting business and suggestions for what GMN can do to help them adapt. Customers suggested end customer cost down initiatives, off-shoring manufacturing and a growing dependence on contract manufacturers – all areas GMN has already been working to improve.

As we look to the future of manufacturing, we are excited to see that we are on track with industry changes and trends. We will continue to assess industry trends and changes in future customer surveys, and look forward to continuing efforts to better serve our customers. 

By Gerry Gallagher | Feb 10, 2015
Graph bar upward trend

As part of GMN’s commitment to excellence and its customers, every 6 months GMN conducts a customer survey to asses our customers’ satisfaction. The survey also fulfills part of GMN’s quality system requirements. GMN’s bi-annual customer survey is made up of a series of ranking and short answer questions related to various aspects of the customer experience, product quality, value, and more.

Every bi-annual customer survey we are pleased to report that the majority of our customers are pleased with their overall experience and would recommend working with us. Over the last 15 surveys, more than 92% of customers reported that they would recommend working with GMN.

Compared to the last survey, this survey saw improvements in a number of areas. More than 90% of respondents rated their experience with GMN as good or excelling in the following areas:

  • Overall experience of manufacturing and industry expertise
  • Sales people responsiveness, expertise, communication, and overall experience
  • Experience working with GMN new product managers and account managers

While the majority of our customers report satisfaction with GMN, areas in need of improvement were also pointed out. We are continually making efforts to improve all aspects of our business. Recently many employees have been involved in customer service training, lean manufacturing workshops, and other continuous improvement efforts. We are excited to see how these efforts will improve our customers’ experience with us.

We look forward to continuing our efforts to improve all aspects of our service and manufacturing.