Conducted between May and July 2014 by an independent research consultant, the biennial Customer Opinion Survey (COS) received around 1,000 completed questionnaires, and also interviewed in-depth about 130 customers, at different rankings. The survey provided customers’ feedback for continuous improvement of EMSTF service quality and business processes.
Asked whether EMSTF was considered their most preferred E&M service provider, 75% respondents indicated that they “always”, “very often” or “often” preferred EMSTF, which was 18% higher than that recorded in COS 2012.
Customers also recognised EMSTF’s strengths in service competitiveness. In COS 2014, it attained a record high Service Competitiveness Index of 6.19, an increase of 5.5% compared to that of 2012.
Customer satisfaction is a strong indication of EMSTF’s service quality and reliability. In fact, 72% respondents acknowledged that “reliability” was the key factor driving them to continue choosing EMSTF’s engineering services. It was followed by “technical competency” and “service quality”. “Price” is the least important factor among all.
Overall, EMSTF achieved a record high overall Customer Satisfaction Index of 6.22 on an 8-point scale. This is another strong indication of customers’ recognition of EMSTF’s performance.