Customer Survey praises Prime Vision Support
Postal organisations naturally seek automation products that outperform others. But in today’s market superior features and benefits aren’t sufficient in themselves to ensure best return on investment. Increasingly the quality of post-installation service and support is becoming a crucial factor.
Automation can substantially boost the cost-efficiency of any operation but if downtime isn’t minimised then this advantage can be nullified. Prime Vision OCR operates at the heart of critically important postal sorting systems throughout the world. Its systems are built to be robust and fault-tolerant to ensure the best return on the automation investment. However the company has also developed an expert parallel support mechanism to guarantee that any problems will be handled swiftly and efficiently.
Prime Vision actively asks for customer feedback on all its products, including service and has recently analysed statistics from its annual customer satisfaction questionnaire. Customers were asked to rate satisfaction in service response time on a scale of 1 – 5 and for this Prime Vision scored an average of 3.83. Satisfaction in the quality of reports issued by the company in response to a service problem was rated at 3.68 and overall satisfaction in service level came in at a creditable 4.08.
“The company is very pleased with the results,” commented Prime Vision’s Mark Ryder. “We only received a few suggestions for improvement and most of our customers confirmed that we do everything they expect, and more. Exceeding expectations is our aim and there is always room for improvement; therefore we will be striving for even better figures other the coming year.”