Toshiba

Toshiba highly believes that service is one of the key success factors in achieving a long term relationship with customers. Excellent service will strengthen the belief of customers that Toshiba is the partner for the long term.

Integron conducted a customer satisfaction survey for Toshiba Medical Systems. The main objectives were to determine key customer expectations, to identify improvement items and to determine Toshiba’s competitive advantage.

Customers were asked to participate in an online survey with a pre-announcement by telephone. Toshiba Medical Systems got access to the online dashboard Customer Heartbeat® which showed all the research findings. Via this dashboard improvement items were determined down to a customer level. With the tangible improvement items Toshiba Medical Systems was able to improve its organisational performances and maintained its strengths.