Services & Support

Service Performance Measures and Targets

The global Rockwell Technical Support Centres are all required to provide outstanding levels of customer service, as required by their Support Centre Practices Certification.

Key measures include:

• Customer Satisfaction
• Average Speed of Answering the telephone
• Percentage of calls directly connected to an engineer
• Electronic Support - Response Time

Customer Satisfaction
Customer satisfaction surveys are conducted weekly by an independent survey organisation, Newton Wayman Chong. The Technical Support Centres provide Newton Wayman Chong with a list of customers who have called one of our European Centres during that week. NWC then calls and surveys approximately 90 callers in 7 categories such as:

• Quality of answer
• Politeness and courteousness
• Technical expertise

Our target is to achieve 90% of scores of 4 or 5 on a scale of 1-5, 5 being the best.

If you are contacted by Newton Wayman Chong to ask you to participate in a survey, we encourage and appreciate your cooperation. Over 88% of customers rate our service as either "satisfied" or "very satisfied".

Average Speed of Answering Telephone
The Rockwell telephone system provides data on speed of answering the telephone on every call. Approximately 90% of calls are answered within 60 seconds and with an average speed of answer less than 29 seconds.

Percentage of Calls Directly Connected to Engineer
The Rockwell telephone system provides data on how many calls are directly connected to a qualified engineer. Approximately 85% of calls are directly connected to a qualified engineer.

Electronic Support
For enquires logged via the web or email, we aim to respond within one business day.

Above metrics based on data June 2004 to July 2005