Siemens Award-Winning Customer Satisfaction

Siemens Industry Inc., Building Technologies Division has been awarded the MarketTools CustomerSat™ Ace Award for achievement in Customer Excellence, specifically for onsite service satisfaction. This honor recognizes Siemens rigorous customer feedback processes and outstanding performance during 2009 as measured by the implementation of these processes.

“Siemens is honored to have received a CustomerSat Ace Award for the second straight year. The award reinforces our organization’s commitment to delivering the best possible customer experience. Through the survey processes, we are able to continually identify areas where we can enhance and improve the customer experience,” said Kimberly Fulcher, director of Customer Excellence for Building Technologies.

Throughout 2009, the Building Technologies Division conducted hundreds of surveys with customers from its building automation, fire and life safety, security and control products/systems services and solutions business units. Siemens surveyed all vertical markets the company does business in, including commercial office, healthcare, higher-education, K-12 schools, data centers and life sciences.

The award is based upon customer satisfaction surveys implemented during 2009 and processed in 2010. Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a six-month period during the year. CustomerSat ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable.

MarketTools CustomerSat ACE Awards

MarketTools is the leading provider of software and services for Enterprise Feedback Management (EFM) and Market Research. Established in 2005, the MarketTools CustomerSat ACE Awards program recognizes outstanding achievement in customer satisfaction. To be eligible for a MarketTools CustomerSat ACE Award, clients must complete an application form and have conducted one or more customer satisfaction surveys during the calendar year for which the award is given. Qualifying performance is determined by a combination of customer satisfaction mean scores and top-box rating percentages maintained during at least a 6-month period during the calendar year. The customer feedback on which awards are based must be representative of the entire business, business unit or business segment to which the award applies. MarketTools ensures that the survey processes on which metrics are based are rigorous, defensible and repeatable. Surveys may use either a census of customers or representative sampling with specified minimum confidence levels and maximum margins of error.