To make it easier for our customers to provide feedback, GE has a long-standing, established process to capture customer comments. For years, this process involved a third party who called designated customers and solicited feedback. This data was then used to develop an actionable plan for improvement.
This year we have enhanced and streamlined our process for surveying customers utilizing a web-based tool. This survey process takes approximately 5 minutes and asks a specific set of questions related to our responsiveness, product quality, written and verbal communication, etc.
We anticipate that the insights gained from this new survey process will improve our ability to understand and respond to your issues. We have already begun rolling out the new tool. The valuable feedback we have received thus far has led us to perform a number of improvements:
1) We have a new process that will improve the effectiveness of our sales force
to understand and address your major pain points.
2) We have also begun the process to improve our invoice billing quality and
are putting additional automated controls in place to improve accuracy.
3) We now have -- for our North America customers -- an Online Store with a suite of products you can order online 24/7, book mark favorities for faster re-order and check order status on ALL orders -- even those not processed through
the Online Store.
We believe this new process will improve your experience with GE. We hope we
can count on you to help us better serve you. If you have any questions about
the new process or would like to request a survey, please contact us.