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What is the significance of customer satisfaction to MTA?
High quality customer service is an integral part of our company’s philosophy. While quality in service and products can be defined in many ways, the final arbiter of quality is always the customer. Positive results make our customers happy, our projects top notch, our business successful, and our employees proud of what we do. To this end, we know we have to closely monitor our customers’ experiences.
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Customer Satisfaction is the cornerstone of our organization; it’s part of our culture. We continually survey our customers to measure our performance from their perspective.
Therese Kingsbury
MTA President |
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What are our measuring sticks?
We are continuously measuring the experiences of our customers and their perception of our performance. From this we learn what we’re doing right. More telling, however, is getting a sense of what isn’t working well so we can quickly respond to make corrections or improvements. We take every opportunity to ensure we’re “on track” to provide the best quality service and products possible.
How do we measure our performance?
 At the completion of each project, all MTA customers are queried on specific areas of our performance. They are asked to give us candid feedback rating us in defined categories regarding the products and services we recently provided them. MTA management reviews every returned survey, and posts it for all employees to review. Results are regularly discussed and addressed in team meetings.
The surveys returned from our customers with 100% “exceeds expectations” ratings are read aloud at our monthly company-wide employee meetings to celebrate our performance. MTA employees take great pride in taking good care of our customers.
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MTA Customer Satisfaction Results |
2003 |
2004 |
2005 |
2006 |
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Please rate MTA’s products for: |
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Quality and performance |
100% |
97.5% |
98.3% |
98.6% |
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Consistency of finishes, fabrics and detailing |
98.8% |
97.5% |
96.8% |
97.9% |
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Availability within an acceptable time frame |
95.4% |
96.6% |
94.3% |
93.4% |
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Please rate MTA’s sales representative as to: |
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On-time arrival for meetings |
99.4% |
99.4% |
98.1% |
98.1% |
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Preparedness for meetings |
98.7% |
98.9% |
98.5% |
99.1% |
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Demonstrated desire to listen to your needs and requirements |
98.1% |
98.5% |
100% |
99.1% |
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Timely, complete and accurate information |
97.5% |
98.4% |
94.6% |
97.3% |
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Follow-through on commitments |
96% |
97.3% |
97.2% |
97.3% |
Knowledge of our products and their application |
100% |
99% |
98.7% |
99.1% |
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Please rate MTA’s design personnel as to: |
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On-time arrival for meetings |
100% |
99.5% |
100% |
100% |
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Preparedness for meetings |
98.3% |
99.3% |
100% |
100% |
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Demonstrated desire to listen to your needs and requirements |
97.6% |
97.6% |
100% |
100% |
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Timely, complete and accurate information |
97.2% |
97.9% |
98.3% |
97.8% |
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Thorough and appropriate design solution |
96.5% |
97.4% |
99.2% |
97.8% |
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Follow-through on commitments |
99% |
99.2% |
100% |
98.9% |
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Knowledge of our products and their application |
98.3% |
100% |
100% |
98.8% |
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Please rate MTA’s project coordination/management services personnel as to: |
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Kept you informed about the status of your order |
94.1% |
96.8% |
96.7% |
95.6% |
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On-time arrival and preparedness for meetings |
98% |
100% |
98.3% |
99.0% |
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Demonstrated desire to listen to your needs and requirements for coordination of installation/relocation of personnel |
98.1% |
100% |
99.2% |
97.3% |
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Timely, complete and accurate information |
95.33% |
98.4% |
98.1% |
97.3% |
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Coordination of installation of products and relocation of personnel with other contractors (i.e., electrician, cablers, general contractor, etc.) |
95.4% |
99.6% |
97.5% |
97.1% |
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Resolution of product/installation/relocation problems to your satisfaction and in a timely manner |
95.4% |
97.6% |
98.6% |
94.4% |
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Please rate MTA’s installation/relocation team as to whether we were: |
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On-time arrival |
94.7% |
98.5% |
98.6% |
98.5% |
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Knowledgeable of our products and their application |
99.5% |
99.6% |
99.3% |
99.2% |
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Prepared and exhibited a good understanding of the assignment |
99% |
99.5% |
98% |
99.2% |
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Professional in appearance and attitude |
97.9% |
100% |
99.5% |
99.3% |
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Thorough, leaving your product clean,
adjusted and ready for use |
98.3% |
99.2% |
95.8% |
99.3% |
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Responsive to your needs and eager to assist |
99.5% |
100% |
98.7% |
99.2% |
Total Annual Average: |
97.7% |
98.7% |
98.3% |
98.2% |
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