Hope Group Receives Praise
From Customers During Survey Northboro MA - (7-27-2005) The Hope Group today announced it received high praise from its customers according to the recently released results of a Customer Satisfaction Survey conducted by its marketing department among the top 250 customers of this regional industrial distribution company.
As part of its annual ISO 9001:2000 commitment to collect feedback from its customers on its performance, The Hope Group conducted in-depth interviews with over 100 of its top 250 customers releasing preliminary results to its employees and customers this week. The survey was conducted by the marketing department over a two week period which ended June 30, 2005. Some of the preliminary results were compiled and reported at a recent ISO training session at the company’s corporate headquarters in Northboro, MA.
According to Joe DeMarco, Hope Group Director of Quality, the ISO requirement for collecting feedback from customers is an integral part of the continuous improvement process. One of the first conclusions drawn from early reports was that for the most part, Hope Group customers were happy with the products, people and services provided by the company.
Of the 101 people who were interviewed, 95 percent rated Hope Group a 5 or 4 on a scale of 1 to 5. That means that 95 percent of the customers said Hope Group was above average or excellent in its overall rating. The balance of customers surveyed said the company was average. According to Tony Cantone, VP of Sales and Marketing, the comments and concerns of the five percent rating the company’s performance as average would be reviewed and responded to during the coming weeks.
One of the interesting and somewhat unexpected areas that customers commented on was a feeling that The Hope Group’s sales team should be introducing and describing new products, technology and services to help them run their businesses. Implied in this was a belief that The Hope Group should be a source for them to find new ways to accomplish their business goals.
The Hope Group conducts regular annual surveys to help identify trends in customer requirements for its hydraulic, pneumatic, automation and instrumentation components and systems. Specialized surveys are conducted regarding specific products or customers to help focus the marketing and customer service practices of The Hope Group.
The Hope Group is a leading independent industrial distributor in New England. It has locations in Maine, New Hampshire, Massachusetts and Rhode Island. The Hope Group owns and operates five Parker Stores in Bangor ME, Portland ME, Manchester NH, Fitchburg MA and Cranston RI. The Hope Group features motion control products from Parker, Kaeser Compressors, GE Fanuc, Cutler-Hammer, Enerpac, Curtis Compressors, WAGO and many others. Its principal product lines for motion control include hydraulics, pneumatics, automation, instrumentation, fluid connector, fluid controls, fluid power, electrical, seals, o-rings, air compressors, nitrogen generators and engineered motion control systems.
