News | November 6, 2006

Philips Claims Top Rank In Survey Of Customer Service In Patient Monitoring And Ultrasound

Andover, MA — Royal Philips announced recently that customers have rated its Medical Systems division number one in overall service performance for Patient Monitoring Systems and Ultrasound All Systems, comprising Radiology/OB-Gyn and Cardiology instruments, in the annual IMV ServiceTrak™ surveys. The results of the 2006 IMV analysis also show Philips earning top ranking in overall manufacturer satisfaction for patient monitoring and another first-place ranking for probability of repurchase for both ultrasound and patient monitoring.

"That Philips consistently earns the highest marks in key service performance areas is a tribute to our dedicated service professionals who take the company's commitment to outstanding service as a personal call to action," said Tom Kirkland, senior vice president of customer services, North America, for Philips Medical Systems. "While it's gratifying to see where we exceed customer expectations, we focus just as intently on where we need to improve. We understand that, for our customers, the ultimate expectation is that Philips will work harder and smarter every day to deliver superb patient care."

In separate independent surveys by IMV Limited, customers were asked to rate ultrasound and patient monitoring systems manufacturers on a broad range of factors across the product ownership lifecycle.

For patient monitoring service and performance, Philips led with 20 number one rankings within the areas of system performance, satisfaction with manufacturer, OEM service performance, help desk telephone support, satisfaction with service engineer, and installation and training.

Similarly, for ultrasound all systems service and performance, Philips leadership was confirmed in 15 factors, including top marks in the areas of service engineer performance, emergency response, satisfaction with service and manufacturer, help desk telephone support and remote dial-in diagnostic support.

Philips also scored 16 top ratings in the separate 2006 Ultrasound Radiology / OB GYN ServiceTrak report published by IMV, outperforming competitors with the most first-place rankings in the industry, most notably — company sources said — in key performance factors such as overall service performance and probability of repurchase.

Philips recently introduced enhancements to its iU22, iE33, HD11XE, EnVisor and HD3 ultrasound platforms, as it hopes to raise the bar for image quality, intelligent functionality and clinical versatility.

SOURCE: Royal Philips Electronics