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It's often difficult for manufacturers to get critical feedback on the quality of their customer service, and particularly hard to gauge whether new initiatives are making a difference. The annual Customer Service Surveys provide this much needed information and are raising the bar on customer service in our industry. Available only to ESTA's Manufacturer Members, the surveys are conducted electronically with the results compiled by an independent consulting firm, assuring all responses remain anonymous.

Participating manufacturers submit a list of contacts to be surveyed, and we invite all employees of those companies who deal with that manufacturer to complete the survey. Respondents rate the manufacturer's performance on a series of items under the categories of Customer Service, Shipping and Billing, Technical Support, and Quotations / Project Management. This allows the manufacturers to pinpoint specific areas that need improvement. Respondents are also asked to complete questions identifying the most important weakness and strength of the company.

Manufacturers may add custom questions to the standard survey for a fee. This allows companies to create questions directly relevant to unique aspects of their operation.

The manufacturers receive a detailed report and, after all surveys have been conducted, a report showing the average scores for the industry to utilize as a benchmark. Participation in the Customer Service Surveys is available at no fee to ESTA Members.