Screen USA Gets High Marks in Survey Conducted with Customers
Monday, September 23, 2002
35th Anniversary Customer Opinion Survey Shows Strong Satisfaction ROLLING MEADOWS, Ill. -Screen (USA) is marking its 35th anniversary with an assessment of its success in satisfying its customers and providing quality products. Results of an opinion survey of 2,000 Screen customers, just completed by State Street Consultants, give Screen much to be proud of. More than 90 percent of Screen’s customers are very happy with Screen and its products. They say their expectations were met or exceeded. Users of Screen’s computer-to-plate (CTP) systems are especially happy as indicated by the large number (two-thirds) who say they are more satisfied than expected and the fact that none were dissatisfied. Most would buy Screen products again, a significant statement of satisfaction. Screen’s special strengths, noted by the company’s customers, are its products (especially Screen CTP systems), product value and staff. In addition, service and support are thought of very highly by many. Screen Products Screen’s customers all have good things to say about Screen. They particularly view its products as one of the company’s strong points, especially its CTP systems. Ninety-two percent of respondents mention something positive about Screen’s products. -Customers see Screen’s technology as its greatest competitive strength. -Another reason for the perception of high quality is product reliability, long a Screen strength. -Durability, ease of use, good design and engineering, good performance, consistent output quality, diverse product line and up-to-date equipment are other product attributes mentioned as strengths by Screen customers. -Customers generally find that Screen’s price is competitive. Screen Staff Screen staff is another company strength. -Screen service and support people is one clear area of strength. Customers overwhelmingly believe that they are professional, knowledgeable and easy to deal with. -Most customers find Screen administrative, finance and billing personnel to be courteous, helpful and easy to deal with. -In general, customers consider Screen sales staff to be helpful, knowledgeable and easy to deal with. They are generally viewed to be comparable to the competition. Overall Product Value One of the most important measures of customer satisfaction is whether products provide value and are worth the money paid for them. Screen customers definitely believe that they receive their money’s worth with Screen products. This is clearly a Screen strength. Market Presence and Communication While nearly one-fourth of survey respondents believe Screen needs no improvements, many say Screen needs to make a much greater effort to increase its market presence and improve its communication, both with customers and the broader market. -Some customers feel that Screen is not proactive enough in its sales and marketing efforts. -While many customers believe they are well informed about Screen, nearly as many do not feel they have good information about Screen. Conclusion In conclusion, Screen products and staff earn high marks from its customers. Now Screen needs to get the word out, along with better information about its highly rated products. About Screen (USA) Screen (USA) is a wholly owned subsidiary of Dainippon Screen Manufacturing Co., Ltd. Dainippon Screen, based in Kyoto, Japan, is one of the world's largest developers, manufacturers and suppliers of system components for the prepress and printing industries. For more information, contact Screen (USA) at 5110 Tollview Drive, Rolling Meadows, IL 60008. Telephone: (800) 372-7737 or (847) 870-7400; fax: (847) 870-0149; Web site: www. screenusa.com.