Yaskawa America Drives & Motion Division Wins the 2018 Gold Interaction Metrics Award

Yaskawa 400

April 16, 2019

The Drives & Motion Division of Yaskawa America, Inc. is proud to announce that it has been recognized for customer experience excellence with the prestigious Interaction Metrics Gold Award. To achieve the Gold Award, nearly 100 aspects of Yaskawa were analyzed using statistically-valid samples derived from a customer feedback survey sent to End-Users, Distributors, OEMs, and Yaskawa employees.

The customer experience metric used to evaluate Yaskawa’s success is QCI™ Score (Quality of Customer Interaction). It’s the only score in the customer experience industry that tracks every aspect of the lived customer experience weighted by how important those aspects are for each customer. Due to its precision, it’s difficult to reach a score that’s high enough to be recognized with an Interaction Metrics award. In fact, less than 5% of companies achieve it.

“Yaskawa is to be congratulated for excelling across the many touchpoints that comprise the customer experience,” said Martha Brooke, Interaction Metrics Chief Analyst, and Founder.

Dennis Fitzgerald, Yaskawa’s Vice President of Customer Satisfaction added that “From the extensive analysis that stands behind our Interaction Metrics Gold Award, we have tremendous insight into what our customers value most about our company, and how we can continuously improve.”

QCI™ Score is based on multiple inputs accounting for the fact that experiences are complex and different for each customer. It was developed to counteract the usual ways of measuring the customer experience which favor simplistic methods at the expense of accuracy and actionability.

Source

Related Articles



Editor’s Pick: Featured Article

Weidmüller’s u-control 2000: The Automation Controller

Weidmüller’s u-control 2000: The Automation Controller

Weidmüller’s scalable engineering software, u-control 2000, adapts individually to your requirements. And, the u-control is powerful, compact and fully compatible with Weidmüller’s I/O system u-remote. This article looks at what makes u-control the heart of your automation.

Programmable logic controllers (PLCs) are one of the main components of any automated system. A typical control system has inputs, outputs, controllers (i.e., PLCs), and some type of human interaction with the system, a human machine interface (HMI), for example.

Read More



Latest Articles

  • Making the Sustainable Transformation of the Process Industry a Success

    March 25, 2024 By Krystie Johnston and Dr. Manfred Jagiella Sustainability facilitates opportunity when approached with a mindset to preserve resources and promote circularity. We share one Earth, and it is our global responsibility to care for it for the next generation. Endress+Hauser is one global company that understands this responsibility – and practices it… Read More…

  • Upgrading Legacy Automation: Implications, Challenges, and Best Practices

    March 25, 2024 On today’s factory floor, upgrading legacy automation equipment is often a taboo subject. “Why fix what isn’t broken”? “What fix it unit it is broken”? “Why borrow trouble”? There are many quick rebuttals to team members who have faced a close call on the production floor around legacy equipment. Legacy automation, characterized… Read More…