Quality

Customer Satisfaction

We're not satisfied until you're satisfied.

At ESC, total customer satisfaction is our top priority and it goes hand-in-hand with manufacturing the finest Printed Circuit Board Assemblies available.

Designed to provide open and honest communication and immediate feedback to our production supervisors, ESC conducts monthly Customer Satisfaction Surveys. We gauge our clients' satisfaction based on a five-point scale (1 - 5) with 1 being the least satisfied and 5 being the most satisfied. That survey breaks down into the following criteria:

  • Quality
  • Delivery
  • Responsiveness
  • Communication
  • Overall Satisfaction

The results of all feedback help to identify and resolve problems in a timely manner.

In addition to customer surveys, internally, we've implemented a Gain-Sharing Bonus Plan that rewards our program managers and key production personnel for customer satisfaction and profitability.

  • Monthly Customer Satisfaction Rating derived from Customers Satisfaction Surveys submitted during that month
  • Baseline score for Customer Satisfaction established in July 2003
  • Profitability based on three month rolling average
  • Bonus Pool based on gains made in Customer Satisfaction and Profitability
  • Bonus Checks distributed monthly

With this plan, we've formalized our commitment to Total Customer Satisfaction. Your continued participation and timely submittals of Customer Satisfaction Surveys will help to ensure the success of this program.