Health Imaging subsidiary of major technology corporation
			The client was concerned about anecdotal customer support problems unidentified in two previous internal surveys. The concern dealt with customer service and support following installation of health imaging equipment throughout the United States. They wanted an experienced third-party to gather objective information on which to base operational decisions.
			Collaborating with the client, JFA designed and administered a comprehensive telephone survey of their customers. The data from the survey was analyzed and presented along with operational recommendations suggested by the findings.
			Specific findings from the survey pinpointed customer support problems that were threatening customer loyalty and the subsequent loss of revenue. Structural and process changes were made to address these customer concerns resulting in greatly improved customer service.
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