GE Healthcare was ranked first among all vendors for CT and MR service, according to IMV ServiceTrak™, an independent marketing research firm specializing in medical imaging.
In a comparison against five other equipment manufacturers, GE earned top rating for the majority of 34 service categories, far exceeding industry standards, especially around “overall service performance,” “service follow-up,” “service engineer competency,” and “parts availability.” Additionally, IMV tracked remote service effectiveness.
GE Healthcare’s services business has been increasing its emphasis and resources around quality service responsiveness and is utilizing the lean process improvement methodology. In addition, the company is hiring close to 100 additional field engineers to further improve customer satisfaction.
The IMV ServiceTrak™ assessment reached 722 imaging personnel for CT, and GE ranked #1 in 23 out of 34 categories, exceeding industry standards in 31 categories. The assessment also included 481 imaging personnel for MR, and GE ranked #1 in 18 of 34 categories and exceeded industry standards in 27 categories. For both modalities, GE demonstrated continued improvement versus previous years.
IMV conducts its assessment annually, reaching radiology departments within the American Hospital Association. Research focuses on service response, service quality, and remote diagnostics. The major emphasis of the ServiceTrak report is on original equipment manufacturer performance, accompanied by comparisons with third party and in-house providers, where appropriate.