GE Healthcare Bone Mineral Densitometry Ranked Top in Customer Satisfaction

Giles, UK) number one for customer satisfaction for the second consecutive quarter.

Not only did GE Healthcare's GE Lunar bone mineral densitometry products achieve the highest overall user satisfaction composite rating from MD Buyline's member network of more than 3,200 hospitals, but it also improved its previous scores in all eight categories: systems performance; system reliability; installation and implementation; applications training; service response time; service repair quality; and overall composite score.

This achievement is consistent with GE Healthcare's own customer satisfaction efforts, including its own customer advisory board, periodic surveys, and using feedback to seek continuous improvement. Latest scores revealed a 97% rate for customers who are not only satisfied, but also often willing to recommend GE Healthcare Lunar Service to a peer.

GE Healthcare Lunar, a leading densitometry equipment partner worldwide, helps physicians measure bone mineral density in patients, as well as enabling licensed medical practitioners to simultaneously assess body composition and ascertain fat distribution in adults. This X-ray technology, called dual-energy X-ray absorbtiometry (DXA) scanning, measures and calculates bone, fat, and muscle mass. Another Lunar technology utilizes quantitative ultrasound to measure the heel to assess fracture risk.

Major GE Healthcare Lunar service features that contributed to its improvement in MD Buyline scores are (1) bone mineral densitometry online support center staff in Madison, WI, USA, who answers customer calls in approximately less than 20 seconds; (2) ability to diagnose and support service and applications queries remotely with the GE InSite ExC platform's connectivity, which allows GE to deliver remote fixes in 15 minutes or less, up to 87% of the time; (3) and field engineers who are certified annually on the equipment hardware and software applications.

"We are very proud of this steady increase in scores from those who use the product every day. This reflects the GE Healthcare Lunar's commitment to focus on the customer experience,” said David Schlack, general manager of GE Healthcare's Lunar Services. "Our investments in people, processes, and our infrastructure are enabling us to exceed customers' expectations, and making our ‘Early Health' model a reality through helping to achieve earlier disease detection and prevention in osteoporosis. We are committed to maintaining our number one ranking with our customers.”

MD Buyline maintains an extremely large online database on medical capital and informatics purchasing, discounting, user feedback, and vendor information. Data comes from vendor quotations submitted by members; interviews with real users; clinical site visits; trade shows; factory tours; and vendor demonstrations.

GE Healthcare provides transformational medical technologies and services. GE Healthcare's broad range of products and services enable healthcare providers to better diagnose and treat cancer, heart disease, neurological diseases, and other conditions earlier.


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