Metal Bellows at Flexial - Customer Satisfaction: Mission & Vision

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Customer Satisfaction

Flexial Corporation
built its business on customer satisfaction. We believe our task is to find our customers' needs and fulfill them better than our competition.

Your input is greatly appreciated and helps us to fulfill that commitment.

Satisfaction goes beyond quality, delivery, and price; a true focus on customer satisfaction requires a multi-dimensional approach that at Flexial includes customer satisfaction measurements, customer and employee feedback, internal motivation, training and ongoing reinforcement. Everyone at Flexial knows that each of them contributes to Customer Satisfaction.

Mission and Vision: We will do this: Further our customers’ interests with products and service of uncompromising quality, remaining accessible, professional, pro-active and resolute in word and action; living the Golden Rule. Further our own interests by remaining profitable, assisting and challenging our co-workers, supporting our vendors, expanding our capabilities, and remaining considerate of our local and global community. Further our technology through invention, innovation and development of unique, practical and beneficial new products and processes. We will be this: Recognized by customer and peer as an authority and leading supplier of premier welded bellows products and related technology.

If there was a Gold Standard for Quality Management Systems, this would be it. Flexial's systems are the strongest I have ever seen. -Underwriter's Laboratory IAQG Certified Registration Auditor

Flexial's Quality Policy

To provide our customers with welded bellows and related products that meet or exceed their expectations as a result of systematic quality planning and execution, and the application of continuous improvement principles.

Results from Recent Independent 3rd-party Customer Survey

Flexial recently contacted 100% of its customer base, including contacts from every functional area - Buyers \ Procurement, Engineering, Quality Assurance, Program Management, etc..., utilizing an independent third-party organization, to proactively seek information about customer satisfaction. We received exceptionally strong customer satisfaction feedback in all areas. We feel that the results reflect our strong position in the metal bellows market. Summary information is shown below, but we will share the unedited details of all of the customer feedback with any customer.

1 = Excellent

2 = Above Average

3 = Average

4 = Below Average

5 = Poor

Customer Service Average 1.80	Q1	My phone calls to Flexial are quickly transferred to the person who can best answer my question.	1.70
	Q2	When I leave a phone message with Flexial, the call is returned within a satisfactory period.	1.81
	Q3	When I send an e-mail to Flexial, a reply is received within a satisfactory time period.	1.97
	Q4	My Flexial service contact person is quickly able to understand or identify my problem.	1.58
	Q5	My Flexial service contact person is knowledgeable / competent with regard to my problems or needs.	1.63
	Q6	My Flexial service contact person is courteous and professional.	1.47
	Q7	The quotes I request from Flexial are returned in a timely manner.	2.03
	Q8	The quotes I receive from Flexial contain all the necessary or requested information.	1.87
	Q9	Flexials manufacturing lead times are reasonable and acceptable.	1.91
	Q10	With Flexial, my orders are processed in a timely fashion.	1.78
	Q11	With Flexial, I am able to quickly receive an accurate status update on my order.	1.79
	Q12	With Flexial, my orders are delivered when promised.	1.97
	Q13	With Flexial, any post-sale problems I have are handled quickly and conclusively.	1.93

Product Quality Average 1.69	Q14	The DURABILITY/ RELIABILITY of Flexials products?	1.47
	Q15	The FEATURES/ ENGINEERING CAPABILITIES available with Flexials products?	1.47
	Q16	The COST of Flexials products?	2.37
	Q17	The DESIGN ACCURACY of Flexials products?	1.50
	Q18	The CLARITY of DOCUMENTATION accompanying Flexials products?	1.66
	Q19	The Comprehensiveness of Documentation accompanying Flexials products?	1.69

Image Average 1.93	Q20	INNOVATIVE--continuously introduces new products and/or services; provides innovative solutions to existing problems	1.96
	Q21	QUALITY-DRIVEN--continuously strives to improve products and processes to deliver greater customer value	1.81
	Q22	EFFICIENT--meets deadlines and adheres to promised schedules; is well-managed and continuously seeks to improve its productivity	2.25
	Q23	TRUSTWORTHY--is honest in dealings with customers and other constituents; keeps promises and can be depended on to do what it says it will do	1.88
	Q24	CUSTOMER-ORIENTED--listens to the customer; is driven by the desire to help the customer; is interested in building solid relationships with customers	1.90
	Q25	TECHNICALLY COMPETENT--is highly skilled in product manufacturing; exhibits a high level of expertise in the product field in which it is engaged	1.79