Company addresses areas where survey shows need for improvements

BROOKVILLE, Pa. – April 1, 2024 – Miller Fabrication Solutions, a strategic metal fabrication partner for original equipment manufacturers (OEMs), today released findings from its 2023 customer survey. The company queried key contacts at its customer organizations, which include heavy industries like power generation, rail maintenance, construction and mining, to evaluate its performance.

Highlights from the 2023 survey include: 

• Overall, Miller received a 92% customer satisfaction rating.
• 96% of customers rated Miller’s product quality 4.4 out of 5.
• 75% of customers ranked the value Miller provides as excellent or above average.  
• The top three words customers used to describe Miller are “responsive,” “reliable” and “high quality.” 

“Serving our customers’ needs effectively is important to our leadership and critical to our company’s success,” said Eric D. Miller, president of Miller Fabrication Solutions. “We are intentional about being a preferred supplier partner and growing strong, long-term customer relationships. Our customer survey is a key tool that lets us know where we’re excelling and, equally importantly, where we can improve.”

Miller saw a 14% increase in respondents as compared to its most recent previous survey, conducted in 2021.

“Our customers consistently give us high ratings in customer satisfaction and product quality,” said Customer Service Manager Ryan Heffner. “Most importantly, 71% of our customers say they are likely to expand their use of Miller as a strategic supplier partner for new projects, and 63% say they are likely to expand their existing work with Miller.”

Miller’s leadership team also uses the survey responses to identify ways the company can better meet customers’ evolving needs. For example, in the 2023 survey, some customers reported concerns about quote times. The company subsequently evaluated its end-to-end quote process and identified areas for increased efficiencies. Specifically, Miller realigned the department’s reporting structure and reallocated team members’ workloads to ensure faster quote turnaround times.

“Improvement is an ongoing process that is part of our culture,” said Miller. “Survey feedback helps us build on our strengths and identify and take action to improve in the areas that are most important to our customers.”

The 2023 Miller Customer Satisfaction Survey Results Infographic is available in the Resources section of MillerFabricationSolutions.com.

About Miller Fabrication Solutions 

Established in 1963, Miller Fabrication Solutions is the strategic fabrication partner for innovative, global OEMs. Miller delivers high-quality metal parts and assemblies through its extensive value-added and manufacturing solutions. With a core focus on modern technology and robotic automation coupled with lean processes, the “Miller Customer Experience” works to ensure that complex project measures are exceeded now and well into the future. OEMs can learn how to transform their metal manufacturing processes by scheduling a free consultation. 

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