Great Customer Satisfaction: Nine out of 10 customers agree

ESS' customer satisfaction rate has exceeded 90 percent for the past two years.

We conduct our own annual customer satisfaction survey in early spring, but don't just take our word for it. TNS Prognostics, the global leader in customer research-based consulting, conducts consumer satisfaction surveys for ESS each quarter.

The latest results of both surveys are in and each reveals overwhelming approval of our first-class standard of quality customer care. Our goal is your satisfaction. Our customer care mission is to turn ESS customers into ESS advocates. And we're working to do that through our Customer Care Promise:

We will be open, honest, friendly and courteous at all times.
We will make it easy for you to do business with us.
We will treat you with respect, and maintain your privacy and confidence.
We will answer your calls timely and ensure you are directed to the right person for action.
We will listen to your feedback and make changes and improvements when and where possible.
We will share ideas, knowledge, industry information and resources to keep you better informed.
We will ensure accountability to the customer care promise and maintain our superlative service from employees and partners.

Our promise guidelines are all a part of our Customer Care initiative – serving you the SMART way. SMART stands for:

Strategic – create and meet customer business objectives
Measurable – measure customer progress towards business goals
Attainable – keep each customer goal reachable for positive success/morale
Responsive – increase speed of response to the point of proactive
Timely – improve performance and time management

Our success in meeting the commitments in the Customer Care Promise will be monitored and managed at the highest levels to assure your ongoing approval and happiness. If you have any issues, please contact the Customer Care Council.