A high-response, high-reliability evaluation demonstrating trust from customers worldwide
In 2025, DRGEM conducted its Global Customer Service Satisfaction Survey. The goal was to gain a comprehensive understanding of customer experience and service performance across all regions. Additionally, the aim was to define clear, customer-centric directions for future service improvements. The survey received 2,623 responses out of 4,833 invitations, achieving a remarkably high 54% participation rate. This outcome reflects not only strong engagement but also the deep trust customers around the world place in DRGEM.
How DRGEM Delivers Reliable Service
Through ongoing innovation and efficient workflow management, DRGEM continues to enhance response speed, supply performance, and overall service consistency worldwide.
1) Rapid Response
A 99% response rate within two hours demonstrates our commitment to minimizing clinical disruption. It also supports customers quickly.
2) Stable Global Parts Supply
A 94% on-time delivery rate highlights the strength of our global logistics hubs. It also shows the reliability of our supply operations.
3) Improved Lead Time Efficiency
An average lead time of 2.6 days represents a 23% improvement over the previous year. This reflects greater efficiency throughout the entire process from request to shipment.
Regional Insights: Consistent Satisfaction Worldwide
Strong Participation Across Regions
Customer engagement remained strong across all major regions, with participation rates of 55% in the Americas, 51% in Europe, 55% in Asia, and 44% in the MEA region. This balanced participation supports a reliable and comprehensive assessment of global customer sentiment.
All Regions Exceed Satisfaction Targets
All regions exceeded the customer satisfaction target of 4.8. Overall satisfaction consistently remained within the “Very Satisfied” range. While regional variations are minimal, MEA and Europe recorded the highest scores. This reinforces DRGEM’s strong global competitiveness and trusted brand value.
Clinical Image Quality Evaluation
In addition to service metrics, DRGEM’s DR systems underwent internal clinical evaluation. This resulted in an average 4.5 out of 5.0 Image Quality Satisfaction score. These results confirm that DRGEM’s imaging technology provides reliable diagnostic performance across diverse clinical environments.
The 2025 Global Customer Service Satisfaction results reaffirm DRGEM’s position as a trusted global partner in diagnostic imaging. Building on this foundation, DRGEM will continue to strengthen its fast and proactive service response. It will also maintain stable and efficient global logistics, expand customer-centered support programs, and uphold clinically validated imaging performance. Through reliable service and innovative imaging solutions, DRGEM remains committed to helping healthcare providers achieve better workflows, more accurate diagnostics, and improved clinical outcomes.
