To all who completed our Annual Relationship Survey, we appreciated your time and candor.  After reviewing all verbatim comments provided, we have a clear understanding of where to focus in the areas of quality, delivery, support and communication as we finalize our customer-focused strategy for 2021. 

Your exceptionally positive feedback regarding how MSA adapted to the challenges created due to the Pandemic was greatly appreciated.  We thank you, as well, for the valuable insights on how we can improve our level of support moving forward.  And while we also received positive feedback on the quality of our products, we heard you loud and clear…  our product lead times have  room for improvement.

Thanks to YOU, we are laser focused on the following:

• Providing our customers with regular Customer Experience communications in our newsletters (Welcome to the first official communication!);
• Expanding virtual classroom trainings and webinars, product articles, and interactive tools; 
• Enhancing your MSA Website product navigation and search result experience;
• Focusing on product quality feedback, analysis, continuous improvement, and enhancing your overall product experiences;
• Focusing on delivery lead times to align with your expectations; and
• Providing consistent and accurate communications on your order, delivery lead time, and status.

As part of our commitment to improve communication, look for our monthly updates in coming issues. 

Our top priority is to provide you with an experience that is consistent, reliable and exceeds your expectations.  If you have any ideas, comments or additional feedback, don’t wait for our annual survey, just click this link to share your thoughts.  Or, you can always visit msasafety.com and click on the new “Feedback” button at the lower left corner of your screen.

We appreciate your continued support and trust in MSA.     

Dave McArthur
Vice President, Global Marketing and Chief Customer Officer


Brian Podolec
Director, Americas Sales Operations, Service and Global Customer Experience