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.

It was great to see that many of our customers highly value our business partnerships and we are providing great service to our end users. Many comments were made telling us that we have great, quality products and strong relationships. Our service and support, product knowledge and professionalism are also highly regarded.

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

⦁    Providing our customers with regular Customer Experience communications in our newsletters (This marks our 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.

After listening to you, we are challenged to continue to improve our website presence and increase communication with our business partners. These aspects we will strive to improve on in 2021 and beyond. Again, thanks for working with us. Our customers loyalty and business allow us able to achieve our mission which is That men and women may work in safety and that they, their families, and their communities may live in health throughout the world.

We appreciate your continued support and trust in MSA.

Best regards,

Dave McArthur
Vice President, Global Marketing and Chief Customer Officer

Lyn Chapman
CX Leader, Australia and New Zealand