Mouser Electronics awarded for excellent customer service: What brought the company to the top

Recently Mouser Electronics was recognized for over-the-top world-class customer service. Electronic Products spoke with Mouser Electronics' Vice President of Sales & Service, Steve Newland about the company's success in receiving the NorthFace ScoreBoard (NFSB) Customer Service Excellence Award from Omega Management Group Corp. Read on below to find out what brought Mouser Electronics to the top.

Electronic Products: Customer surveys conducted across the globe showed Mouser received a 99% score in customer satisfaction based on overall experience. What is Mouser's relationship with their customers like?

Steve Newland: Mouser is highly committed to serving our customers with the most knowledgeable, responsive, and caring staff in the industry. Our philosophy is always do what's right and provide all of our customers – fast, reliable, accurate, and professional service.  As result of this commitment, we enjoy very positive relationships with hundreds of thousands of customers across the world.    

EP: Mouser received an impressive rating of 4.8 on the 5-point NFSB scale. How did Mouser become what it is today?

SN: Mouser's success is a result of providing world-class service, offering a vast assortment of products, and same day shipping of those products to customers all over the world.  We focus on the needs of the design engineer and small production buyers, providing over 10 million searchable parts and over 500,000 products in stock.  So there are many things that contribute to our success but consistently getting things right for our customers, genuinely caring about their needs, and working hard to satisfy every customer every day is the key.  

EP: How does Mouser go about ensuring customer satisfaction?

SN: Mouser is committed to gratifying and astonishing customers through our customer service excellence, order accuracy, and on-time delivery. We do this through a commitment to continual improvement of our processes, services, products and our people.  As is exemplified by this award, we also constantly seek input from our customers to tell us if we're meeting that commitment. We listen to our customers and are always looking for new ways to better serve their needs.  

EP: What other awards has Mouser received this year?

SN: We are very fortunate that our hard work is recognized frequently by our suppliers, media partners and industry organizations. Every day, our employees strive for excellence so it's extremely gratifying to be honored with awards for our efforts. Two recent top awards that we've received are the 2013 Community Activism Award from ECIA for Support of FIRST Robotics, and the 2012 Employer of Excellence Award from Workforce Solutions of Tarrant County. Readers can learn more about the awards by visiting our website at http://www.mouser.com/recognition/  

EP: What are Mouser's goals for 2014?

SN: Our primary goal in 2014 is the same goal we've had for many years, to be the most preferred source of electronic parts for design engineers and buyers.  We have made substantial progress toward this goal but we are relentlessly working toward serving our customers better across the globe. 

We will continue to improve our core service fundamentals with a focus on globalization.  Mouser operates 20 Customer Support Centers located across three continents, and we believe in serving customers in their local language, currency and time zone. This localized approach is one of our core strengths and will continue to be a big focus for us. 

We pride ourselves in being known as the NPI distributor with the newest products from more than 500 manufacturers. Having the right products in stock is important to our success and the success of our customers, so we will continue to expand our product portfolio and work diligently to offer the world's newest technologies for design. These new technologies give engineers a competitive edge by helping speed their time-to-market. 

Based on customer feedback, we are also adding new features to our website daily – www.mouser.com. Our Newest products and Applications & Technologies Sites are just a couple of examples of the new technical content that we're providing to engineers to help them with their designs.