Customer Satisfaction Survey
On 15 October 2008 Bosch Packaging Services started its first customer satisfaction survey. Worldwide about 1’300 customers were asked to complete an online questionnaire to provide valuable feedback as well as suggestions for improvements. The questionnaire was structured as follows:
Questions regarding our service:
1. Advice
2. Quotation
Questions regarding our service products:
3. Spare Parts
4. Field Service
5. Modernization
Concluding questions:
6. Feedback possibility
7. Overall impression
8. Additional services which would be of interest
9. Competition
10. Future investment
With a feedback of 17 percent we achieved a high rate of return. Empirical studies have shown that rates of return of 3 – 10% are realistic for online surveys.
Figure 1: Overall satisfaction
Results of the survey:
As for the overall impression, we found that nearly 80 percent of our customers are satisfied (+) up to very satisfied (++) with our service and our service products on the whole. To identify room for improvement within our business, we compared customer satisfaction with customer expectation. An example shall help to understand better. In question two we asked for example: Please let us know how satisfied you are with the customer service standards (friendliness) of our technical consultants and how important the criterion is for you? Figure 2 shows the result of the answers given.
Figure 2: Customer service standards
How to read the figures:
The red axis in our analysis indicates where satisfaction equals expectation (importance). Bubbles above the red line indicate room for improvement, bubbles below the red axis show where we are even better than expected by the customers. The bubble sizes reflect the number of customers giving us this feedback. Values range from 1 (unsatisfied) up to 4 (very satisfied)
Interpreting figure 2, we understand that we mostly meet the requirements of our customers regarding the service standards of our technical consultants. Most customers indicated that the customer service standards were important to them and that they were satisfied with us. This is shown by the big bubble with the values 3,3. Only few answers are above the red line. Those customers who gave us their contact details will be contacted to understand their dissatisfaction in order to finally improve our standards.
Each of the 10 questions has been analyzed according to this method. Based on the findings, improvement action has been defined and put in place. Nevertheless we need to go on concentrating on our standards. This customer satis-faction survey shall help to identify room for improvement and will therefore be repeated on a yearly basis.
Summarizing the results at a glance:
- Our customers are satisfied with our service products, the quality and also the technical know-how of our staff
- Customers are more and more satisfied with our on-time delivery
- Customers are not satisfied with response and delivery times
- Customers are not satisfied with prices for spare parts and modernisations
Last but not least: As an incentive to participate in our questionnaire we donated 10 Euros for each returned questionnaire to the International Red Cross. We are happy that thanks to the high rate of return we were able to support a “water and sanitary facilities project” with 2100 Euros. If you are interested in learning more about this project, please go to the website of the International Red Cross International Red Cross.
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