In October 2009, we started our second customer satisfaction survey. Worldwide, 1550 customers were asked to complete our online questionnaire to provide us with valuable feedback and give us suggestions for improvement. With an overall response rate of more than 20 percent, we again achieved a very high rate of return.

The 2009 questionnaire results where stronger than ever – setting a high target in order to improve further for 2010! While the 2009 average overall satisfaction remained on the same level as 2008, we found a different picture when looking into the detailed questions. Comparing answers between the two years, we learned where we improved customer satisfaction but also learned where we have room for improvement and therefore which areas we need to concentrate on for the next few years.

Very encouraging results
In studying the responses, we are particularly pleased with the level of customer satisfaction in the following areas:

• Level of technical advise received
• Customer service standards
• Quality of spare parts
• Technical competence of our Field Service Engineers
• The quality of work performed by our Field Service Engineers
• Helpfulness of our Field Service Engineers
• Professionalism of project management

Areas for improvement
Analyzing the areas for improvement, we differentiated by regions to define specific measures and implement sustainable long term goals and projects. Areas for improvement are:

• Response time
• Delivery time
• Availability of Field Service Engineers
• Range of upgrade kits / modernizations

Based on last year’s analysis, we have already put a major effort into defining and implementing sustainable measures to fulfil our customers’ needs. 
 
To improve the delivery time for spare parts that are not held on stock, we have put a taskforce in place to analyze our stock level internally. Measures to increase the beta service level have also been defined. On the other hand, we have developed a new service product that helps to improve the situation with customer specific spare parts that are not held in stock.

Through our stock consulting system, we can support customers to maximise their spare parts availability, whilst at the same time achieving cost reductions. With our substantial parts knowledge and extensive stock management experience, we can work with our customers to identify their unique requirements and potential areas for improvement. We are able to analyse the spare parts availability and develop solutions to optimise our customer’s stock using the latest software technology.

If you are interested in learning more about this new service, please select the link below which takes you directly to the information available on our Web page, or speak to your local sales representative:

Stock consulting

Last but not least, we would like to mention that we were able to donate 3270 Euro to UNICEF, which is due to our incentive of making a 10 Euro donation for every returned questionnaire. With this donation, we will support a “Girl’s Education Camp” in India.

Download Article «Girls Education Camp» (pdf; 0.8 MB)

Once again, we offer our sincere thanks to all our customers returning questionnaires this year. The results have been extremely useful to us to help improve our service to you.