This year’s survey started on the 4th October 2011. Within the following four weeks, around 1840 customers worldwide were asked to assess online our performance as service provider in general, our product range and the quality of the different services. Once more, the survey has shown the high interest of our customers to provide us with valuable feedback and thereby support Bosch Packaging in the attempt of offering the best in class service.

With 18%, we achieved again a very positive return rate for an online survey. Regarding the overall satisfaction, 75% of the customers answered to be satisfied or even very satisfied with our service in general. This means that we could almost reach again the very high level of satisfaction from last year. Nevertheless, there is still further room for improvement and we have to focus even more on these areas in the next years.

Looking into the survey results in detail, we fulfil the customer expectations on a very high satisfaction level in the following areas:

• Level of technical advice
• Customer service standards
• Quality of spare parts
• Technical competence of service engineers
• Quality of the work performed by our service engineers
• Helpfulness and manner of our service engineers
• Performance of the machine after a modernization

We are very pleased about these encouraging results. But as we are always ambitious to improve ourselves, it is even more important for us to find out about the areas, where our customers see the most potential for improvements. The results from this year’s survey have shown, that we need to focus strongly on our response and delivery times.

Being an innovative service provider, we always try to find new ways in addition to the traditional improvement measures. The recent introduction of the new E-Portal, is one example for this approach. With this online information and ordering platform, our customers can access tailored spare parts lists with detailed information in several languages 24 hours, 7 days a week. It allows transparent flow of information, simplifies the ordering process and increases the efficiency of the customer’s spare parts logistics. In regard of the current customer satisfaction survey, the E-Portal is a helpful tool to improve response times and to speed up the processing of spare parts orders.

If you require further information on the E-Portal, please use the link below or contact your local Bosch Packaging Services sales representative.

find out more about the E-Portal

As in the previous years, we donated 10 Euros per returned questionnaire to a charitable organization. Thanks to the high interest of our customers in participating, this year we were able to support UNICEF in their projects with 3360 Euros.

go to UNICEF Website

Last but not least, we thank all participants for their constructive feedback!