Customer opinions are valuable and extremely important to us. Therefore, between mid and late 2017, AERZEN asked a significant number of customers in selected markets in Europe and South America to participate in a Customer Satisfaction Survey. Thanks to the great response, a representative sample was achieved, which is based on almost 500 telephone interviews with participants from France, Italy, Spain, Portugal, Mexico, Colombia and Peru.
- Article Key findings at a glance
Customer Satisfaction Survey 2017
During this survey, both overall satisfaction and loyalty, as well as the individual performance characteristics in the different value-added areas of AERZEN, were recorded. The results are based on “school grades” that were converted into a points system (0-100) and from which action needs were defined.
General evaluation
“How satisfied are you with AERZEN?” This question was answered at 78 points with “very satisfied” or “satisfied.” When asked about long-term overall loyalty, 81 percent of the customers surveyed rated AERZEN as a loyal and future-proof partner. While this is a good result, there is also room for improvement.
Evaluations of the various value-added areas
The good ratings for overall satisfaction and loyalty are no reason for self-satisfaction for AERZEN. This is because, as is so often the case, it is crucial to go into more detail and to examine the individual value-added areas and performance criteria carefully. Customer satisfaction and loyalty are closely linked to how important the individual performance parameters are to customers. The performance criteria “Products” and “Field Service” are the most important areas of evaluation for AERZEN customers. We are pleased to report positive results there in particular. In other important areas, such as “Local Headquarters,” “Quotation Preparation,” “Order Processing” and “Delivery Service,” AERZEN was judged with a satisfactory result, which also means a corresponding optimisation potential. Even though relatively less importance was attached to “Complaint Management” by customers responding to the survey, this assessment has given us a clear signal on which we will work.
Consequences and further action
As customers, you have made it clear to us that we can improve our performance in the areas of “Local Headquarters,” “After Sales Service” and “Complaint Management” - because these are important parameters for sustainable and customer oriented cooperation.
This is what we want to achieve
Our primary goal at AERZEN is to offer our customers a smooth cooperation that saves time and effort. This year’s Customer Satisfaction Survey has brought us clear insights directly from the most important source - from you, our valued customers. We have been given clear tasks for optimisation. It is now up to us at AERZEN to take on board the feedback to further optimise the cooperation with you.
