news article
Customer Satisfaction 2011
05-12-2011
94% of the customers are very satisfied or satisfied with HYTOR's overall performance as a supplier.
By participating in a comprehensive customer satisfaction analysis HYTOR's customers are the ones assessing, how we are doing today - and where we should focus our efforts to improve our products and services. The analysis was performed for the 5th time running in October and November 2011 using the same questionnaire allowing us to follow, how our customers' satisfaction develops from year to year.
The customer satisfaction analysis is based on a well-documented analysis model developed by Homburg & Rudolph, The University of Mannheim. The analysis is tailored to Business-to-Business sales on the industrial market.
In 2011 133 customers assessed us on the basis of the following 7 benchmark areas:
- Products
- Product related information
- Sales staff
- Quoting/order processing
- Technical service
- Internal staff
- Handling of complaints
Many fine scores
We have received many good and constructive responses. The overall assessment is very positive. The scale ranges from '1=Very unsatisfied' to '5=Very satisfied'. Our goal was to reach a score of minimum '4=Satisfied' for all benchmark areas. As it appears from the chart 'All benchmarks' (charts in English below), we succeeded in obtaining a high level within all benchmark areas.
... but still room for improvement
Despite having 'Handling of complaints' as a focus area we have not achieved the objective yet. However this is not the easiest benchmark to score high...! We will continue our effort to improve both the complaints process and our response time.
Over the past year some of our suppliers’ delivery times have been longer than we would like them to be. In our dialogue with the suppliers we are now trying to solve the problems by increasing the amount of stock goods, which can be critical for our customers. Contact us if you have product codes, of which you may require day-to-day delivery.
Furthermore we have over the recent months strengthened our salesorganisation by employing Johnny Rosenvinge-Grønne and Kim Thygesen in Process Engineering, Per Gork-Jensen in Pneumatics and Per Østergaard in Hydraulic Tools. This means that we will be able to respond to inquiries and send quotations and order confirmations faster.
The result of the customer satisfaction analysis is a valuable means for us to enhance the value of HYTOR's products and services and to provide an even better service to our customers.
Therefore, we would like to thank all, who helped us by filling in a questionnaire.
