Every year Tribotec conducts a customer attitude survey via Tradewell - a company specialising in measuring success factors for business development. In the latest survey, around 100 companies in Sweden and Denmark participated. Questions were asked to people in both production and purchasing.
The CSI result we received from our customers was a whopping 4.19 - a result that we are very happy about but which we will of course do everything to improve.
The willingness to recommend has improved. 86 % of customers would recommend TriboTec to a high or very high degree. On a positive note, the proportion of customers who would recommend TriboTec to a 'very high degree' has increased from 25 % to 34 %, which is likely due to an increase in the proportion of customers who are 'very satisfied' with TriboTec.
The most important customer requirements that are spontaneously mentioned are security of supply followed by delivery time. The results show that both customer requirements are well met.
Highest average rating is awarded to TriboTec for the completeness and completeness of deliveries, for the service and treatment provided by the salesperson, and for the way in which the order centre handles calls from customers (customers receive the help they need).
Lowest average rating TriboTec receives for the amount of information on product news/changes.
An immediate action after the survey has therefore been to present a new website with more useful information for our customers. We have also started a Tribotec blog to provide an interactive meeting place for our customers with a continuous news flow. We will continue to have a high presence on the web and social media as this is where our customers are more likely to seek information. The feedback from customers after this has been very positive.
More customers think that TriboTec is better than its competitors in 2012 compared to 2011 (34 % vs. 17 % in 2011).
Service, support, good knowledge of the products, product range, sales people and delivery reliability are examples of reasons customers give for why TriboTec is better than the competition.
In conclusion, we can state that TriboTec has a Customer Satisfaction Index to be proud of. Improved average ratings in many important quality areas indicate the right focus in the improvement work.
At Tribotec, we are always attentive to areas of improvement that you as a customer see in us - so please get in touch if you have any comments on our co-operation. We will do everything to make sure you are satisfied!
Finally, a big thank you to all of you who participated in the survey. / Joakim Dock CEO
