06/05/09
Service customer satisfaction survey regarding failures shows good results!
At the end of 2008/begin of 2009 there has been executed a customer satisfaction survey amongst the customers in the business markets Distribution and Parcel & Postal within the Benelux. The goal of this research was to get insight in how customers evaluate us solving failures in their system. The question was in which areas we (still) can improve and what needs direct attention. The survey concentrated on solving failures by our own personnel; the help desk engineer taking in the problem, as well as the service engineers who solve the problem on site.
The main conclusion from the results is that we are good at handling and solving failures. The customers were asked to give a score between 1 (very bad) and 5 (very good) to most of the questions. The average result of each question was not below 4.3. The average mark (between 1 and 10) given to the total handling and solving of the failure turned out to be 8. Furthermore, all customers said that our help desk- and service engineers are very friendly.
| Question | Average |
|---|---|
| 2.1 How well is the service engineer informed? | 4.43 |
| 2.2a How well does the help desk analyse failures? | 4.38 |
| 2.2b How well does the service engineer analyse failures? | 4.56 |
| 2.3 How well are failures solved within expected time period? | 4.31 |
| 2.4 How well are failures solved according to satisfaction? | 4.57 |
| 2.5a How kind is the help desk? | 4.87 |
| 2.5b How kind are the service engineers? | 4.8 |
| 2.6a How well does the help desk inquire for other system related issues? | 4.48 |
| 2.6b How well do the service engineers inquire for other system related issues? | 4.3 |
| 2.7 What is the general score for handling and solving the failure? (1-10) | 8 |
Other conclusions that could be drawn were the following:
- A few customers are not satisfied about the handling/solving of the failure and will get extra attention from the service department.
- It is important to go for continuous improvement. The results from the question: "To what should Vanderlande Industries pay the most attention?", show that customers find a quick response time very important, but in combination with quality.
We are very proud of this result!
For more information:
Inge Hoppermans
Marketing Analyst
Telephone: +31 (0)413-495738
E-mail:inge.hoppermans@vanderlande.com
