At Endress+Hauser, we are committed to continually improving our service. That’s why every three years we carry out a Customer Satisfaction Survey to identify what we are doing well, what improvements we can make and how we can serve you better. Thank you to all who took part in the latest survey carried out on our behalf by globally respected business-to-business benchmarking company TNS. Your feedback really is valuable to us.
We’re pleased to report that, since the last survey in 2011, we have made positive progress in all measurable areas and have significantly increased the number of customers who are highly satisfied with our service.
After the last survey three years ago, Endress+Hauser put together a working group to address how we could improve customer satisfaction, based on the feedback received. The taskforce was asked to look at the accessibility of staff and the turnaround time of quotations, in particular. An external agency, Customer Plus, was brought in to help us embark on a five-year change management programme, beginning with customer satisfaction training for all 200 Endress+Hauser staff.
Since the changes were implemented a number of satisfying results have been recorded: the turnaround time of quotations has decreased by 75% and the number of phone calls that are answered first time is up by 20%. But what we most wanted to see was an improvement in our TRI*M index, a widely recognised and respected tool for measuring changes in customer satisfaction. We’re pleased to report that our score has improved by an impressive five points, putting us significantly above the market average.
“The TRI*M Index is a tough measure of customer satisfaction and loyalty so raising its score by five points is a remarkable achievement by Endress+Hauser UK,” explains Jo Higton of Customer Plus. “It has been a pleasure to work with a team of people who are highly committed to their customers and keen to do even better.
In sport the top teams always train more than the ‘also rans’ and Endress+Hauser UK have applied this principle to themselves by striving for excellence and looking for small improvements in every aspect of their business.”
We’re still analysing the survey results in detail but rest assured that your feedback will be used to help us tailor our service towards your needs in future. We’re pleased with the progress made so far but we’re also determined to keep raising that bar higher: by the time of our next survey in 2017 we hope to be rated in the top 10% of business-to-business companies in the UK for customer service. Thank you for your continued custom and support – and if there’s anything we can do to improve your customer experience please let us know!
“The TRI*M Index is a tough measure of
customer satisfaction and loyalty so raising
its score by five points is a remarkable
achievement by Endress+Hauser UK.”Jo Higton, Customer Plus