Controls - Berghof

Berghof customer satisfaction in 2012
Customer orientation, customer satisfaction,
quality assurance. These are no empty slogans
at the Berghof Group of companies.
Berghof is a company which has always focused
on close collaboration with its business
partners, ever since it was founded in 1966. For
Berghof it is extremely important to know and
understand its customers’ wishes in order to be
able to implement them in customised solutions.
However, we do not restrict customer orientation
to aligning our products and services to a large
degree with the requirements of our customers.
Rather, we see it as a holistic process ranging
from the first contact with a potential customer
through to after-sales support for the customer,
thus determining every single part of our performance
and services.
“To be credible one must constantly seek
dialogue” (Heinz Goldmann *1920).
Especially in the business sectors in which
our firms operate, trusting, lasting and successful
cooperation is based on good interpersonal relations.
Our most important means for achieving this
is dialogue. We therefore want to take absolutely
every opportunity that arises to start the dialogue
with our customers and to continue it constantly
thereafter. Our customer-satisfaction survey which
we carried out this year again provided a platform
for our customers to express their experience
and opinions as regards the cooperation with
the Berghof Group of companies. Our customers
thus had the opportunity to assess their overall
satisfaction with Berghof and with individual elements
of our performance and services, such as
product quality, order processing or after-sales
management.
In order to reduce the time and effort required
of our customers for the survey, this year we have
chosen a web-based survey for the first time.
With the aid of the reputable survey software, EFS
Survey, we were able to make an online questionnaire
available to the customers. It improved
its availability to our customers, especially the
international ones, and thus achieved a recourse
of 39.35 % and a 25.10 % completion rate, which
was equivalent to an 8 % increase compared to
last year. This high participation rate is ultimately
attributable to the reduced amount of effort for
our customers thanks to the web-based survey.
Furthermore, the average time for processing the
questionnaire was only 6 minutes, and there was
no need for the inconvenient task of returning it
by post or e-mail.
The next step is to aggregate the assessments
of our customers and to evaluate the results of
the survey, analyse the potential improvements
and infer conceivable measures for improving
our performance and the cooperation with our
customers.
However, first of all we wish to thank all of
the customers who participated in our customersatisfaction
survey sincerely for supporting us in
making our performance and services even more
customer-oriented in the future.
Jonas Nicoll
Marketing and Sales
info@berghof.com
Participation statistics for
the 2012 Berghof customersatisfaction
survey
Jubilees in 2012
We thank all those who are celebrating jubilees for all
the work they have done and for their loyalty to Berghof:
For 25 years
• Steffen Bertsch
• Rudi Link
Steffen Bertsch, Nikolaus Rombach
Franz Ott, Rudi Link
Armin Huber, Franz Ott, Peter Reeth
Imprint
For 10 years
• Armin Huber
• Gerald Klein
• Katrin Schwarzkopf
• Peter Reeth
Gerald Klein, Katrin Schwarzkopf, Dietmar Sieland
Editor:
Berghof Holding GmbH & Co. KG
Harretstraße 1 | 72800 Eningen
Germany-
Tel.:+49 7121 894-0 | Fax: +49 7121 894-100
info@berghof.com | www.berghof.com
Contact:
Bernd Kapp | Tel.: +49 7071 9878-20
bernd.kapp@berghof.com
12 Berghof News 1/2012