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Customer satisfaction
management at Rieter
Satisfied customers are the key to success. That’s why Rieter spares
no effort to satisfy customers with its products and services.
Fig. 1 Completing the
Rieter questionnaire
online is easy and fast.
Customer satisfaction or dissatisfaction is the result
of a comparison between expectations and the service
received. If the actual service exceeds our expectations,
we are satisfied, if it falls below them, we
are dissatisfied. Our expectations are influenced by
various factors, such as our personal standards, the
supplier’s image and the experiences we have had
with other suppliers.
Satisfied customers are more loyal
Satisfied customers buy again, either the same product
or another one, and recommend the supplier to
others. This willingness to pass on recommendations
is an expression of the highest degree of customer
loyalty, since in this case the customer backs up the
supplier’s product with his own name.
LINK 55 . 2 /2010
RIETER INSIDE
“Delight our Customers” is one of the Rieter Group’s
core values. If we meet our customers’ expectations
and supply them with Rieter quality we are successful.
Customer satisfaction management at Rieter
These were the reasons why Rieter introduced a
method of systematically measuring customer satisfaction
at the end of 2007. This provides us with
direct feedback from our customers that is comparable
between products. We had already conducted
surveys earlier.
Now we survey customer satisfaction at shorter intervals
and at the personal level. Personalized surveys
enable us to intervene with corrective action
immediately.
Once a month we send an online questionnaire to
customers who have reached a certain point in the
customer process. At each of these points we survey
satisfaction with the service received to date.
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After concluding a sale we want to know how satisfied
the customer is with the service provided by
our sales department and our agent.
After commissioning we want to know how the
customer rates the delivery and commissioning of
our machines.
Six months after the warranty period has expired
we are interested to know how satisfied the customer
is with our machine / installation, our customer
service and our spare parts service.
Most customers are satisfied with Rieter
Since December 2007 we have sent questionnaires
to 1 465 customers. 282 customers responded to
our request and returned a completed questionnaire.
This corresponds to a response rate of 19.2%, which
is an acceptable figure for a written questionnaire.
However, we would be pleased to receive feedback
from more customers providing us with pointers on
what can be improved. The average level of satisfaction
in all areas is between 4.4 and 5.5 on a scale of
1 to 6, where 1 is the lowest and 6 the highest rating
(Fig. 2).
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