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8 <strong>LINK</strong> 55 . 2 /2010<br />
RIETER INSIDE<br />
Fig. 2 <strong>Rieter</strong> gets<br />
good ratings from<br />
its customers – but<br />
there’s always room<br />
to improve.<br />
Customer satisfaction in different areas<br />
Scale: 1 = dissatisfied 6 = satisfied<br />
6<br />
5<br />
4<br />
2<br />
1<br />
Sales Delivery Commissioning Machines Customer<br />
service<br />
1 st half of 2008 2 nd half of 2008 1 st half of 2009 2 nd half of 2009<br />
What do we do with customer feedback?<br />
It’s important for us to take appropriate action to<br />
achieve our customer satisfaction targets and be<br />
able to resolve the problems reported. <strong>Rieter</strong> takes<br />
action if negative feedback is received from many<br />
customers on the same subject, but also if a single,<br />
significant negative rating is received. Once a year<br />
we analyze all questionnaires as a whole in order to<br />
introduce improvements to our service offering. If a<br />
customer makes a critical assessment of our products<br />
and services, the person responsible in the area<br />
concerned is informed and then seeks the cause of<br />
the negative assessment and takes steps to eliminate<br />
it.<br />
Fast, efficient problem-solving is a major factor<br />
in customer satisfaction<br />
In the area of customer service most customers complain<br />
that service personnel do not visit the company<br />
often enough. If a customer complains about this,<br />
the customer service operations manager schedules<br />
a visit to him. We received feedback of this kind from<br />
a customer in Iran just when a service technician<br />
was visiting Iran. He was immediately instructed to<br />
make a call on the customer during that same trip.<br />
The customer later telephoned the operations manager<br />
to express his thanks for this prompt response.<br />
Expectations cannot always be met so promptly.<br />
Nicole Balhuber<br />
Spare parts<br />
service<br />
Feedback from our customers is important to us<br />
We want to take this opportunity to express our sincere<br />
thanks to all customers who have taken the time<br />
to complete our questionnaire.<br />
We would like to request all others to complete the<br />
questionnaire next time. Frank, honest feedback addressing<br />
faults and problems helps us. It provides<br />
<strong>Rieter</strong> with valuable pointers for the further improvement<br />
and expansion of our products and services –<br />
from which you as customers then also benefit.<br />
10-102 •<br />
Head Marketing Support<br />
Winterthur<br />
nicole.balhuber@rieter.com
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