Working with our customers day in, day out, gives us a sense of how they perceive our products and service, and their journey with us. But what specifically are we doing right, and where can we keep improving? And how can we track our performance? Regular customer satisfaction surveys give us quantifiable and meaningful insights into what matters to our customers, and what we can do to help them realize their goals.

Growing together

It’s Kendrion’s ambition to grow with our customers. To achieve this, we must be a living business, constantly adapting ourselves around those customers’ evolving needs. That includes being open and responsive to feedback and going all out to make every interaction with us a great experience. Throughout our locations, business groups and functions, we’re striving to always make it easier for our customers to work with us: by organizing ourselves, our services, and our processes.

Research shows that only customers who are 100% satisfied are likely to buy again, refer someone, and stay loyal to a brand. In short, satisfaction directly impacts loyalty. Bi-annual customer satisfaction surveys let us know how satisfied our customers are, and how they appreciate our service, products, and response time. Then we can use those insights to make real changes that matter to our customers and strengthen our relationships.

Taking away the pain(points)

Our latest Industrial Brakes survey was the first time INTORQ customers and colleagues were involved. And this time, we took an even more thorough approach, going beyond identifying customers’ satisfaction with our products and services. We also wanted to nail down their specific pain points, and better understand their online needs and behavior. With this awareness, we can make specific changes to our customer journey, and fine-tune our digital strategy so that customers can find what they need more quickly and easily.

We reached out to certain customers from across all IB locations (Villingen, Aerzen, China, US, and India), to make sure we got perspectives from different markets and regions. At each, we asked two people in different functions to complete the questionnaire.

Questions covered everything from the quality and diversity of our products, through delivery schedules, service availability, speed of response and how we handle their concerns, to their online behavior and preferences. Customers rated their satisfaction with each element on a scale of 1 to 5, with 5 being the highest score. We left space for spontaneous comments, too.

Meaningful feedback

Our 67.6% response rate was above average. Once we had all the responses, we worked with people from different departments and management to analyze the results. Now, we’re focusing on using them to develop KPIs and next actions with a cross-functional, cross-Kendrion team.

Our survey has given us meaningful insights into how we can further optimize our products, service, and digital experience. Soon, we’ll share our next actions with the customers who completed the survey, so they can see we are acting on their feedback and are committed to a long-term relationship that allows us both to grow, together.

Follow us on our journey! Find out more information about Kendrion and our products on our Kendrion Industrial Brakes page!