AERZEN is very well positioned Customer Satisfaction Survey Eastern Europe Customer opinions are valuable and extremely important to us. We have therefore asked a significant group of customers in Eastern Europe to participate in a customer satisfaction survey. Thanks to the great response, a representative survey with 300 customers from the Czech Republic, Hungary, Poland, Romania, Russia and Slovakia was carried out. During this survey, both overall satisfaction and loyalty, as well as the individual performance characteristics in the different value-added areas of AERZEN, were recorded. The results are based on a points system (0-100), from which action needs were derived to further improve our performance. General assessment“How satisfied are you with AERZEN?” This question was answered with 84 points, i.e. with “very satisfied.” When asked about long-term overall loyalty, 85 percent of the customers surveyed rated us as a very loyal and future-proof partner - pleasing results that nevertheless point to potential for improvement. We’ll deal with it!Evaluations of the various value-added areasThe most important results from the Customer Satisfaction Survey Eastern EuropeThese very good ratings should not be a reason for us to be inactive. This is because, as is so often the case, it is crucial to go into more detail and to examine the individual value-added areas and performance criteria carefully. Because customer satisfaction and loyalty are directly related to the importance of the individual service areas. The performance criteria “products” and “field service” are the most important areas of evaluation for our customers. We are pleased that we can record very good results there in particular (almost 90 points). In other key areas such as “local headquarters”, “quotation preparation”, “order processing” and “delivery service”, the assessment was consistently positive (between 83 and 87 points). Even though “complaint management” only plays a subordinate role, the evaluation gives us a clear signal. Here we will improve.Consequences and further actionOur customers have told us that we are already very well positioned in Eastern Europe. Nevertheless, we are constantly working on our performance, which we intend to further improve, especially with regard to the criteria “after sales service” and “complaint management”. These very customer-oriented parameters are decisive for customer-oriented cooperation.This is what we want to achieveThis year’s customer satisfaction analysis has provided us with clear insights. Despite the good values, we were shown where optimisation measures are necessary. We now have to do our homework, interpret the feedback and translate it into initial measures. Our main objective is to offer our customers a cooperation which is smooth and more effective in terms of both time and cost.