In September, we conducted a customer satisfaction survey for the first time in 10 years. The purpose of the survey was to uncover whether we live up to our promises in relation to value propositions, but also a measurement of satisfaction with the personal contact with our employees - and the information service that we offer.
At a time when the number of customer satisfaction surveys seems to have exploded – a development that seems to be driven by internet shops and parcel distributors – we were naturally excited about to see the number of respondents. In round numbers, one in ten customers - in the total of 41 markets - chose to participate, and the analysis is thus based on almost two hundred responses.
When asked about our value proposition, we obtained the following ratings:
How satisfied are you with Triscan's product quality?
How satisfied are you with Triscan's product data quality?
How satisfied are you with Triscan's delivery ability?
How satisfied are you with Triscan's programme coverage?
How well do you think Triscan lives up to their promise of innovation and product development?
In connection with our efforts in the ESG area (Environmental Social Governance), we also wanted to know to what extent our customers value these efforts.
How important is Triscan's focus on sustainability and responsibility for you as a customer?
Of course, we want to give our customers the best possible service. Here, the experience of personal contact, availability and reaction time play an important role. When asked how customers experience the contact with us, we received the following ratings.
How satisfied are you with the personal contact with Triscan's employees?
How do you experience Triscan's availability and response time to inquiries?
In our efforts to inform our customers about new initiatives, but also less uplifting messages about delivery delays or IT problems, we asked customers for a rating of our information service, which you are automatically assigned as a customer.
How satisfied are you overall with Triscan's Information Service?
How satisfied are you with Triscan's newsletter TRISCAN NEWS?
How satisfied are you with Triscan's NEW REFERENCES?
How satisfied are you with Triscan's weekly CAMPAIGN?
Overall, we are very pleased with the feedback we have received. In near future, we will go in depth with all responses. Here we will look at whether we can identify market-specific trends - and based on this, decide whether it will be necessary to initiate special initiatives.