What do we learn from our customersʼ feedback? Customer focus and satisfaction in the company Customer satisfaction analysis
Gebrüder Weiss regularly conducts structured surveys of cus- tomer satisfaction. The aim of these is to help improve internal workflows and at the same time meet the requirements of relevant ISO standards. We collected in-depth feedback on our services every two years by conducting a global customer survey. The targeted selection of contact partners at our customers ensures that the results are informative and can be transferred to core stakeholder groups. The feedback is systematically evaluated, linked to key perfor- mance indicators (KPIs) and documented in a comprehensive overview. This allows developments to be tracked over sever- al survey periods – including strengths and specific proposals for improvements. Alongside the customers, internal product development is also a key addressee of the analysis. The feedback that is com- piled is incorporated directly in the further development of our service portfolio – and forms the basis for new, needs-oriented services.
Economy
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