Thank you for your feedback
In our latest customer satisfaction survey, we were very pleased to see, that you were eager to recommend us to people in your network.
We pride ourselves on having a strong position in Northern Europe and a continuous high NPS score as a result of your great feedback and recommendations.
Your feedback is essential to us and we will continue to raise the bar and improve the overall experience for you as customers, and continuously improve and develop our cooperation. We aspire to become the preferred partner in Northern Europe.
New initiatives will reinforce the order validation and strengthen the further order process
The central and vital topics from your feedback are linked to delivery and fault handling processes, which have led to a variety of new initiatives to accommodate your views and improve our way of working. This is especially important in relation to shortening lead-times and improving quality.
Furthermore, we have identified two key areas, that we expect will have a significant effect on your customer journey with us. One of these initiatives is to consolidate our order validation in an “Order Entry” function, which is implemented to work towards our overall goal of continuously reducing our lead-time. The main purpose of this function is to ensure, that everything is aligned with you before your order goes into production. In day-to-day operations, this means that we have an extra dedicated control of your order form and in case of any doubt, we will be in close dialogue with you to ensure that we do things right the first time. All this will minimize the lead-time and resources spent on single cases.
To ensure that we comply with our promise regarding the KPI performance, we have implemented a dedicated service delivery team to secure a more proactive order handling and a higher KPI performance on all orders.