Customer satisfaction surveys are a strategic priority
Customer satisfaction surveys are a strategic priority
Customer satisfaction surveys are a great way to get a clear picture of how customers perceive a company. This has therefore become a priority area at the BIRN Group, that not only helps build loyalty between customers and salespeople, but also plays an important role in maintaining a responsible and profitable business.
BIRN in Holstebro has used customer satisfaction surveys for many years to gain insight into how various initiatives affect customers. While the surveys were originally implemented as part of a certification process, they have quickly evolved into a key element of the company’s strategy to create a sustainable and responsible business..
“We see customer satisfaction surveys as an important tool – to show our customers that we take responsibility for our stakeholders, and to systematically understand and improve the customer experience. They are central to ensuring that we operate our business responsibly,” notes Peter Frost Jepsen, Group CSO at BIRN Group.
The surveys are used as an objective sales check for the salespeople. Peter Frost Jepsen sees them as providing a concrete appraisal benchmark. The latest survey from BIRN in Holstebro showed that customers value the transparent and competent dialogue they have with their contact at BIRN. BIRN is also highlighted as being among the leading foundry suppliers in relation to sustainability, and as being capable of supporting customers’ sustainability requirements.
"The customer satisfaction survey provides valuable insight into how our customers perceive us as a business partner. It shows us where we are doing well and what we can do better, so we can focus our resources where they are most beneficial to our customers,” says Peter Frost Jepsen.
“It’s also important for us to show that we are a company that is not only interested in the bottom line. The quality of our products is central to our ability to create value for our customers. A strong customer focus is a key part of building long-term customer relationships and business stability.”
BIRN in Holstebro has conducted customer satisfaction surveys every two years since 2007. The next survey will be held in 2025. BIRN Group subsidiaries also do regular follow up on customer collaboration, and both KOCKUMS and TASSO plan to develop a customer satisfaction survey in 2025, similar to the one used by BIRN in Holstebro
