Customer satisfaction

Customer satisfaction surveys contribute to sound business development

The BIRN Group uses customer satisfaction surveys as a key tool to systematically understand and improve the customer experience and strengthen long-term relationships. This is a strong starting point for developing the business in the direction that creates the most value for both customers and the Group.

All BIRN Group companies conduct customer satisfaction surveys every year or every two years. The surveys provide a structured insight into how customers experience collaboration with the individual companies in areas such as quality, service, delivery, dialogue and sustainability. The purpose is not only to measure customer satisfaction, but also to identify where we at BIRN Group can improve and prioritise our
efforts so to create the greatest value for our customers.

Once the surveys have been completed, they are discussed in the individual companies and are actively used to improve processes and the ongoing development of the business. In this way, customer satisfaction surveys contribute to supporting responsible and profitable operations.

Overall high satisfaction
The latest customer satisfaction surveys at BIRN Group generally show a high degree of satisfaction across the companies. Among other things, our customers highlight the quality of our products, competent and accessible service and advice as well as an open and constructive dialogue with our employees. In addition, the customers point out their satisfaction with the close and effective cooperation between sales and development, where they are supported throughout the project. The combination of commercial understanding and strong technical skills ensures a deep insight into both the complexity of the project and the specific requirements of the customers.The surveys also make clear that customers are very willing to recommend us.

In addition, the results of the latest surveys uncover areas for improvement that recur across markets and business units. These inputs are actively used to target concrete improvements.

It is also clear that sustainability continues to play a role in the customers’ assessment of the BIRN Group companies as partners. More customers are increasingly expecting documentation showing process transparency and the product-level carbon footprint to support their own reporting requirements. This underlines the relevance of our ongoing work on data, documentation and responsible business practices.

From insight to action
Customer satisfaction surveys are an important element in our work around accountability and dialogue with existing and potential customers. They give us a nuanced picture of where we meet customer expectations and where we still have work to do. By continuously measuring, following up and acting on the results, we ensure that the customers’ perspective is included as a constant feature in our strategic and operational decisions throughout BIRN Group.