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The customer magazine of Rieter Spun Yarn Systems Vol  / No    June  / EN - page 8 / 24

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RIETER INSIDE

Fig  Rieter gets good ratings from its customers – but there’s always room to improve

Customer satisfaction in different areas

Scale   dissatisfied   satisfied

Sales

Delivery

Commissioning

  • st half of 

  • nd half of 

What do we do with customer feedback? It’s important for us to take appropriate action to achieve our customer satisfaction targets and be able to resolve the problems reported Rieter takes action if negative feedback is received from many customers on the same subject but also if a single significant negative rating is received Once a year we analyze all questionnaires as a whole in order to introduce improvements to our service offering If a customer makes a critical assessment of our prod- ucts and services the person responsible in the area concerned is informed and then seeks the cause of the negative assessment and takes steps to elimi- nate it

Fast efficient problem-solving is a major factor in customer satisfaction In the area of customer service most customers com- plain that service personnel do not visit the compa- ny often enough If a customer complains about this the customer service operations manager schedules a visit to him We received feedback of this kind from a customer in Iran just when a service technician was visiting Iran He was immediately instructed to make a call on the customer during that same trip The customer later telephoned the operations man- ager to express his thanks for this prompt response Expectations cannot always be met so promptly

Machines

Customer

Spare parts

service

service

  • st half of 

  • nd half of 

Feedback from our customers is important to us We want to take this opportunity to express our sin- cere thanks to all customers who have taken the time to complete our questionnaire

We would like to request all others to complete the questionnaire next time Frank honest feedback ad- dressing faults and problems helps us It provides Rieter with valuable pointers for the further improve- ment and expansion of our products and services – from which you as customers then also benefit

-

Nicole Balhuber

Head Marketing Support Winterthur nicolebalhuber@rietercom

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