Customer satisfaction survey results for 2nd mid-year 2011

ARKU put to test

ARKU works according to the highest standards. The measurement of customer satisfaction thereby is a good indicator for good quality. Further more, this topic is of essential interest to ARKU for a persistent improvement towards quality.

Measuring customer satisfaction is a challenge. On the one hand, detailed comments and notes deliver precious insights. On the other hand, most customers lack the time for extensive surveys.

As a result, ARKU has developed a single-page questionnaire to quantify customers´ satisfaction with commissionings and service assignments. This survey measures customers´ satisfaction concerning application engineering, quality of completion, qualification of staff, realization on schedule, availability, price-performance ratio, friendliness and quality.

The scale of response reaches from 1 to 5, where 1 corresponds to “very good” and 5 to “very bad”. Every customer receives a questionnaire – after the implementation of a new machine or plant, or after the completion of a repair order.

 

Customer satisfaction in 1st mid-year 2010

During 1st mid-year 2010 94 questionnaires were sent to customers, whereas 38 were returned. The graph shows the results for the single categories. Overall, ARKU was rated with 1.6 in average.