Among the surveyed people, 297 clients gave a feedback answering the questions wrote down by the Caleffi Quality Management System with the aim to obtain a consistent value for the Customer Satisfaction Index.
As the chart shows, the 14% declares full satistaction (IS=100); the 82% gives a good opinion (75<IS<99), while the 3% places just a sufficient opinion (60<IS<74). The remaining 1% of the interviewees reminds Caleffi that the opportunities to improve are not finished and a steady undertaking is the way to make this percentage further decrease.
| CUSTOMER SATISFACTION INDEX |
In 2011, over the course of the year, our "Client Satisfaction Evaluation" campaign was once again carried out, using a survey proposed by our sales reps in Italy and abroad.
As with the previous survey, the questionnaire asked clients to judge (expressing personal evaluations) the following aspects:
D1) Product quality and performance
D2) Packaging
D3) Delivery times
D4) Terms of delivery
D5) Pertinence and availability of technical information
D6) Caleffi staff expertise
D7) Caleffi staff helpfulness
V1) Services requested/new products
V2) Prices
The results obtained were then used to calculate the Customer Satisfaction Index (SI), which reached a value of 89.60 this year.
The evaluations expressed help the company to analyse its procedures and processes in order to come up with solutions and improvements that address the difficulties expressed.
This has been helped by the fact that, as well as choosing one of various predefined options, each Client interviewed could also comment freely and point out any problems encountered.
| USE OF DIGITAL TOOLS |
Both Italian and foreign customers have been asked to reply to a survey about the use of computer tools. One question was about preferences on tools for seeking information, the other one regarded the accessibility and the usefulness of our digital platforms.
Charts with the results follow:
We take this opportunity to thank all those Clients who took the time to answer the questionnaire, and to assure everyone that the company will do its best to take every possible step to eliminate causes for any dissatisfaction and improve the services offered.
The next survey will be carried out in 2014.