Customer satisfaction

Gränges strives to be our customers’ first choice as partner and supplier of rolled aluminium products. That our customers are satisfied with the products and service that Gränges provides lies at the core of the company’s long-term profitability and existence.

Working closely with customers, Gränges develops new technologies and products designed to solve customers’ specific needs. Our strong customer focus leads to long-term relationships: of Gränges’ customers, 85 per cent have engaged the company for more than 10 years. About half of Gränges’ sales volume is to tier one suppliers in the automotive industry. Gränges customers demand high performance and cost efficiency, and the company works continually to develop products that result in lower process costs and reduced use of materials at customer applications.

Customer satisfaction: a shared responsibility

Gränges is permeated by a focus on customer needs, leading technologies and industrial craftsmanship. The ultimate responsibility of ensuring customer satisfaction lies with each respective President in Asia, Europe and Americas. Responsibility is delegated to respective operating companies, and Gränges’ sales organisations have daily contact with customers, and work continuously to meet customer expectations and deliver products of high and consistent quality.

Annual customer surveys

Gränges conducts annual customer surveys. Every year a selected group of customers are invited to take part in the studies. The results of the customer surveys are reviewed internally and results in an action list, for Gränges’ internal processes and to develop specific customer relationships.

In 2016 surveys have been conducted in Sweden and China. The surveys show great results. Gränges Europe scored 71 per cent in its Customer Satisfaction Index with customers praising Gränges for its competent staff, delivery quality and documentation. In Asia, 86 per cent of the clients are satisfied or extremely satisfied with Gränges. Customers are highlighting Gränges’ product quality, research capability and technical support as some of the key reasons for choosing Gränges over its competitors. The studies are not comparable as different tools have been used for the two operations. In 2016, a new tool for measuring customer satisfaction was developed.