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.