The guiding principle behind these surveys: only satisfied employees can deliver peak performance, and the customer can only be satisfied when he sees that the expectations he has placed in the company are being taken seriously.

Positive results in customer surveys

Customers were asked to answer approximately 50 questions: the spectrum of questions ranged all the way from questions concerning technical possibilities, through those involving the relation of costs to benefits and the processing of orders down to those concerning the behaviour of employees on the telephone.

Weak points are being eliminated

Customer surveys also exposed weak points - for example the availability of employees on the telephone.
Here the necessary measures were immediately put into effect and the situation remedied through
the installation of improved telephone facilities. And to ensure that information concerning delivery schedules and deadlines may regardless of situation be offered as quickly as possible, the computer-based processing of orders was improved so that the current status of a particular order may be read off immediately.