Customer satisfaction is a top priority at Vikan, and every couple of years we put ourselves to the test by asking our customers how they think we’re doing. Our objective in conducting customer satisfaction surveys is to find out what we’re doing right and more importantly where we can improve.
I am very pleased to report that our 2019 survey gave us our highest customer satisfaction scores ever. Before we examine the scores, however, let’s have a look at the survey itself.
2019 Customer Satisfaction Survey
In our 2017 survey, we polled mainly distributors. In 2019, we added many more end users to the survey. This has allowed us to gauge satisfaction among people who actually use our tools along with those who distribute across different markets.
At Vikan, we base our business strategy on a set of customer promises we have defined, including:
- Right tools for the job
- Unrivalled quality
- Food safety & hygiene expertise
We believe that we provide the greatest value for all our customers when we deliver on these promises – and measuring our success along the way helps keep us on track.
The survey questions were organized around these customer promises, and for each question, participants were asked to indicate how much, on a scale of 1 to 10, they agreed with a given statement.