Customer satisfaction survey results for 2009

ARKU put to test

The certificate VDA 6.4 demands the measurement of customer satisfaction. Further more, this topic is of essential interest to ARKU for a persistent improvement towards quality.

Measuring customer satisfaction is a challenge. On the one hand, detailed comments and notes deliver precious insights. On the other hand, most customers lack the time for extensive surveys.

As a result, ARKU has developed a single-page questionnaire to quantify customers´ satisfaction with commissionings and service assignments. This survey measures customers´ satisfaction concerning application engineering, quality of completion, qualification of staff, realization on schedule, availability, price-performance ratio, friendliness and quality.

The scale of response reaches from 1 to 5, where 1 corresponds to “very good” and 5 to “very bad”. Every customer receives a questionnaire – after the implementation of a new machine or plant, or after the completion of a repair order.

 

Customer satisfaction in 2009

During 2009 146 questionnaires were sent to customers, whereas 62 were returned. The graph shows the results for the single categories. Overall, ARKU was rated with 1.6 in average.