Customer survey
When customers rate services, we have to be capable of self-criticism and of "questioning ourselves". Our current customer survey for 2020 has once again revealed that the most interesting incentives for improvement often come from our customers themselves.
The survey included questions about keeping promises, order processing, processing time and dealing with complaints - but also about product quality, the price-performance ratio as well as the packaging of the goods.
What was good? What didn't go so well? ... The customer satisfaction questionnaire is always a meaningful way for Cleff to take stock: after all, it is an instrument to prevent "operational blindness" and allows many conclusions to be drawn about areas where there is potential for optimisation. The 2020 survey, for example, also provided numerous new insights and is now a valuable source for improvements. But even during the coronavirus pandemic, which has had a cross-industry impact in terms of unravelling supply chains, scheduling problems and rising prices on the commodity markets with numerous restrictions, we managed to achieve a rating of 2.17 (on a rating system of 1.00 to 6.00).
We also see this as confirmation that, as a medium-sized company, we have been able to quickly and flexibly respond to changing, sometimes adverse market conditions. We greatly appreciate the candour of our customers – because only by taking the time to answer our questions have we gained the opportunity to continue to develop – and to become better.
