Customers acknowledge that they are highly satisfied with Witex

Customers acknowledge that they are highly satisfied with Witex

How satisfied are you with Witex? Witex, the Augustdorf-based flooring manufacturer, is targeting its customers with a comprehensive questionnaire containing 20 questions on various subject areas. The question mentioned above is used as a title for this questionnaire. Witex would like to use this questionnaire to see how customers view the company, to see where expectations are being fulfilled and where action for improvement is required. Over 90% of those questioned answered the question on the quality of their collaboration with Witex as “satisfied” or “very satisfied”. This high satisfaction level is also evident in the impressive loyalty rate: 89.6% would recommend Witex to others.

Witex's first Customer Satisfaction Analysis was carried out in 2005. At that time, the results that emerged that were far below Witex's own self-assessment. In the meantime, any weak points that were exposed have been intensively worked on.
The current Customer Satisfaction Analysis is being used to examine how things have changed since the last customer survey was carried out 2 years ago. In collaboration with Bielefeld University, around 900 commercial customers in German-speaking countries (Germany, Austria and Switzerland) were asked to participate. The main focus of the questionnaire is on how satisfied customers feel with the company's services and employees - from telephone accessibility to product quality, on-time delivery and advisory skills to the state of the goods on delivery.
To get as realistic a view as possible of the customers' mood, the questions used in the first Customer Satisfaction Analysis have not been used this time around and have not been predetermined by the University of Bielefeld or the Executive Board, but which were put together by 25 employees from 6 different departments during the course of 4 separate workshops.
To ensure that the answers given to the questionnaire are not sugar-coated and that the answers given reflect what the person being questioned would like to say, only a small number of the questions suggested can be voted on unanimously by those participating.

High degree of confidence in the market
The first positive result was the high 37.3% participation level. The other results also showed that Witex has clearly improved in all areas and has achieved a maximum value of 90% in part, e.g. in product quality, in the skill of its employees and in adhering to delivery dates. Things have improved by an average of 20% in comparison with the last customer survey. In any case, it has also been shown that shortcomings still exist in areas of everyday co-operation, that yet have to be remedied.
Contradictory statements emerged from time to time in answer to “Please assess this case” and “How important is this aspect to you”, that were also required so that things could be ranked. One example of such a conflicting result is that the the employees in both inside sales and in the external Sales Team were reported as being highly skilled while customers complained that it took too long to deal with their personal questions. This is also the case with regard to the questions on product quality. Even though Witex products were of a high quality, complaints arose, e.g. how goods appeared on delivery.
Admittedly the number of overall complaints received was very high, reflecting weak points that could be remedied by updating technical equipment or by altering the organisational workflow.
When the results of the analysis came through, 2 internal working groups were established, each with 15 employees from a range of sectors, whose job was to come up with measures and to transform these into concrete provisions that could improve on the weak points that had been identified by customers.
The overall result of the Customer Satisfaction Survey shows that the question: How satisfied are you with Witex? can be answered with an astounding: Very satisfied.

May be re-printed free of charge (4,119 characters incl. spaces)
- a receipt is kindly requested.

Contact:
Witex International Flooring GmbH
Marketing and PR Department
Nord-West-Ring 21
32832 Augustdorf
Tel: +49 5237 609 -343
Fax:+49 5237 609 -309
E-mail: pr@witex.com
Internet: www.witex .com