Every two years, Diehl Metering takes the pulse of its customer relations by asking customers for their feedback on a wide range of topics. The 2022 survey results are in – and they show we have maintained very high levels of overall customer satisfaction. The detailed breakdown offers us insights into what we are doing well – and where we need to improve.
Following our inaugural customer survey in 2020, this year’s edition took place from February to June and involved a random sample of 325 customers. All sizes of company and all global regions were represented, and results were weighted based on each customer’s turnover and portfolio.
The main takeaway is that customer satisfaction is 91%, down one percent from two years ago, but still very high. Satisfaction with our product quality is particularly strong at 98%. Compared to 2020, we have made progress in a number of areas. These include the information we give customers in case of delivery delays (79%, +6 points), satisfaction with our marketing tools (93%, +3 pts), and response times to a claim (93%, +2 pts).
These latest results are encouraging but also show that we can continue improving how we relate to our customers. Deeper analysis shows some reduced satisfaction in certain areas that could be explained by the successive impact of the pandemic and the component shortage crisis since 2020. Our functional teams are already working on defining actions to improve our performance in these areas.
The aim is to achieve even better results for the next survey in 2024.