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We conducted this survey with a representative panel of our customers, either in terms of geographic distribution or turnover over the past 3 years, including our key customers within each subsidiary. All in all, we received the very good response rate of 45%. 62% of respondents come from the Europe zone, 17% from the Asia-Pacific zone and 21% from the Americas zone, with a clear increase in the number of participants in the North America and the Asia zones.
Positive results
The survey shows that we have a strong momentum for progress. In fact, we obtained an overall satisfaction score of 7.85 out of 10 (vs 7.69 in 2016), which has increased steadily since the first round carried out in 2010. There is a marked increase in the proportion of “very satisfied” customers: +8.4 points compared to 2016, which is mainly explained by the conversion of customers said to be “satisfied” to “very satisfied”. We have strengthened their loyalty with the quality of our products, teams and solutions.
However, this marked improvement should be put into perspective since our competitors have also progressed overall.
The survey focused on four topics:
Based on these results, the priorities for action to improve customer satisfaction are essentially service-oriented:
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