Customer Satisfaction Survey : Findings
Every year we realise a Customer Satisfaction Survey. We send a form to our Gantrex Customer for them to rate anonymously what is important for them and how we perform on those topics. The results are always interesting. That why we decided to share our main findings with you.
In our recent customer survey, over 90% of our customers rank brand credibility and trust in brand as a key decision factor. And it’s a factor they associate very strongly with the Gantrex name. In the words of our customers, partnering with Gantrex means dealing with a great team, a great brand, and great quality. In a time and in an industry where risks are not acceptable, it’s great to know that our clients and partners across the world recognize us as a brand they fully trust.
97% of our customers rank Technical Expertise as one of the main criteria they look for when choosing a partner. But how do they feel about us? And what makes our experts the 'go-to' for the most challenging and complex crane rail projects ? We have worked hard to make the Gantrex name synonymous with technical expertise. And we are proud of the market leading position we hold across the world. So when we hit a satisfaction result of 98% for our Technical expertise delivery and customer experience, we were delighted. Understanding the difference that our Gantrex technical Expertise makes for a customer before, during and after installation, gives us a powerful insight into how and where we should continue to invest. So we can continue to create innovative products and add value wherever we can.
Quality is fundamental to the safety, reliability and efficiency of crane rail systems. And our recent survey shows that 95% of our customers feel the same. So how do we measure up when it comes to quality products and services ? When you choose a Gantrex product or service you are choosing a solution where quality is built in. Being able to make a confident purchase decision is critical to protect the operational performance of your project and the safety and wellbeing of your teams. When asked how satisfied our customers are with the quality of Gantrex products and services, the result was an outstanding 99% saying they were very satisfied. We are pleased to see that the continuous investment we are making in quality, people, products, and systems is recognized and delivering meaningful benefits to our customers worldwide.
Value for Money
Regardless of size, complexity or location, every crane rail project must be planned and managed to deliver best value for money. But when you mistake best value for cheap, the risks for your project increase significantly. 90% of our customers reference Value for Money as a decision factor when selecting a crane rail partner. We know that the value our solutions deliver must be transparent and measurable. Our recent survey proves that our customers strongly believe that the solutions we provide deliver excellent value. Just as an example, one customer stated “Gantrex provides very good Value for Money with a strong brand”. We’re driving quality and value in our sector and it’s great to know that our customers share the same vision and belief. Understanding the difference that our Gantrex technical Expertise makes for a customer before, during and after installation, gives us a powerful insight into how and where we should continue to invest. So we can continue to create innovative products and add value wherever we can.
‘People Buy People’ - that’s how the saying goes. With 93% of our customers referencing a 'trust relationship with their Gantrex sales manager' as a key decision factor, it seems that this saying is true. Our business has been built on outstanding products and services, innovation and customer centricity. 94% of our customers state that they are very satisfied with the trust relationships they have with us and truly consider us a trusted partner. This is testament to our incredible teams across the world who build trust through technical expertise, practical support, reliability, honesty, integrity and a shared vision to build innovative, sustainable quality crane rail solutions together.
One Stop Shop
Customers see the benefit of our end to end crane rail solutions and support. From design to installation and after sales support, our reputation as a trusted partner and total solution provider goes from strength to strength. 90% of our customers see real value in having a single partner for the complete rail system scope. And of these, 92% confirm that they are very satisfied working with our teams as a One Stop Shop. To select a single partner for the entire scope of a project shows just how important a trusted partnership can be. Allowing us to create dedicated teams and work together over the whole project lifecycle, we can share all our expertise and resources, staying one step ahead and keeping every project on track. Our team becomes our customers team and together we set every aspect of the project on track for success.