What makes the customer (un)satisfied?
Liebherr-Werk Nenzing GmbH is part of the Liebherr Group and one of the leading construction machinery manufacturers worldwide. Their product portfolio ranges from crawler cranes (up to 300 tons load capacity), duty cycle crawler cranes as well as piling and drilling rigs to digital solutions that network machines and thus optimize processes on construction sites. As a leader in innovation, it is particularly important for Liebherr Nenzing to understand customer expectations and problems in order to continuously optimize its range of services.
Our Mission
- Develop KPIs to measure of customer satisfaction
- Undertake customer satisfaction measurements in all Liebherr Nenzing’s core markets
- Ways to increase customer satisfaction together with internal decision-makers
Image: Liebherr-Werk Nenzing GmbH
Fact-Box
Client
Liebherr-Werk Nenzing GmbH
Industry
Mechanical engineering
Topic
Customer satisfaction
Country-Focus
Global and core markets
Language
German, English, French, Spanish, Portuguese, Russian, Turkish
Method
Online and telephone surveys
Sample
Customers
Period
Every four years (2015,2019)
“We need KPI’s that give us a regular and reliable picture of how satisfied our customers are with our company and services compared to the competition. This information helps us to continuously improve and offer our customers added value. ”
– Project manager, Liebherr-Werk Nenzing –
Our Approach
- Combination of qualitative and quantitative methods to measure customer satisfaction
- Undertook survey via online questionnaire and telephone interview
- Contacted different customers in all core markets
We run a combined approach to measure customer satisfaction at Liebherr Nenzing:
(1) Online survey with mostly closed questions
(2) Qualitative interviews for a deeper understanding of satisfaction drivers along the customer journey
Combining approaches ensures that the knowledge gained is both valid (many respondents and standardized questions and answer options) and in-depth (intensive telling of experiences along the customer journey).
For validity, we recruite native-speaking interviewers to interview decision-makers in the core markets. The interviewers receive training and are provided with detailed background knowledge about Liebherr Nenzing’s products.
Image: Liebherr-Werk Nenzing GmbH
Insights and Call-to-action
- Customer satisfaction KPIs
- Identification of which experiences led to a higher customer satisfaction
- A detailing of customer expectations
Special analyses and presentation of results provide a quick and easy means to interpret the following information:
- Development of customer satisfaction at company level in comparison to the competition
- Performance criteria tracked to the competition
- Development of customer expectations for different products and markets
- Identification of critical phases in the customer journey – those with a particularly large number of positive and negative customer experiences
- Actions needed to increase customer satisfaction
In addition, the company receives anonymized quotes from the interviewees, which reflect the emotional component and original sound of the customers.
„IMARK was a conscientious and imaginative partner for us, from the conception to the execution and the development of strategically relevant measures.“
– Iris Haltmeier, Strategic Marketing & Communications –
