Liebherr-Werk Nenzing
Customer Satisfaction in the High-
Investment Sector
An international monitoring system combines reliable KPIs with deep customer insights, making developments comparable across all core markets.
The Company
Internationally Leading Manufacturer of Construction Machinery
Liebherr-Werk Nenzing GmbH is part of the Liebherr Group and is one of the world’s leading manufacturers of construction machinery. Founded in 1976, the plant in Vorarlberg develops and produces crawler cranes, hydraulic rope excavators, and piling and drilling rigs for special civil engineering – complemented by digital solutions that connect machines and optimize construction site processes. Approximately 1,900 employees recently generated revenues of around 747 million Euros. As an innovation leader in the high-investment sector, a precise understanding of customer expectations and problems is a central prerequisite for continuously developing the service portfolio.
The Challenge
Key elements of the assignment:
Since 2015, IMARK has been supporting Liebherr-Werk Nenzing in systematically monitoring customer satisfaction across all core markets – with the goal of creating reliable key figures and jointly deriving concrete measures from them.
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Development of KPIs for systematic measurement of customer satisfaction and its changes over time
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Conducting customer satisfaction measurements in all core markets of Liebherr Nenzing – internationally across Europe, America, the Middle East, and Africa
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Deriving measures to increase customer satisfaction together with internal decision-makers
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Recurring implementation every two years as a basis for continuous monitoring
The cornerstones of our approach:
The satisfaction measurement combines two approaches: a standardized online survey that ensures information security and comparability, and qualitative interviews that explore the depth of specific customer experiences along the customer journey.
Combination of qualitative and quantitative methods, conducted online and by phone
Survey conducted in all core markets with various decision-makers
Quantitative KPIs: Net Promoter Score® (NPS) as a key figure for relationship quality with customers, as well as industry-specific performance criteria
Qualitative KPIs: depending on the phase of the customer relationship, positive and negative experiences and their frequency are recorded
Deployment of native-speaking interviewers in all core markets to eliminate language barriers – surveys are conducted in German, English, French, Spanish, Portuguese, Russian, and Turkish
Intensive interviewer training including comprehensive company and product background knowledge
Methods
Methods and techniques used (among others):
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Net Promoter Score® (NPS)
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Customer Journey Analysis with identification of critical phases
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Qualitative, experience-oriented in-depth interviews
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Competitor and performance benchmarking
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Standardized online survey combined with telephone survey
Result & Impact
Benefits for Liebherr-Werk Nenzing:
Specific evaluations and results presentations provide quickly interpretable, strategically relevant insights – down to the level of individual product series and markets.
Liebherr-Werk Nenzing GmbH
Headquarters
Nenzing, VorarlbergBranche
IndustryProject Period
2015 (recurring monitoring every 2 years)
Customer Voice
From Conception to Strategic Implementation
“From conception through execution to the development of strategically relevant measures, IMARK was a diligent and innovative partner for us.”