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Recently, Vikan conducted its biennial customer satisfaction survey to assess how we're performing in the eyes of our valued customers. Our primary goal is to understand what we excel at and identify areas where we can make improvements. This year's survey brought us some fantastic news—our highest-ever customer satisfaction scores!
Before diving into the details, let me first explain the structure of the survey. Unlike our 2017 study, which focused primarily on distributors, we expanded the scope of the 2019 survey to include many more end users. This change allowed us to gather feedback directly from those who use our products regularly, providing a more comprehensive view of our performance across various markets.
At Vikan, our business philosophy revolves around fulfilling certain key customer promises, such as offering the right tools for the job, maintaining unrivaled quality, providing expert food safety and hygiene guidance, and fostering innovation. These commitments form the foundation of our success, and consistently delivering on them ensures we remain aligned with our customers' expectations.
The survey questions were crafted around these core promises, asking participants to rate their agreement with specific statements on a scale of 1 to 10. The responses revealed some exciting insights into how we're perceived by both distributors and end users.
Our efforts paid off handsomely. When converted to a standard Customer Loyalty Index, we achieved impressive scores of 79 for distributors and 77 for end users. These figures not only surpassed our previous results but also placed us in the "Great" category on our loyalty index. Distributors saw an increase from 75 in 2017, while end users showed strong support as well.
We’re thrilled to announce that we improved our ratings across all four customer promises. Feedback was particularly positive regarding our site surveys and the high quality of our diverse product range. While these achievements are encouraging, we recognize there's still room for growth—especially in terms of product availability across different markets and channels. Listening to our customers and addressing their needs remains central to our mission.
A huge thanks goes out to everyone who participated in the survey. Your input is invaluable as it helps us refine our strategies and deliver greater value to our clients. To express our gratitude, we held a draw among respondents, selecting one distributor and one end user to win a brand-new Apple iPad. The lucky winners have already been notified.
In closing, I’d like to highlight some recent blog posts that showcase our commitment to excellence:
1. **"Outstanding Ultra Safe Technology Cleaning Standard"** by Matt Rumble, Area Sales Manager: Easy-to-clean Vikan Ultra Safe Technology products have set a benchmark for cleanliness in a major UK deli and meat processor.
2. **"Dealing with Glass Debris in Food Processing Operations"** by Andy Freer, National Sales Manager, UK: Our dedicated teams offer practical solutions for handling glass breakages effectively.
3. **"Consistency Counts for Hygiene Management at Refresco"** by Aaron Patch, Group Marketing Director: Cross-plant color coding improves hygiene efficiency at four Refresco beverage bottling facilities in Germany.
These stories reflect our dedication to meeting and exceeding customer expectations. Stay tuned for more updates as we continue to innovate and grow together!
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This version maintains the original message but adds depth, personalization, and a more conversational tone, making it feel more human-written.
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