This spring, we sent a customer satisfaction survey to our entire customer base in Finland. We received a gratifyingly large number of responses. The results were clear: our customer satisfaction is at a very high level and our customers value high quality and sustainability.
“The results of the survey are important for the development of our entire company and we take them into account when we plan future development steps,” says JR-Tools Sales Director Veli-Matti Uusitalo.
We asked our customers how likely they would recommend our company’s products or services to a colleague or friend. About half of the respondents would recommend JR-Tools very likely, 40 percent likely and the rest fairly likely.
We also asked what has been the single most important reason why they have chosen our products. For our customers, quality seems to be the most important factor. Based on the results, our customers also value Finnish products and services and are price-conscious.
“High quality is a very important value for us in all stages of the production chain. Based on the results, it looks like we have succeeded in reaching this goal: 98 percent of our customers consider our company’s products to be either of very high or high quality,” says Uusitalo.
We also asked for feedback on our service car. As many as 97 percent of those who use the service are satisfied or very satisfied with it. “Our service car is a part of our tool reconditioning service, and the concept has been developed based on the needs of our customers. Our goal is to make tool reconditioning as easy and effortless as possible for the customer. Logistics is included in the service, which means that the customer saves time and money,” says Uusitalo.
Focus on sustainability
Sustainability is clearly an important theme for our customers. About 30 percent of our customers think that sustainability is very important, just under half of the respondents consider it important, and 20 percent consider it quite important.
“We will publish our company’s first official sustainability report this year. Sustainability is important in every aspect of our business. By publishing the report, we want to openly communicate what the different aspects of sustainability mean to us in our everyday work and what our future goals are,” Uusitalo says.
We want to thank everyone who responded to our customer satisfaction survey!
