results 2020 – asking for feedback is our new norm
We appreciate your feedback, thank you for your time.
It is important to recognize that the improvement process is a journey – not a “quick fix” – and together we will not lose sight of the critical ports of call. We have taken the following actions after evaluating the survey findings:
- Identified improvements that will have an immediate impact
- Develop global and local action plans on the key issues that we need to improve on in the medium to longer term
- Communicate results to you and provide the chance to discuss local aspects
We are committed to following up on identified improvement areas as they are fundamental to improving the way we work together and reaching our aim of becoming a leading service provider for all brands.
1. Performance Report
The results represent a global perspective and reflect what the entire Burckhardt Compression organization is focusing on and where we see our strengths and weaknesses. Local results may therefore vary and will be more granular, just as the action plans will be adaptable to local markets.
Key to success
According to this survey, our customers are most satisfied with our engineering competence and the problem-solving capabilities of our Field Service Representatives. This confirms that our personnel development program and employee training efforts have been positively noted. In addition, the survey showed that our structured approach of performing a health check on compressors (Compressor System Integrity Survey – CSIS) strengthened our engineering solutions.
On the other hand, the survey revealed that proactiveness and repair delivery time is where we have the greatest potential for improvement. Although we have improved our proactiveness performance, we still have potential to grow in this field.
For this reason, we will further develop in customer webinars called TechXchange. This platform shares engineering solutions responding to specific customer needs and proactively inform customers about new technologies. Additionally, we have intensified our activities in the digital and virtual world by organizing virtual customer events – which make it faster and easier to access to address customer needs. On top of everything, we will provide you with information about what is happening in the Burckhardt Compression world on a more frequent basis.
We are growing our service footprint by opening more service centers, all of which will enable us to react more quickly to your queries and be closer and more local to you.
2. How customers perceive Burckhardt Compression
Regarding your perception of Burckhardt Compression as a leading service provider, we are pleased to see that 73% of you see us as a leading service provider. 88% associate Burckhardt Compression with services, but only 60% associate us with services for all brands. We have already identified ways to better promote our services and capabilities for all brands of compressors.
3. Customer Satisfaction Level
More than 80% of survey participants reported that they have noticed some or even considerable improvements and 86% confirmed that they are satisfied with Burckhardt Compression and its offerings. We are confident that with this process of continuous improvement based on customer feedback, we will be able to further develop our products, services and internal processes and become the best possible partner for you.