At the heart of any successful customer relationship is the fact that we must listen and respond to our customers’ needs. Through our Voice of the Customer initiative we continuously ask customers how we can become a better business partner. How likely would you recommend Siemens Building Technologies to a friend or colleague? Together we have worked to address our customers’ feedback and improve our levels of service, responsiveness and employee engagement. Thanks to our collective efforts we have improved our customers’ experiences and earned their loyalty.
The Voice of the Customer initiative has provided valuable customer feedback and has improved Siemens' customer loyalty, referral rate and overall customer satisfaction.
We are sharing this good news in our first annual 2012 Customer Excellence Report—Engineering Innovative Experiences. The report is based on customer feedback and highlights key wins with our customers in the following areas:
- Customer Loyalty: the likelihood that customer intends to continue doing business with us increased by 14 percent, to its highest level in three years
- Referral Rate: a nine percent increase in the number of customers that will actively refer Siemens Buildings Technologies to others
- Overall Customer Satisfaction: a customer’s overall satisfaction in our day-to-day operations following a recent service experience increased by seven percent
The 2012 Customer Excellence Report also communicates our promise to build relationships with customers that work for them. The report includes customer and employee testimonials, plus examples highlighting our creative people and innovative technologies that illustrate our commitment t to exceeding customer expectations.
Listening and responding to our customer’s needs is central to the Siemens Building Technologies culture and our success. Find out from our President, Matthius Rebellius, and others why Customer Excellence is so important and how you contribute to building a world class customer loyalty.
Click here to download the report and see our executive videos on Customer Excellence.