We constantly strive to fulfil our customers' expectations and we wish to deliver quality services that meet or even go beyond their expectations.
In order to achieve our strategy we regularly measure on our customer satisfaction. We constantly wish to improve our services, and the best way to do this is by learning from our successes and mistakes.
How do we measure on customer satisfaction?
- All projects of more than DKK 100,000 are being evaluated
- The project manager for the client receives an evaluation form after the project process has ended
- The evaluation form includes seven questions regarding the performance of the project and results as well as an opportunity to comment on the project process and give suggestions for improvements
- As a main rule, the evaluation is supplemented with an oral dialogue with the client
- We follow up on all evaluations that do not live up to our quality demands
Our goal
Our goal is a customer satisfaction score of 4 on a scale from 1-5 and a response rate of 80%, as a minimum.
The customer satisfaction in 2011
On a scale from 1-5, our customer satisfaction had an average score of 4.4 in 2011, the same result as in 2010.
The response rate for 2011 was 74 %, which is an increase of 6% compared to 2010. However, we still don’t fulfill the goal of a response rate of minimum 80 %. Thus; we will continue our effort to raise the response rate in 2012.