Nokian Heavy Tyres keeps on receiving excellent results from customer surveys
Thu September 20 10:09 AM 2018 in category Company news
Three years ago Nokian Heavy Tyres set three key indicators for customer satisfaction: Development of operations, innovativeness, and attractiveness of the products. Since then, Innolink Ltd has been conducting annual customer surveys for original equipment manufacturers, fleet managers, and dealers.
During these years, all the key factors have raised year by year, some of them even 100%.
The aim of the strategic customer surveys is to chart customer satisfaction on operations, and Nokian Heavy Tyres has been systematically working towards the best possible customer experience.
“It has been great to be a part of this journey, Nokian Heavy Tyres is an excellent example of using survey data in continuous development.", states Jani Listenmaa, Business Director of Innolink Ltd.
This year the survey was conducted by phone interviews in April-May 2018, and was based on 181 evaluations. The results speak for themselves:
- 97% estimated Nokian Heavy Tyres' operations have improved within the past 12 months.
- 57% evaluated that Nokian Heavy Tyres is a trendsetter in the development of innovative solutions.
- 66% estimated that Nokian Heavy Tyres products are more attractive compared to its competitors.
On a scale from one to five, Nokian Heavy Tyres was successful especially in the quality of tires (4,5), in the complete service related to tire procurement (4,3), addressing the end user's needs with the product (4,2), product availability (4,0), and product uniqueness (3,9).
Net promoter score 2018
On a scale from one to ten, 93% gave a score of at least 7 when asked how likely they would
recommend Nokian Tyres to others. This Net Promoter Score was 69 – which is excellent compared to other companies as Innolink`s comparison database NPS is 41.
According to the average feedback, even though Nokian Heavy Tyres is not the cheapest option, the respondents would primarily recommend Nokian Tyres because of the high quality and durability of the tires. “Nokian Tyres is an innovative trendsetter in heavy machinery business, and a reliable supplier”, tells a respondent.
"We want to thank all the respondents for the valuable feedback. It's great to hear that our customers are satisfied with our operations and our developmental work has been noticed. In the future Nokian Heavy Tyres wants to be an innovative trailblazer with new solutions in the market. We also want to thank you for all your feedback; it will be valuable when improving our operations in order to serve our customers better. We hope to receive your feedback in the future as well", Toni Silfverberg, Head of Sales & Marketing in Nokian Heavy Tyres Ltd wishes.
Toni Silfverberg, Head of Sales & Marketing, Nokian Heavy Tyres Ltd
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