At Vestas we listen to our customers. We want to be proactive at strengthening our customer relations by taking into account the results of the annual customer loyalty surveys. In other words, we use the results for improvements in precisely the areas that a customer tells us we need to improve.
The customer loyalty survey includes measuring customer responses to everything from the purchase of wind turbines, project completion to after-sales servicing and maintenance. In 2006, we were pleased that more than 500 of our customers took part in the survey with a response rate of 63 per cent.
The results show that after several years with a decline in satisfaction we have now broken the negative cycle. It is not an ostentatious result, but it shows that with the process we have initiated for change we are on the right path.