We are grateful to all the 628 respondents from around the world who took the time to give us honest, thoughtful feedback on how we perform.
Overall, we are pleased to say that customers appreciate their working relationship with Vestas. But there were two specific messages that alarmed us. First, customers expressed dissatisfaction with the time it took for us to deliver competent and professional service and maintenance. Second, customers asked for better communication and a higher degree of understanding of their specific needs. Our customers can be assured that these messages were understood and acted upon. Accordingly, we launched a series of initiatives to improve customer relations – both in the short and long term.
Detailed customer feedback told us…
- Overall customer loyalty decreased two index points in 2008
- Customers in the sales and project phases are significantly more loyal than those with a service and maintenance agreement
- Energy companies and private customers have a lower loyalty score this year, while utility companies have a higher score
- Customers are less likely to recommend Vestas to others than they were last year
- In spite of the overall decline in loyalty, the majority of customers still think they will buy more from Vestas in the future
… and we took action – immediately!
- Our new employee bonus incentive programme ties staff earnings directly to customer loyalty
- Our initiative was an action plan to address all critical areas
- We will continue to listen, reflect and take action towards improved customer loyalty
An ongoing partnership with our customers is key to fulfilling the obligations that come with being No. 1 in Modern Energy. Our goal is not only to be the first choice for our customers, but to remain their only choice. And we know we can make this happen with the dedication, focus and enthusiasm of everyone at Vestas.
We look forward to continuously improving customer relationships through continual, open and active dialogue. Please feel free to contact us at dialogue@vestas.com.
