500 customer replies have provided us with extremely valuable information about where we perform well and where our products and services don’t meet customer needs and expectations.
Dialogue based on honesty and openness is essential to fruitful cooperation. This year’s survey takes us one step closer to delivering superior service to our customers.
Customer Insights:
- Increased number of customers who are satisfied with the relationship they have with Vestas
- Compared to last year’s survey, there are twice as many customers who find Vestas more attractive than our competitors.
- Customers in the service phase have grown much more satisfied compared to previous years.
Stepping up
Despite some positive results, we did not reach this year’s target and there is still much room for improvement within Vestas. We are fully aware that we have a lot to learn from our customers’ feedback and we are pleased that more than 60 percent of our customers have responded to the survey. The numerous comments give us a good base for action. We are particularly pleased with the honest feedback that many respondents provided in the survey’s open comments.
Moving forward, the most important area within Vestas will be to strengthen our customer focus to understand how Vestas can best assist its customers in meeting their individual goals and to improve customer loyalty. To reach this goal, Vestas Executive Management has established a new group function called Group Marketing & Customer Insight which has a direct reporting line to the CEO of Vestas with the main purpose of implementing customer focus in all areas of the organization.
