Solutions that revolve around you
We work closely and openly with you to understand your business goals and how best to meet your needs, collaborating toward innovative long-term solutions. Each customer and project is unique, which is why we take the time to understand your specific requirements, and then work with you to plan the most effective way to meet them. Developing a wind power plant is a complex process involving multiple stakeholders, from insurance companies to financiers to regulators. We are well-versed in interacting with all these partners to ensure your project is delivered on time and on budget.
A continued dialogue with our customers
Our relationship with our customers means the world to us. We hold ourselves accountable to those values by measuring the strength of our overall relationship via the Net Promoter Score through our Customer Loyalty Survey. The results are collected annually, and we appreciate the feedback from more than 700 customers around the globe. The Net Promoter Scores indicate that Vestas is highly performing in its industry.
The Net Promoter Score for the wind turbine business declined from 39 to 37 in 2020, down from 47 in 2018 and 52 in 2017. For the service business, the Net Promoter Score increased to 39 in 2020 compared to 25 in 2019, 25 in 2018 and 28 in 2017. The results are driven by a strong response rate and representation in survey from all regions. Note that the Net Promoter Score has a scale from -100 to +100, meaning that our results indicate a high customer satisfaction and loyalty.
Measuring customer loyalty
Since 2007, Vestas has conducted an annual global Customer Loyalty Survey to provide concrete data for an active dialogue with customers, and to measure and improve how we meet our customers’ needs. In November 2020, 725 customers chose to participate in our annual Customer Loyalty Survey, representing more than half of those invited to participate. This shows a strong commitment to our partnership, and a valuable willingness to engage with us.
Vestas has implemented a feedback process allowing initiation of immediate improvements to start after a survey response is received. In the survey, customers are asked to report on areas that can be improved through cooperation with Vestas. Measuring customer loyalty will continue be a top priority for Vestas, and we see a clear trend between expressed loyalty and actual willingness to place orders with Vestas.