Our primary objective is to collaborate closely with customers to achieve mutual success – true to our claim “Inventing success together” – and to create sustainable value for our customers. Close partnerships presume a spirit of mutual trust. Customer trust is earned by maintaining high levels of customer satisfaction with our products and engaging in a continuous dialogue.
We measure the satisfaction of our key accounts periodically and identify potential for improvement. In view of the heterogeneous target industries, there are considerable differences in the defining characteristics of each division’s business activities and customers. The objective in the year under review was to consolidate the various divisional methods for measuring customer satisfaction and to harmonize them wherever possible. To this end – and in order to draw even greater attention to this issue – a group guideline for measuring customer satisfaction was formulated and was approved by the Group Executive Board in 2018. The process owner is the CEO of SFS Group.
Concept to measure customer satisfaction formulated
Every division has reviewed its existing methods of measuring customer satisfaction with reference to the newly implemented group guideline and has elaborated a concept to measure that will be implemented in the next reporting period. In view of the different target customer groups, the divisional concepts vary. Measurement methods range from a scorecard, used in the Automotive division, to online surveys, used by the Electronics division.
Customer relationships built on trust
The awards that SFS won during the year under review are also an expression of customer satisfaction. For example, SFS was pleased to receive the Robert Bosch GmbH “Crazy for SuCCess” award at the end of 2018. This was the second time that SFS has received this prestigious award in the short history of the prize. With it, Bosch honors the six most valuable and reliable suppliers, from a total of more than 1,000 suppliers to the Chassis Systems Control Division. New project acquisitions are another proof of the close, partnership-oriented relationships that SFS maintains with its customers, since a high level of trust is a prerequisite for early integration into its customers’ new product development projects. It takes a high level of service excellence, reliability and quality to build that kind of trust.
Priorities set for 2019
The focus for 2019 is on implementation of the divisional concepts with the objective of evaluating customer satisfaction and formulating the right corrective measures based on the findings.