In order to rule out seasonal influences distorting the results of the customer survey and at the same time to find out whether or when exactly customers are more or less satisfied and why, trans-o-flex has taken its customer survey system to a new level. “From this year, we will conduct the survey quarterly,” says Lutz Blankenfeldt. “Last year already, there were two surveys: after the third quarter, another one in the fourth.”

So as not to overburden customers, the survey itself has been streamlined. “We have gone through the questionnaire thoroughly and found 15 questions that we can leave out. We also ensure that each customer is surveyed a maximum of twice a year with a minimum interval of six months,” Blankenfeldt continues. Previously, around 1,400 customers were asked 36 questions in each annual survey, but in future these will be smaller customer groups on a quarterly basis, which are nevertheless representative of the overall customer base. They will receive a survey questionnaire with only 21 questions.