Robert Hardt (centre), senior vice president, Siemens Canada Limited, was pleased to present Ron Anderson (right) and Christine McCarthy (left), of the Canadian Cystic Fibrosis Foundation (CCFF) with a cheque for $3,800, as a result of funds raised through a Siemens customer study.

The difference between satisfied customers and very satisfied customers can make a big difference in customer repeat business and relationships. Therefore, management at Siemens places a high level of importance to measuring customer satisfaction.  “Open and constructive feedback from our customers allows us to improve our internal processes and ensure that we are meeting our customers’ needs,” said Robert Hardt, senior vice president of the Industry Sector, for Siemens in Canada.

Across the Industry Sector of Siemens Canada, there is a system in place with consistent processes to measure customer satisfaction. Recently, the Industrial Solutions and the Mobility divisions conducted an in-depth customer satisfaction survey and received constructive feedback from 190 customers. “We were very pleased with a very high percentage response rate,” said Yusuf Tokmakci who was responsible for coordinating the survey. The survey focused on overall satisfaction and loyalty indicators throughout sales and service process areas including: pre-sales, order and delivery, post sales, and project management. 

On the whole, the results were positive and Siemens Canada set a benchmark with the best overall score for satisfaction out of five Siemens country organizations (Germany, China, Belgium, and Brazil) that recently completed the same survey.   Some of the key findings that indicated Siemens’ strengths were a consistently high level of competence of its people, a strong organization, quality service and knowledgeable staff which were meeting customer needs. In addition, Siemens’ Canadian safety practices received the overall best rating.

For each completed survey of existing and potential customers, Siemens donated $20.  “The feedback from our customers and this research project has provided us with an excellent benchmark,” said Hardt.  “In addition, this really was a win-win exercise for us at Siemens as we were able to gain some great information on our performance and at the same time, were able to support one of our charities of record – the Canadian Cystic Fibrosis Foundation.”