CUSTOMERS PROVIDE IMPORTANT INSIGHTS TO FURTHER ADVANCE PI
The Business Line again reached top values in the 2018 customer survey and has identified three topic clusters as important follow-up points to achieve even greater customer satisfaction in the future.
Performance Intermediates (PI) carried out a global customer survey in late 2018, which involved telephone interviews with approximately 150 customers from all market segments, regions and various functions. As in the previous survey two years ago, PI again scored an overall customer satisfaction value of 83 (on a scale of 1 to 100), while customer loyalty even reached a value of 90. “These are outstanding results for us. We received above-average marks in all areas, which makes us a front-runner within the Evonik Group,” says Dr. Dirk Höhler, head of Marketing & Sales at Performance Intermediates.
“We appreciate the excellent business relationships and partnerships we have with our customers and look forward to continuing our successful cooperation with them in the future. That’s why we took a close look at the interview data and identified three topic clusters that will give us important follow-up points for customer satisfaction in the future – and for our own further development.”
- Personal customer relationships have the highest priority
The results are evidence that personal connections, relationships, and reliability are even more important for customers than other factors – accordingly, PI will invest even more heavily in customer relationships in the future.
2. Customers want to be contacted over different channels in the future
Whether online, off-line, with our online platform C4Connect®, via E-mail, by phone, via newsletter, through social media or in personal meetings and at tradeshows – expanding the number of contact channels will serve customer needs even better.
3. Partnerships in the areas of product and technology are gaining importance
Leveraging chemical and technological know-how together with customers in the form of partnerships and developing new products and technologies is a recipe for future success.
Performance Intermediates will not rest on the success of the good survey results. “By further improving in the three topic clusters, we will set standards in our markets and shape the future of C4 chemicals together with our customers,” summarizes Höhler.
By the way: PI donates €30 to UNICEF for every completed interview. As a positive side effect to the excellent outcome of this survey, the campaign also generated a total donation of €4290!
If you have any questions, please do not hesitate to get in contact with us.
Head of eBusiness Interface