Case: Hägglunds Drives

“Satisfied clients in sixteen countries”

Hägglunds Drives is world leaders within their nische, heavy hydraulic operation systems for mine-, recycling-, paper-, mass-, cement- and sugar industry.

– When we regularly evaluate our quality certificate, ISO 9001, it implies doing a pro-active study of the expectations and opinions of the customers about us, says Anders Omnell, Marketing Communication Manager.

– Previously we have mainly done these studies ourselves by mail in smaller scale, says Anders. But it became very difficult. This year we therefore contacted Zapera in order to get some professional help. Zapera conducted an internet based survey in eight languages to a sample of Hägglund’s client database in 16 countries: Australia, Brazil, Finland, England, France, India, Italy, Japan, China, Mexico, Norway, Singapore, South Africa, Sweden, Germany and USA.

– As a heavy industry we are not so used to market research and initially I was a bit skeptical to use the Internet, says Anders, but we immediately felt how quick, practical and efficient it was, not least when you work globally.

On Zapera’s recommendation we built out the questions to also include a satisfaction survey. The result of the survey was presented as a satisfaction client index – NKI – for every country, which shows the degree of satisfaction per country. Zapera presented the results in a very pedagogical way and we have had great use of the analyses of which parts within the areas products, sales, service and communication can be improved.

– We are very satisfied and have decided that the client satisfaction survey will be followed up every second year, says Anders.

Source: Understanding People, Issue 30, September 2008