How satisfied are our customers?

Following the customer satisfaction survey 2019, the Controlin customer satisfaction survey 2020 took place in the 2nd quarter of 2020. Once again, we carried out the survey together with research agency Markteffect. The number of respondents compared to the previous edition was considerably higher. This makes the results even more representative and valuable to us. We summarize the main results.

At the bottom of this page you will find an infographic with the most important results of the Controlin customer satisfaction survey 2020

Associations and overall satisfaction

Looking at associations, the conclusion is that 81% of the respondents have a positive association with Controlin. Terms such as reliability, service and quality are spontaneously mentioned as an association by several customers. What is also striking about the associations of our customers is that they are mainly substantive in nature. For example, many customers associate Controlin with kWh meters, current transformers, measuring instruments and panel meters. In addition, the providers ComAp, Crompton and Redur have been appointed several times.

If we look at the contact moments between respondents and Controlin, consisting of technical support, introduction, after sales service, first contact moment, order processing and quotation process, these are assessed with figures between 8 and 8.4. The highest score is for technical support.

Looking at how the collaboration with Controlin is rated in general, we are very satisfied with the 8 we have been given on average. This figure is based on a number of sub-aspects, namely quality products, compliance with agreements, solution orientation, expertise/expertise personnel, delivery time, response speed in communication, speed of service, price/quality ratio, flexibility, information provision, customized solutions, wide choice and innovation. 'Communication response speed', 'Compliance with agreements' and 'Information provision' were assessed with a 4 on a scale of 1 to 5.

Based on these results, we will keep a very sharp focus on all partial aspects of both the contact moments and the collaboration, with some extra attention for the response speed in communication.

Finally, a nice general fact about the associations and general satisfaction of respondents with Controlin: no less than 93% of all respondents find the slogan 'We energize the best solutions' appropriate.

The departments assessed separately

When we look at marketing, it is striking that 68% of the respondents believe that the website contains all the information they are looking for. And that's good, since 66% of the respondents indicate that they use our website for information about new products and solutions, followed by our newsletter Controlinfo (24%) and our e-mail signature (17%). Respondents are also largely satisfied with the clarity (56%) and attractiveness (52%) of our marketing communications. What is also striking is that a number of respondents indicated that they would like to be approached by e-mail more often and in a more personal way. In short, there is still (considerable) gains to be made on those points for us.

The relationship between Controlin and its customers

For us, one of the main goals of this research was to find out if there has been any shift in how customers see their relationship with Controlin. As far as we are concerned, the general mindset of our customer base prior to the survey was that we are simply a supplier. Internally we sometimes jokingly say that we are seen as a 'box pusher'. Despite the fact that we are, to a certain extent, the same for certain customers, the survey -fortunately- has shown that not everyone sees us as just another supplier. We use the term 'lucky' because in recent years we have really invested in our knowledge and the partnerships with our customers. We are therefore very pleased that almost a third of the respondents now see us as a collaboration partner and a small part of the respondents see us as a knowledge institute.

In the coming year, our drive is to increase the percentage of customers who see us as a collaboration partner and knowledge institute. For the former, it also applies that 59% of our customers agree (entirely) that we should adopt a more collaborative partner attitude, so that is in line with both our expectations and those of the customer.

Points for improvement from the customer satisfaction survey

Naturally, and fortunately as far as we are concerned, points for improvement have emerged from the survey. In the field of customer contact, for example, customers see the speed of response and proactive communication, despite a good assessment, as the most important points for improvement. Finally, as mentioned before, Controlin customers appreciate a more personal approach from a marketing perspective. Of course, every point for improvement is one that we are happy that customers mentioned. We are very aware of the fact that we need to improve on that. We will therefore do everything we can to convert these points into (more) positive customer experiences.

Recommendation intent

There is nothing left for us to say other than to thank Markteffect and especially the respondents/customers for all their cooperation, insights and feedback. As mentioned, we will work with it and do everything we can to score even better in any subsequent customer satisfaction survey! Do you have a complaint, comment or other form of feedback at this time or in the future? Let us know at feedback@controlin.com and we'll get to work right away.