We're Listening, and We're Improving – Continuously
At Swagelok, “customer focus” is one of our core values, so we are always looking for the next way to improve the quality of our customers’ experience with our products and services.
It’s important, therefore, that we are listening to our customers. We need to know where we’ve delivered on our promises – and where we still need to improve. That’s why we have launched an ongoing global customer survey program.
In our first year of the survey program (2014), more than 13,700 customers participated in 84 regions of the world.
Among the findings:
- We have one of the best reputations in the industry for product availability, but we still need to improve our lead times and responsiveness.
- Customers rate us very highly in reliability and product quality, as well as ease of doing business.
- We must continue to work on our value relative to cost.
- While we have broadened our product basket and added many services to our offering, many customers do not yet think of us in these larger contexts.
For many years now we have been increasing our value to customers through services ranging from vendor managed inventory to custom products and assemblies. According to the survey, about half of our customers now recognize that our offering has evolved beyond components, a significant achievement.
As our survey program continues, however, we will continue to work toward our goal of lightening the burden of our customers and earning their trust as a strategic partner.
To take part in the customer survey, please contact your local sales and service center.